Customer Orders Specialist at Coloplast

Job Description

• The Consumer Orders Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes: processing orders and ensuring all captured orders are processed, liaising with shared services, supply chain and finance to ensure all tasks are up to date and provide proactive information to the consumer service team to ensure exceptional consumer service.
• The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional consumer service while adhering to policies and processes.
• You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

What will you be responsible for?

• Export daily orders from the CRM system to be imported to the ERP system
• Perform daily checks to ensure accuracy and completeness of daily orders from CRM to ERP systems and to invoicing stage
• Check online orders and send payment link to consumers who have made an online purchase
• Track payments coming in for online orders and release orders accordingly each day
• Check backorder reports to ensure that the Consumer Services team is proactively informed of any items on backorder so that they can inform Consumers
• Check Aramex delivery update report daily and follow up with Supply chain on order delays as well as inform the Consumer Services team proactively informed so that they can inform Consumers
• Log and track all returns requests for stock returns and follow up on delays
• Initiate refunds where applicable with finance
• Process sample orders on request from the Consumer Services or Consumer Care leads
• Assist with Consumer Services, Care or Case management related tasks on an adhoc basis should the need arise
• Assist with adhoc Consumer related projects
• Ensure the accurate and timely processing of manual orders. Monitor order status and resolve any discrepancies to ensure smooth order fulfilment.
• Generate detailed quotations based on client requirements. Revise and update quotations as necessary to reflect changes in product offerings or pricing.

Essential Qualifications

• Typically, 1+ years’ experience as a Consumer Service Representative, preferably with order processing experience
• Typically, 3-year tertiary qualification (BA Degree) degree or equivalent.
• Proficient computer skills including MS Office Suite (Word, Excel)

Required Knowledge, Skills and Abilities

• High attention to detail and a keen interest in analysis and reporting
• Strong communication skills
• Good interpersonal skills and ability to interact well with multiple stakeholders and projects at once
• Growth mind-set, ability to work well under pressure and with multiple tasks requiring urgent attention during busy times of the month
• Team player with a strong “Consumer service” orientation
• Able to spot a business opportunity or risk and take corresponding action or inform the relevant stakeholders
• Diligent and continuously focused on getting tasks done timeously
• Solution oriented, ability to identify risks and challenges but also suggest solutions to overcome them
• Ability to deal with Consumers in a friendly and professional manner and handle difficult Consumer situations
• Lives up to Coloplast Leadership Principles:
• Set high ambitions and challenge your team
• Be open and honest about performance
• Show visible and decisive leadership
• Focus teams on delivering business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values