Order Management Analyst
Procter & Gamble
Total years of experience :18 years, 3 Months
- Managing the complete Order process and to service P&G customers at a level of quality above expectations
- Ensuring that P&G’s services and relations with external and internal customers are at the highest level of quality and efficiency
- Providing world class customer service to P&G Customer
- Ensuring that customer orders are processed efficiently and responding to customer enquiries and requests on time
- Co-ordinate with supply planner to effectively implement phase in / phase out of products (innovations, re-launches & new product launches)
- Co-ordinate with Logistics on timely and error free shipments to customer with necessary legalized documents required for customers to clear the shipments
- Maintaining weekly shipment progress report to monitor progress on current orders & keep check on the month end targets
- Actively co-ordinate and follow on orders and shipment to ensure achievements of shipment targets within the month cut off
- Responsible for issuing credit / debit note to distributors
- Responsible for completeness of all the master data for the whole Global Developing team which includes product activation, pricing and costing in system
- Supervise the timely settlement of Customer claims
- Pursue activities to establish and sustain collaborative/productive relationships with our customers
- Ensure sufficient quality information is provided to the customers through periodic order management reports
- Looking after Supply requirements of Distributors in UAE, Bahrain, Kuwait, Morocco, Jordan, Saudi Arabia, West Africa & Europe for major Gillette & Pharma / Health Care products
- Tools used: SAP 7.10, Order Upload tool & Excel
- Single point of contact for MDO to troubleshoot any order with incomplete master data in system
- Responsible for completeness of all the master data for Arabian Peninsula MDO which included Activation, pricing and cost maintenance of an each SKU shipped for all 7 countries of AP
- Responsible for on time completion of activation of all SKUs in all the 3 SAP production boxes (G11; F5 & F6)
- Responsible for on time completion of price maintenance for all the distributors in 7 countries of AP region
- Responsible for on time completion of cost maintenance to enable shipments via all 4 AP plants
- Responsible for profit center substitution creation in system
- Responsible for purchase info record maintenance in system which also includes maintenance of freight in system
- Responsible for SLA sign off with MDO
- Responsible for sign off on new improved procedures
- Achieved record target of decreased master data issues for AP MDO with less than 10% of overall orders placed by order management team
- Minimized all the incomplete master data issues with FY cleanup on all AP plant which included activation, pricing, costing cleanup
- Managing timelines, coordinating product development initiatives internally and externally
- Delivering projects on-time, on-budget and to specifications
- Act as a primary/secondary contact for day-to-day services requests
- Work with the rest of the Marketing team and clients to establish specifications, budgets and timelines and coordinates all necessary resources for each project
- Create and communicate detailed projects plans using appropriate tools
- Manage the work of vendors and suppliers, including programmers, photographers, graphic designers, video producers and other creative and technical service providers
- Function as a backup support, creating pages, producing graphic elements and populating content as required
- Act as a business analyst - as needed in pre or post sales
- Provide customer training as needed
- Provide proactive assistance - as needed in projects
- Responsible for follow-up the client to provide better customer service
- Front office Customer Support representative
- To provide a service to inbound customer contacts through multiple communication channels
- To provide comprehensive and knowledgeable information and service to internal and external customers regarding telecommunication products
- Fulfilled the secondary role of administrator/business processor to meet the needs of the business
- Responsible for follow-up the client to provide better customer service.
- Generated Cross selling to existing clients
- Part of the Process Maintenance Support Team
- Worked flexibly on different tools including Siebel, eServe, BSCS and Gateway
- To help colleagues by taking escalation of Arabic Calls
- Assisting the Team Leader in order to create weekly performance report
- Responsible to manage the whole team in major inbound campaign
Related Courses: Business & Professional Speech Communication. Freshman English Research Methodology Introduction To Management