PS – Order Management Senior Specialist GBS

This is a customer-facing role, logistics-oriented, focused on process excellence across order acquisition, delivery blocks handling, delivery and invoice processing and Claims Management. Our main goal is to deliver excellent customer service by ensuring:

• Customers' needs are clearly understood and covered 
• Efficient and effective capture and processing of customer orders 
• Products are delivered in accordance with customer requirements 
• Follow-up on deliveries and customer claims, connecting with Warehouses, 3PLs, and Carrier Suppliers to ensure perfect E2E execution

As part of the E&A Order Management GBS Team, the PS OM Specialist GBS will report to the PS OM Manager GBS, working closely with segment Product Supply, Finance, and Sales teams to define customer needs, and with Planning, Logistics, and Transportation teams to ensure orders are fulfilled as expected. The role also covers day-to-day management of customer queries, logistics claims, and price discrepancies, acting as a key contributor to both segment and customer satisfaction.

PS OM Senior Specialist GBS Responsibilities

Order to delivery
•    Handle order creation across multiple segments, with primary focus on UK and Amazon E&A; prioritize open orders, manage delivery blocks and Non-Revenue Orders (NRO), and coordinate with Transportation and Logistics to ensure delivery dates are met.
•    Track delivery status, provide POD, and support rebooking for late or undelivered orders.
•    Build and maintain deep customer and segment knowledge to proactively anticipate needs, prevent disruptions, and drive efficiency improvements.
•    Provide customers with accurate Order, Shipping, and Billing information upon request.
•    Monitor order interfaces and resolve basic IDOC issues. Escalate to EDI/RPA SPOCs when needed.
•    Manage competing demands across segments, projects, or process responsibilities, showing strong prioritization, coordination, and stakeholder engagement skills.
•    Collaborate across functions and countries to support delivery of assigned regional project or process improvements.
•    Proactively identify risks or inefficiencies and support mitigation plans in coordination with OM lead Team.
•    Lead with medium-sport AI-driven automation initiatives in collaboration with the OM Manager, acting as a key contributor to the team's productivity agenda.

Claims Management
•    Monitor the shared mailbox and act as primary contact for customer claims, ensuring timely acknowledgment and follow-up.
•    Handle returns and refusals, working with Warehouses and 3PLs to investigate root causes and support issue avoidance actions.
•    Manage price claims with Sales and Finance, ensuring SAP price updates to prevent recurring gaps.
•    Collaborate with Accounts Receivable to close claims via credit/debit note creation when valid, keeping the claims repository updated with appropriate approvals in the claims management system.

Compliance, Documentation and KPIs
•    Act as Segment Compliance SPOC, maintaining approvals and rationale for NROs and credit/debit notes to support audits. 
•    Keep job aids updated and published on SharePoint.
•    Drive KPI tracking across Touches, Order Automation, Touchless Orders, Delivery, and Billing Accuracy, escalating structural issues to the CS Leader for root-cause elimination.
•    Identify process gaps and propose standardization across segments in collaboration with the CS Leader. 
•    Lead or co-lead local and regional projects assigned via the OM Lead Team, including AI and automation initiatives.
 

Knowledge and Experience
•    Native English and advanced Spanish are required (any other language is a plus)
•    Proven experience in Order Management or Customer Service operations, ideally in an FMCG or multinational environment 
•    UK segment and/or Amazon order management experience strongly preferred
•    SAP SD module knowledge; FI and MM knowledge is a plus 
•    Microsoft Office proficiency (PowerPoint, Word, Excel, Outlook) 
•    Power BI as a user; Power Automate knowledge is a plus 
•    Interest or experience in AI tools and process automation
•    People-oriented, with the ability to build strong relationships across functions, cultures, and seniority levels
•    Ability to work as a team player in a dynamic, continuously changing environment
•    Excellent written and oral communication skills
•    Strong collaboration, problem-solving and time management skills
•    Experience in direct customer-facing roles

Duracell Benefits
•    Birthday Breakfast & Welcome Pack
•    Ticket Restaurant
•    Wellhub – Wellness benefit
•    Home Allowance & IT Home Equipment
•    Life insurance and Pension Plan
•    Private health Insurance
•    Preply English & Spanish lessons
•    Working from abroad up to 4 weeks a year
•    Gathering activities
 

#LI-Hybrid