PS – Order Management 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 Specialist GBS Responsibilities

Order to delivery
•    Handle order creation for 1 segment, prioritize open orders, manage delivery blocks, 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 customer knowledge on order patterns and preferences to optimize efficiency through direct interaction with customer and sales.
•    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.

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.
•    Escalate price claims to Sales and Finance for proper SAP price updates and credit note creation approvals.
•    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
Store documentation and approvals related to NRO and credit/debit notes to support audits. 
•    Keep job aids updated and published on SharePoint.
•    Contribute to KPI tracking across Touches, Order Automation, Touchless Orders, Delivery, and Billing Accuracy. 
•    Flag recurrent issues to the OM Team Leader for escalation and root-cause elimination. 
•    Support local projects assigned via the OM Lead Team.
 

Knowledge and Experience
•    Advanced English + 1 additional fluent language (Turkish, Dutch, and/or French); further languages are a plus 
•    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 
•    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