Order Management Process Support Specialist, International Customer Care

Position Overview:

The Customer Care Order Management Process Support Specialist is part of the International Customer Care Order Management Team.  The primary role is to support the International B2C and B2B Order Management process by implementing, supporting and maintaining processes with our 3rd party providers to ensure best practice, our processes are followed & maintained whilst focused on our cost to serve.

The key objectives are:

• Improve and monitor order accuracy on order processing for B2C and B2B

• Support the Order Management Team with New Product Launches and program implementations

• Support 3rd party Order Management teams with escalations and process resolutions

Responsibilities

• Monitor KPI’s for B2C Order Management

• Ongoing identification of process pain points across the International Contract To Cash function. 

• Support a continuous improvement mindset throughout the Order Management and associated functions

• Work with our 3rd party providers to help identify improvement areas from their perspective. 

• Work alongside the commercial & finance teams to ensure any commercial plans that may impact the order management process are reviewed and implemented effectively

• Support the New Product Launch process ensuring Order Management requirements are and implemented to ensure a successful launch

• Close interaction with Insulet EU Customer Care team, aligning on process updates with the CC Training Teams and maintaining open communication.

Key Decision Rights

• Give clear feedback to commercial teams on potential impacts to order management with any new programs ensuring requirements are met prior to implementation

• Decisions on implementing OTC Process improvements

• Decisions on stock management supporting Supply Chain requirements

Required Leadership/Interpersonal Skills & Behaviours

• Collaborative Relationships - Ability to work cross functionally across Internal departments and external partners to drive and implement solutions.

• Ability to organise and prioritise tasks independently

• Analytical Thinking - Positive and creative approach to problem solving.

Required Skills and Competencies

• Self-sufficient - Flexible, and motivated team player capable of multi-tasking and managing workload priorities.
• Strong communication, presence, and relationship building skills, with the ability to interpret and summarize data to aid management in achieving operational goals 
• Excellent oral and written communication and presentation skills, with an ability to interact at all levels of the organization 
• Experience working cross-functionally and cross-culturally in support of business processes and/or systems 
• Establishing Focus - Outstanding attention to detail and ability to organize, prioritise and delegate tasks.
• Attention to Communication - Effective verbal and written communication skills at all levels.
• Results Orientated - Results driven and able to understand multiple complex processes.
• Languages: English fluent, additional language an advantage (Dutch, French, or German preferred)

Education and Experience

• Degree level or other transferable experience
• Demonstrated experience within a call centre or commercial environment and a sound background in order management or other relevant experience
• Exposure to Salesforce.com and SAP ERP systems an advantage

Additional Information

The position will be remote with some office attendance .

Travel is estimated at 25% but will flex depending on business needs.

#LI-KJ1 #LI-Remote

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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