Sr. Associate - Open Orders Management

Avantor is looking for a Senior Associate - Open Orders Management . This role is responsible for delivering a good level of customer service by providing reliable pieces of information about the delivery dates of our products to the end customers.

The management team will analyze the work of the OOM representatives through business targets, Key Performance Indicators & service-level agreement achieved by the associates through fast and diligent process support.

 The OOM associate is responsible for processing customer purchase orders, resolving issues regarding deliveries, handling general enquiries, offering alternatives for products that are no longer available, and making sure the product deliveries reach the final customer location.

General responsibilities:

• Order amendments (adding alternatives to the customers’ orders, changing requested delivery date etc.)
• Handling customer inquiries (eg delivery date, documents, certificates, price confirmation etc.)

• Close collaboration with local Customer Service and Sales teams
• Checking reports that prevent us from delivering the goods (eg blocks, reservations etc)
• Open Orders Management (proactively working on open sales so that we can ship goods and invoice the customers)

Day to day Responsibilities:

• Make sure all customer orders are in a constant flow
• Identify the issue / root cause for the issue (in case we can not deliver the goods to our customers in time)
• Check open sales orders on different criteria;
• Make changes on orders in SAP (the enterprise resource planning tool we use for managing Sales and Deliveries)
• Communicate with relevant departments to solve all open orders for which the OOM rep is accountable
• Communicate with local customer service offices in the countries for which we offer support
• Communicate with customers directly for alternatives if items are not available
• Enter information in SAP for various orders
• Review /Analysis of Open Order Reports (using applications such as Excel, Qlikview, Power BI);
• Communication of relevant information to various teams
• Identification and solution of non-standard cases

Other tasks might include but are not limited to various process improvements and/or process related projects like:

• Workload assignment; task assignment;
• Light reporting activity;
• Work on various process documentations when asked to (review, update, edit, translate)
• Knowledge transfer to new hires when required (process overview, procedure explanation, training, shadowing and other relevant activities)

 Qualification

• Any Graduate Degree with 3+ years in a fast paced, customer focused environment
• Biopharma/Lab environment knowledge (preferable)
• Language skills - Fluent in English

Skills and competences:

• Experience in Order Management or/and Customer Service;
• Experience in working in a multinational company environment;
• Previous experience in SAP
• Good Excel skills
• Interested in data crunching
• Process focused
• Problem solving skills

Soft skills:

An ideal OOM representative would display the following abilities:

• Highly focused on customer needs as well as proactive and team focused
• Outstanding interpersonal skills with the ability to comfortably interact with internal and external stakeholders and various client types (e.g. technical, end users and intermediate buyers)
• High sense of responsibility
• Eager to learn and consistently improve their knowledge
• Thinks outside the box in order to exhibit innovation
• Developing better, faster, or less expensive ways to do provide quality services to our end customers
• Motivated to deliver value in every interaction
• Quickly and effectively solving customer problems
• Thinks through and analyzes complex issues while working with fix deadlines
• Being able to work in a fast-paced & changing environment
• Problem solving skills

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.
 
The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.
 
We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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3rd party non-solicitation policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation