Overview:
The Order Management Specialist reports to the Customer Service Supervisor and is a ‘role-model’ for PepsiCo’s values.
Responsibilities:
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.
Building a more sustainable food system is critical for the health of our communities and the planet we all share. Have a look at the latest efforts by PepsiCo to fight climate change, protect natural resources, and more: https://pepsico.com/sustainability/strategy
The Order Management Specialist is a customer facing role, focused on process excellence within order fulfilment, whose purpose is to:
- ensure that customers’ needs are understood;
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ensure that products are delivered in accordance with customer’s requirements;
- ensure first-time-right order processing;
- deliver excellent customer service.
The Order Management Specialist is a key contributor to ensure customer satisfaction and works closely with internal stakeholders: Customer Service Supervisor & Customer Service Manager and Sales team to define customer needs; with Demand Planning, Distribution Requirement Planning and Logistics teams to ensure orders are fulfilled; with DMO and SaFiCo teams to ensure smooth flow of orders within the systems.
The Order Management Specialist reports to the Customer Service Supervisor and is a ‘role-model’ for PepsiCo’s values.
- Management of semi-automated and manual order acquisition;
- Management of Free of charge and scrap orders;
- Customer requested order amendments;
- Resolution of errors related to all orders including EDI (dependent on level of expertise);
- Resolution of blocked orders due to system set up/ master data issues (dependent on level of expertise);
- Manipulation of orders to maximize efficiency of delivery;
- Management of customer promotion program;
- Out of stock management;
- Interaction with internal stakeholders to ensure all parties have the required information to effectively manage the total supply chain;
- Dispute management, resolve customer complaints and ensure timely follow up of returns and refusals of deliveries and provide appropriate solutions to customers;
- Service analysis for defined customers;
- Build sustainable relationships of trust through open and interactive communication;
- Involvement in customer specific projects;
- Host improvement meetings;
- Report performance against KPIs;
- Adherence to PepsiCo’s policies and guidelines;
- Emergency order handling;
- Handle product recalls;
- Back-up of team members during absences.
- Bachelor degree or higher (e.g. logistics, administration, international commerce);
- Strong eye for detail;
- Analytic skills (able to connect data, events and trends);
- Strong planning & organizational skills;
- Ability to multi-task, prioritize and manage time effectively;
- Excellent communication skills;
- Ability to interact/ adapt to different stakeholders in a professional way;
- People and customer oriented with a positive ‘can-do’ attitude and active listening;
- Result-driven and enthusiastic;
- Team player and able to work autonomously;
- Ability to work under pressure;
- IT literate (Office, CRM, digital tools…);
- Fluent in written and spoken Dutch, French and English.
About PepsiCo
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. For more information, visit www.pepsico.com.
Building a more sustainable food system is critical for the health of our communities and the planet we all share. Have a look at the latest efforts by PepsiCo to fight climate change, protect natural resources, and more: https://pepsico.com/sustainability/strategy
Why PepsiCo BeLux?
PepsiCo BeLux currently employs around 950 people at its three sites, including our headquarters in Zaventem and a production site in Veurne. With well-known strong brands such as Pepsi, Lay’s, Quaker and Looza, we are in the Top 8 of food companies in Belgium. We pride ourselves on being a great place to work and were rewarded for the 10th time with the Top Employer certification Belgium and Europe. Joining PepsiCo means joining a dedicated team where innovation and forward thinking are encouraged.
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