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Customer Relations Specialist (OTC) m/w/d
Warszawa
Wygasła: 10.05.2024
full-time
umowa o pracę
hybrid work
specialist (Mid / Regular)
Obowiązki:
Establish collaborative customer relationships with defined Top/ Strategic Accounts ensuring Best in Class Experience and swift resolution of conversion of order book and AR Collection and Dispute related issues
Maximizes demand conversion through closely analyzing and coordinating order integrity, fulfillment and in season forecast consumption
Minimize the risk of loss for the company by closely monitoring the ageing and the bad debts and by actively tracking the legal cases
Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities
Maintain appropriate controls and ensure established procedures (SOP’s - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
Facilitate the growth of the Cluster North through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion
Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
Take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systems
Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of cancellation and/or returns requests, negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis® policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning, Finance, Distribution and Vendor party providers
Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts
Ensure Top and Strategic Account Business Plans are operationalized into Order Management and Account Receivables priorities
Produce quality analysis and action plans to minimize the AR positions and Credit blocked orders volume and escalate significant A/R related issues to O2CX and Finance Management on time
Reporting to the Customer Success Business Enablement Manager, you will facilitate, align and drive Cross Functional Customer Success Initiatives
You will periodically review important processes for business integrity, standardized ways of working and best practice sharing. Providing training, technical or strategic solutions where needed to internal Customer Success team and outsourced partner
Gather data and insights to monitor KPIs for areas of improvement/optimization using Lean Six Sigma or other similar method; then share insights with relevant stakeholders
Drive process optimization by prioritizing and aligning demand for technology and other resources with IT and business partners. Providing business case and cost/benefit analysis, technology roadmaps, key business milestones, business requirement documentation and testing scenarios spanning multiple departments and geographies
You will hold working sessions with business partners to identify process improvements
Create and maintain documentation of current processes and all subsequent process improvements/changes
Provide Customer Success business team with necessary information, training and leadership for SAP and other Customer Success projects
Be a first point of escalation for technical issues for the Customer Success team, then investigate, resolve, and or escalate issues
Promote an understanding of Customer Success’ roles, processes and activities to partners across teams. Acts as an advocate for adhering to best practices and manages customer expectations
Develop and publish routine and ad hoc analytics and insights focused on market and consumer dynamics, Customer Success performance (increase order conversion ratio, team productivity/efficiency, capacity planning and cash conversion cycle)
Act as subject matter expert (SME) on business processes, SAP and other system functionality and reporting
Maintain established controls and ensure established procedures (SOP’s - Standard Operation Procedures) are followed in close collaboration with the external provider (WIPRO) to achieve agreed targets
Establish close customer relationship with defined Strategic Digital Accounts and act as first point of contact related conversion of order book and planned demand
Facilitate the growth of the Digital Channel through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion
Key Responsibilities and Accountabilities:
Single point of contact for Strategic contacts for consolidated view/reporting on order status/delivery
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for European product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of returns, organize collection and return of goods as per Levi’s policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning and Vendor party providers
Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation
Ensure Strategic Digital Business Plans are operationalized into Order Management priorities
Identify root cause of both LSE and LSA daily transmission errors. Resolve shipments, invoices, order responses, cancellations and ILN errors while driving system and business process changes to eliminate those errors.*
LSE, LSA and AMA new customer implementations along with existing customer requirement changes to both EDI transactions and AS2 connectivity. Commonly includes requirement gap analysis, extensive testing and continuous contact with customers and third party providers to negotiate and advise deliverables. Creative problem solving often required to meet customers’ requirements.*
Regional IDoc error resolutions
EDI related SAP incident resolutions
LSE and LSA, AMA new customer & new store set-up
Maintenance and user requests for Catalogs (GXS, SPS Commerce, 1WorldSync) and Wholesale Vendor Sites (various customers).*
POS/Velocity research and resolution
Manual data pushes, including VMI
Training users on business processes (due to turnover/lack of knowledge transfer)
Regional VMI implementations
Regional claims support
Material determination clean up
Monitor allocation and delivery due to ensure results are in line with the business requirements
Help ensure that the A/OF group maintains focus on balancing the priorities of the business and shipping schedules with capacities in the Distribution Centers
Develop and contribute to performance reporting, both operational and management
Collaborate and assist with global and regional initiatives
Perform data analysis. Propose and implement actions to improve effectiveness and efficiency of the order fulfillment activities
Partner with Sales Operations and Distribution Centers to improve workflow. Develop and implement strategies to ensure distribution center workflow more accurately mirrors sales priorities
Learn and demonstrate competence with the daily order management and returns management activities
Assist in generating reporting to key business partners with analysis including size selling, order reconciliation, product distribution recommendations
Assist the Order to Cash team, performing order management activities, as needed
Directs the production process at the finishing department, ensuring that the assumed production volume is delivered on time depending on the demand and budget arrangements
Responsible for developing and implementing new technologies, finishes and models into the production process
Lead and develop a team, including managing their perfor-mance, work assignment and other management responsibilities to maintain an effective and engaged team
Introduces organizational changes and technological im-provements to maximize the use of production capacity and human resources
Ensures optimization of production costs by analyzing rele-vant factors (recipes, use of machine working time, efficiency) and introducing necessary changes
Ensures adequate working conditions in terms of OHS for subordinate employees
Ensures team priorities and skills are driven towards managing collaborative customer relationships, ensuring Best in Class Experience, swift resolution of order/demand conversion and AR Collection and Dispute management
Maintain appropriate controls and ensure established procedures (SOP’s - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
Facilitate the growth of the Cluster North through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion, cash collection and dispute resolution
Communicates and trains on new procedures, programs and/or policies to the team. Ensure implementation and engagement in new processes, systems and tools
Resource planning, capacity management and consumption. Ensures resource utilization in line with business priorities and manages overall OPEX cost control related to HC and T&E provision for the team
Identify bench strength for key positions and ensure high-potential individuals are identified and developed. Analyze skill gaps across the teams and work with HR and direct reports to develop needed training programs
Drives business process improvements and simplification/automation through identifying and supporting digitalization tool expansion and engagement (CX & BComm)
Manage the external supplier to ensure all Order Management, Consumer Service and AR KPI’s & SLA’s are met while ensuring vendor compliance requirements are maintained
Ensures and governs integrity of Service Model vs Account Classification Framework, ensuring Sales Disciplines in place to protect the service model integrity
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly operational reviews. Takes and directs corrective actions where necessary
Maximizes demand conversion through closely analyzing and coordinating order integrity, fulfillment and in season forecast consumption
Minimize the risk of loss for the company by closely monitoring and taking appropriate action on AR ageing and bad debts and by actively tracking and assigning legal cases. Takes and directs corrective actions where necessary
Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities
Manage the relationship with the external supplier to ensure collaborative partnership in achievement of regional business goals
Build and maintain strong and supportive relations with all relevant cross functional partners (Sales teams, Logistics, Planning, Finance, Merch, Marketing, Legal and Supply Chain members)
Represent O2CX Teams into relevant meetings/stakeholder collaborations (Order Conversion, DC Operational reviews etc) ensuring Distribution/logistics partnered plans for aligned to shipment priorities
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
Ensures on time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing and agreed trade terms
Testing of new system functionalities and maintenance of all training materials as relevant
Ensure that customer data is maintained, is up to date always with high accuracy
Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
Drives relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts
Ensure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targets
Establishes and maintains a strong working partnership with Global O2CX Team Leadership peers ensuring Global consistenc
Ensures the efficiency of all equipment and machines in a company within the set budget and in accordance with applicable standards, legal regulations and occupational health and safety requirements
Guarantees the reliability of power machines and equipment as well as power, communications, notification and access systems
Prepares and conducts investment projects within the technical infrastructure
Takes part in the implementation of ISO and 5S management systems
Establish and maintain effective partnerships within the organization, partner with MPM and management team to enable the business performance through people, teams, work organization, systems, data reporting and analysis
Organize workplace and work supervision in accordance with health and safety regulations
Lead and coordinate own team, clarifying roles and responsibilities, ensuring effective communication, support & coaching, and following up individual achievements
Manage cooperation with vendors/suppliers in matters related to maintenance area
Manage production execution on production departments according to established KPIs
Establish and maintain effective partnerships within the organization, partner with MPM and management team to enable the business performance through people, teams, work organization, systems, data reporting and analysis
Manage optimization of production cost by introducing organizational and technological changes to maximize production effectiveness
Guarantee compatibility of produced items with technological documentation and quality requirements
Manage timely and accurate preparation and initiation of new items for mass production
Organize workplace and work supervision in accordance with health and safety regulations
Lead and coordinate own team, clarifying roles and responsi-bilities, ensuring effective communication, support & coach-ing, and following up individual achievements
Manage cooperation with vendors/suppliers in matters related to production process
Ensures team priorities and skills are driven towards managing collaborative customer relationships, ensuring Best in Class Experience, swift resolution of order/demand conversion and AR Collection and Dispute management
Maintain appropriate controls and ensure established procedures (SOP’s - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
Facilitate the growth of the Cluster North through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion, cash collection and dispute resolution
Communicates and trains on new procedures, programs and/or policies to the team. Ensure implementation and engagement in new processes, systems and tools
Resource planning, capacity management and consumption. Ensures resource utilization in line with business priorities and manages overall OPEX cost control related to HC and T&E provision for the team
Identify bench strength for key positions and ensure high-potential individuals are identified and developed. Analyze skill gaps across the teams and work with HR and direct reports to develop needed training programs
Drives business process improvements and simplification/automation through identifying and supporting digitalization tool expansion and engagement (CX & BComm)
Manage the external supplier to ensure all Order Management, Consumer Service and AR KPI’s & SLA’s are met while ensuring vendor compliance requirements are maintained
Ensures and governs integrity of Service Model vs Account Classification Framework, ensuring Sales Disciplines in place to protect the service model integrity
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly operational reviews. Takes and directs corrective actions where necessary
Maximizes demand conversion through closely analyzing and coordinating order integrity, fulfillment and in season forecast consumption
Minimize the risk of loss for the company by closely monitoring and taking appropriate action on AR ageing and bad debts and by actively tracking and assigning legal cases. Takes and directs corrective actions where necessary
Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities
Manage the relationship with the external supplier to ensure collaborative partnership in achievement of regional business goals
Build and maintain strong and supportive relations with all relevant cross functional partners (Sales teams, Logistics, Planning, Finance, Merch, Marketing, Legal and Supply Chain members)
Represent O2CX Teams into relevant meetings/stakeholder collaborations (Order Conversion, DC Operational reviews etc) ensuring Distribution/logistics partnered plans for aligned to shipment priorities
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
Ensures on time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing and agreed trade terms
Testing of new system functionalities and maintenance of all training materials as relevant
Ensure that customer data is maintained, is up to date always with high accuracy
Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
Drives relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts
Ensure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targets
Establishes and maintains a strong working partnership with Global O2CX Team Leadership peers ensuring Global consistenc
Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
Take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systems
Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of cancellation and/or returns requests, negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis® policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning, Finance, Distribution and Vendor party providers
Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts
Ensure Top and Strategic Account Business Plans are operationalized into Order Management and Account Receivables priorities
Produce quality analysis and action plans to minimize the AR positions and Credit blocked orders volume and escalate significant A/R related issues to O2CX and Finance Management on time
Ensure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targets
Ensure the service provider has accurately completed all cash applications in accordance to the SLA’s
Conduct account reviews for A/R balances to provide commercial teams with information about debt position, payment history and creditworthiness ahead of customer appointments and attend if appropriate
Get past due invoices paid and identify why invoices have become delinquent so action can be taken where necessary to resolve and avoid recurrence
Monitor accounts for invoices coming due to ensure that payments will be received. Proactively review customer account / statement / websites for clear account subledger
Manage assigned accounts to ensure that the past due balances do not exceed the established past due percentages and that agreed targets are met. Maintain regular communication with customers
Actively support the bad debt and legal procedures for the Cluster Channel. Review the Bad Debt proposal in liaison with the Credit Controller
Support the business growth objectives through executing order management, returns/dispute management and reporting activities for the respective customers
Serve as the primary order management liaison
Ensure highest level of customer service and support provided to business partners and customers thru proactive communication to ensure all issues are resolved on time and in quality manner
Generate management level reporting; effectively review and analyze the order KPIs for customers assigned. Deliver daily/weekly/monthly reporting
Modify orders in accordance with order management policies and procedures. Inform customers about procedures of orders’ changes
Keep customers’ database for Sales and Marketing purposes updated
Support POSMs planning & distribution processes. Manage logistical operations connected with POSMs and furniture
Forward all important updates and documents (assortment plans, returns lists etc.) from Allocators/Planners to customers. Making sure that Allocators/Planners are aware of all feedbacks from customers
Support administrative processes for commissioners and own stores, coordinating projects and other ad hoc initiatives. Executing correct special actions for Retail – Sales, MSS, promos
Maintain local Retail systems (prices, pricelists). Make sure that prices in stores are correct
carrying out inspections of working conditions and compliance with health and safety rules,
informing the employer about the occurrence of hazards on the premises of the plant,
preparation of analyses of the technical condition of the premises,
organizing trainings in the field of OHS,
participation in the development and evaluation of assumptions and documentation regarding the modernization of the plant,
keeping records, completing and storing documents regarding accidents at work,
participation in determining the circumstances and causes of accidents,
giving opinions on detailed instructions regarding occupational health and safety of workplaces,
advice on the application of regulations and principles of occupational health and safety,
participation in the assessment of occupational risk,
advice on the organization of positions where dangerous factors are present, harmful to health,
participation in the development of company collective agreements, internal regulations, regulations and general instructions on occupational health and safety
To facilitate timely and accurate execution of customer onboarding, order intake, order management and conversion
To Control Accounts Receivable collection management and After Sales dispute/returns management maximizing cash flow, revenue and profitability
To Serve as a dedicated Single point of Contact to Top and Strategic Accs, collaborating proactively in delivering Best in Class Customer Experience
To Partner with the External Supplier ensuring accurate, timely execution of all O2CX Back Office tasks within agreed SLA’s/KPI’s
Key Measurables:
KPI’s: Net revenue, DSO, Overdue, Bad debt provision, Aged receivables, Order Fulfillment (On Time and Complete)
Describe the key outputs and actions (normally consistent year to year) necessary to achieve job purpose and list actions that must be performed to achieve the critical results
Establish collaborative customer relationships with defined Top/ Strategic Accounts ensuring Best in Class Experience and swift resolution of conversion of order book and AR Collection and Dispute related issues
Maximizes demand conversion through closely analyzing and coordinating order integrity, fulfillment and in season forecast consumption
Minimize the risk of loss for the company by closely monitoring the ageing and the bad debts and by actively tracking the legal cases
Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities
Maintain appropriate controls and ensure established procedures (SOP’s - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
Facilitate the growth of the Cluster North through optimizing operational excellence of end to end O2CX process from order procurement through delivery conversion
Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
Take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systems
Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of cancellation and/or returns requests, negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis® policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
carrying out inspections of working conditions and compliance with health and safety rules,
informing the employer about the occurrence of hazards on the premises of the plant,
preparation of analyses of the technical condition of the premises,
organizing trainings in the field of OHS,
participation in the development and evaluation of assumptions and documentation regarding the modernization of the plant,
keeping records, completing and storing documents regarding accidents at work,
participation in determining the circumstances and causes of accidents,
giving opinions on detailed instructions regarding occupational health and safety of workplaces,
advice on the application of regulations and principles of occupational health and safety,
participation in the assessment of occupational risk,
advice on the organization of positions where dangerous factors are present, harmful to health,
participation in the development of company collective agreements, internal regulations, regulations and general instructions on occupational health and safety
Identify root cause of both LSE and LSA daily transmission errors. Resolve shipments, invoices, order responses, cancellations and ILN errors while driving system and business process changes to eliminate those errors.*
LSE, LSA and AMA new customer implementations along with existing customer requirement changes to both EDI transactions and AS2 connectivity. Commonly includes requirement gap analysis, extensive testing and continuous contact with customers and third party providers to negotiate and advise deliverables. Creative problem solving often required to meet customers’ requirements.*
Regional IDoc error resolutions.*
EDI related SAP incident resolutions.*
LSE and LSA, AMA new customer & new store set-up.*
Maintenance and user requests for Catalogs (GXS, SPS Commerce, 1WorldSync) and Wholesale Vendor Sites (various customers and LeviLink).*
POS/Velocity research and resolution
Manual data pushes, including VMI
Training users on business processes (due to turnover/lack of knowledge transfer)
Regional VMI implementations
Regional Claims support
Material Determination clean up
Provide assistance to the Allocation Manager to enable the optimization of allocation and order fulfillment (regions)
Monitor allocation and delivery due to ensure results are in line with the business requirements
Help ensure that the A/OF group maintains focus on balancing the priorities of the business and shipping schedules with capacities in the Distribution Centers
Develop and contribute to performance reporting, both operational and management
Collaborate and assist with global and regional initiatives
Perform data analysis. Propose and implement actions to improve effectiveness and efficiency of the order fulfillment activities
Partner with Sales Operations and Distribution Centers to improve workflow. Develop and implement strategies to ensure distribution center workflow more accurately mirrors sales priorities
Learn and demonstrate competence with the daily order management and returns management activities
Assist in generating reporting to key business partners with analysis including size selling, order reconciliation, product distribution recommendations
Assist the Order to Cash team, performing order management activities, as needed
carrying out inspections of working conditions and compliance with health and safety rules,
informing the employer about the occurrence of hazards on the premises of the plant,
preparation of analyses of the technical condition of the premises,
organizing trainings in the field of OHS,
participation in the development and evaluation of assumptions and documentation regarding the modernization of the plant,
keeping records, completing and storing documents regarding accidents at work,
participation in determining the circumstances and causes of accidents,
giving opinions on detailed instructions regarding occupational health and safety of workplaces,
advice on the application of regulations and principles of occupational health and safety,
participation in the assessment of occupational risk,
advice on the organization of positions where dangerous factors are present, harmful to health,
participation in the development of company collective agreements, internal regulations, regulations and general instructions on occupational health and safety
Identify root cause of both LSE and LSA daily transmission errors. Resolve shipments, invoices, order responses, cancellations and ILN errors while driving system and business process changes to eliminate those errors.*
LSE, LSA and AMA new customer implementations along with existing customer requirement changes to both EDI transactions and AS2 connectivity. Commonly includes requirement gap analysis, extensive testing and continuous contact with customers and third party providers to negotiate and advise deliverables. Creative problem solving often required to meet customers’ requirements.*
Regional IDoc error resolutions.*
EDI related SAP incident resolutions.*
LSE and LSA, AMA new customer & new store set-up.*
Maintenance and user requests for Catalogs (GXS, SPS Commerce, 1WorldSync) and Wholesale Vendor Sites (various customers and LeviLink).*
POS/Velocity research and resolution
Manual data pushes, including VMI
Training users on business processes (due to turnover/lack of knowledge transfer)
Regional VMI implementations
Regional Claims support
Material Determination clean up
Provide assistance to the Allocation Manager to enable the optimization of allocation and order fulfillment (regions)
Monitor allocation and delivery due to ensure results are in line with the business requirements
Help ensure that the A/OF group maintains focus on balancing the priorities of the business and shipping schedules with capacities in the Distribution Centers
Develop and contribute to performance reporting, both operational and management
Collaborate and assist with global and regional initiatives
Perform data analysis. Propose and implement actions to improve effectiveness and efficiency of the order fulfillment activities
Partner with Sales Operations and Distribution Centers to improve workflow. Develop and implement strategies to ensure distribution center workflow more accurately mirrors sales priorities
Learn and demonstrate competence with the daily order management and returns management activities
Assist in generating reporting to key business partners with analysis including size selling, order reconciliation, product distribution recommendations
Assist the Order to Cash team, performing order management activities, as needed
Manage production execution on sewing and cutting departments according to established KPIs
Establish and maintain effective partnerships within the organization, partner with MPM and management team to enable the business performance through people, teams, work organization, systems, data reporting and analysis
Manage optimization of production cost by introducing organizational and technological changes to maximize production effectiveness
Guarantee compatibility of produced items with technological documentation and quality requirements
Manage timely and accurate preparation and initiation of new models for mass production
Organize workplace and work supervision in accordance with health and safety regulations
Lead and coordinate own team, clarifying roles and responsi-bilities, ensuring effective communication, support & coach-ing, and following up individual achievements
Manage cooperation with vendors/suppliers in matters related to cutting or sewing process
Work with and handle given enterprise system SAP to ensure vendor / P-Req / PO management, goods & service receiving and manage entire invoice & claim handling
Be the contact person for vendor queries and engage with colleagues in the Global Business Service organization to resolve issues and ensure costs are properly and timely recorded in our books
Collaborate with all internal and external partners to ensure a legal and aligned financial process from supplier selection till correct booking for all North Europe countries
Manage vendors and external service providers to accomplish the best results for the company
Administrate and support cost controlling procedures for store roll-out budget and work closely with BX team and Finance to identify over-/ underspend
Documentation of business processes including correct sign off & contract management (TBD)
Manager the Vendor Master Data – updates, unblocking, new vendor requests
Manage CLM system – adding SOW, MSA & NDA’s
Reporting: manage SAP reporting & rollout reporting on internal tracking documents ensuring information is keyed and updated according to required deadlines
Customer Experience Specialist O2CX - Strategic Digital
Warszawa
Wygasła: 10.08.2022
full-time
umowa o pracę
specialist (Mid / Regular)
Obowiązki:
Single point of contact for Strategic contacts for consolidated view/reporting on order status/delivery
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for European product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of returns, organize collection and return of goods as per Levi’s policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning and Vendor party providers
Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation
Ensure Strategic Digital Business Plans are operationalized into Order Management priorities
Customer Experience Specialist O2CX - Strategic Digital
Warszawa
Wygasła: 10.08.2022
full-time
umowa o pracę
specialist (Mid / Regular)
Obowiązki:
Single point of contact for Strategic contacts for consolidated view/reporting on order status/delivery
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for European product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of returns, organize collection and return of goods as per Levi’s policies
Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning and Vendor party providers
Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation
Ensure Strategic Digital Business Plans are operationalized into Order Management priorities
Manage production execution on sewing and cutting departments according to established KPIs
Establish and maintain effective partnerships within the organization, partner with MPM and management team to enable the business performance through people, teams, work organization, systems, data reporting and analysis
Manage optimization of production cost by introducing organizational and technological changes to maximize production effectiveness
Guarantee compatibility of produced items with technological documentation and quality requirements
Manage timely and accurate preparation and initiation of new models for mass production
Organize workplace and work supervision in accordance with health and safety regulations
Lead and coordinate own team, clarifying roles and responsi-bilities, ensuring effective communication, support & coach-ing, and following up individual achievements
Manage cooperation with vendors/suppliers in matters related to cutting or sewing process
Manage production execution on sewing and cutting departments according to established KPIs
Establish and maintain effective partnerships within the organization, partner with MPM and management team to enable the business performance through people, teams, work organization, systems, data reporting and analysis
Manage optimization of production cost by introducing organizational and technological changes to maximize production effectiveness
Guarantee compatibility of produced items with technological documentation and quality requirements
Manage timely and accurate preparation and initiation of new models for mass production
Organize workplace and work supervision in accordance with health and safety regulations
Lead and coordinate own team, clarifying roles and responsi-bilities, ensuring effective communication, support & coach-ing, and following up individual achievements
Manage cooperation with vendors/suppliers in matters related to cutting or sewing process
You will be working closely with cross-functional teams including ecommerce, digital marketing, brand marketing, CRM & loyalty, to support north Europe online business. You will be working closely with our paid media agency as well as SEO agency to make sure we achieve our objectives. You should be comfortable with numbers, confident with data analysis and passionate about digital marketing. In detail you would be focus on below areas:
Paid media channels, including paid search, shopping, paid social, programmatic display and affiliates
o Collaborate with our ecommerce team to ensure our media agency activates promotional campaigns on paid channels for north Europe
o Work with our creative studio to provide ad copies, creative assets to our media agency
o Monitor the weekly channel trends and KPIs in line with the latest media plans
o Partner with media agency to identify new partnership opportunities
SEO
o Support of a wide range of SEO efforts such as:
o Involvement in blog content. Being the intermediary between content creation, asset management and the ecommerce team
o Following up on rank tracking of important keywords
o Owning content optimization projects from end to end
o Monitor the weekly channel trends and KPIs
o Monitor SEO specific KPIs and report/act on the data
Data & Analytics
o Help with building customer data platform for Europe
o Help with preparing performance media decks for key internal and external stakeholders
o Help with ad hoc web analytics reporting
o Help monitor performance media KPIs and trends across markets and brands
o Monitor and act upon trends in the performance landscape (new betas, media consumption trends etc.)
o Leverage internal dashboard, platforms, e.g. Similar web to provide additional insight to optimize digital marketing efforts
Oversees entire store portfolio (partner & O&O), ensures data accuracy in Property Summary, Partner Retail Stores Overview and Expansion/Capex Tracker. Ensures yearly property summary updates
Support to set up Strategical Business Pan and Distribution Strategy
Capex budget control – follow up, update & alignment with finance planning for finance plan and forecasts
AFP & QBR building & works closely with finance planning to control and analyses performance and kpi, identifies opportunities and blind spots in the business
Internal communication and coordination of tasks in partner retail and real estate
Prepares meetings and overviews for ongoing projects (status renewals, closings, new projects) and discuss further procedures
Creates presentations, dashboards and reporting files
Execute/manage dedicated projects and tasks as delegated within framework of role and /or set of competencies
Preparation of SBD´s, Store Briefs (RPB), meetings/presentations (landlord/broker/developer meetings, internal meetings)
Ownership of lease data base – control and flag critical dates and updates – alignment with real estate team to ensure accuracy
Preparation of monthly cluster real estate board
Supporting fleet/portfolio reviews with the team, building rent & performance analysis
Flags and follows up contractual lease ends, break options and critical dates
Setting up contracts, addendums, with legal/external lawyers, incl. signing process
Support in lease related tasks – negotiation, legal review, communication with landlord
Market research and market mapping - collaboration with 3rd parties and collecting, evaluating and archiving market data, preparation of market reviews and competitor analyses
Flags and follows up FR store ends, break options and critical dates – ensures data accuracy in FR stores data/overviews
Preparation of SBD´s, Store Briefs (RPB), meetings/presentations (e.g. partner QBR´s)
Commercial implementation and support of xstore and omni channel capabilities in partner stores – project management and commercial counterpart – commercial interface between IT and franchise partner
Review and flag operational blind spots of partner business based on kpi analysis to achieve operational excellence in partner stores
Setting up FR store schedules, addendums to MFA with legal/external lawyers, incl. signing process
Creating annual real estate action plans for each partner and follows up with partner/real estate team
Support partner store opening processes, following up on status quo, connecting departments to ensure smooth store openings
Quarterly DIP/Bonus process for Partner DM´s – calculation and communication to finance planning and HR/payroll
Single point of contact for Strategic contacts for consolidated view/reporting on order status/delivery
Ensures customer receives all the relevant information relating to open orders & deliveries
Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
On time delivery for European product launches or tests to be aligned with marketing strategy and timelines
Governance of order book pricing aligned to agreed trade terms
Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
Testing of new system functionalities and maintenance of all training materials as relevant
Act as the first point of contact and take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts
Ensure that customer data is maintained, is up to date always with high accuracy
In the case of returns, organize collection and return of goods as per Levi’s policies
Investigate and solve for customer claims and disputes related to order management root cause (examples: missing discount, short deliveries)
Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning and Vendor party providers
Ensure agreed OM activities are carried-out on time and within agreed service levels by the external provider as agreed
Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management and delivery process automation
Ensure Strategic Digital Business Plans are operationalized into Order Management priorities