Customer Service Operation
Posted Updated
Description
We are Reckitt
Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.
Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.
Supply
Our supply chain is the backbone of our business. It's how we get our trusted products to people all over the world, safely and efficiently. And it's our talented and passionate teams that make this happen.
If you're looking for a career in supply chain, there's no better place to be than Reckitt. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships.
Our Manufacturing Excellence team help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.
About the role
Provide operational support for customer service activities, including sales order processing, stock allocation, reporting, master data coordination, and process automation. Ensure accurate and timely order fulfilment, reliable reporting, and efficient customer service operations through effective coordination with cross-functional teams.
Scope:
- Manage daily customer service operations, including order processing, stock allocation, order monitoring, and issue resolution.
- Prepare and maintain operational reports using SAP, Excel, and other reporting tools.
- Support process automation and business continuity through UiPath BOT monitoring and execution.
- Coordinate with Sales, Finance, Demand Planning, Supply Chain, customers, and distributors to ensure smooth order execution.
Your responsibilities
- Order Management: Process and monitor customer sales orders, ensuring accuracy, completeness, and timely fulfilment.
- Operational Reporting: Prepare, analyse, and maintain the Weekly Control Tower, PFR 1 Weekly Control Tower, Product Allocation Report, and other operational reports to support business monitoring and decision-making.
- Order Monitoring: Monitor incomplete sales orders, restricted orders, and other order-related issues in SAP, ensuring timely follow-up and resolution.
- Stock Allocation: Monitor product availability and allocation to support order fulfilment and distribution planning.
- Export Order Support: Support Purchase Order (PO) entry for GEM Export processes and ensure accurate and timely handover of relevant data and documents to the GEM team.
- Process Automation: Execute and monitor UiPath BOT processes, including manual execution when required, to ensure operational continuity and efficiency.
- Delivery Issue Management: Monitor and follow up on shipment rejections, returns, and delivery-related issues, to minimize service disruptions.
- Master Data Coordination: Coordinate with Sales and Finance to support customer and distributor master data maintenance, and customer setup.
- Order Validation: Perform manual order verification and reconfirmation to ensure data accuracy and minimize transactional errors.
- Stakeholder Coordination: Work closely with internal teams, customers, and distributors to resolve operational issues, address inquiries, and ensure smooth order execution.
- Continuous Improvement: Identify opportunities to improve reporting accuracy, order processing efficiency, automation, and overall customer service performance.
- Operational Support: Support team members in resolving order processing issues and escalations while ensuring compliance with established procedures and service standards.
The experience we're looking for
- Strong knowledge of SAP Sales Order Processing and Order Management processes.
- Proficient in Microsoft Excel, including Pivot Tables, formulas, and data analysis.
- Experience in reporting and data management using SAP and Excel.
- Ability to work with automation tools such as UiPath.
- Strong analytical and problem-solving skills.
- Excellent coordination and communication skills with cross-functional teams.
- Strong attention to detail and ability to manage multiple priorities simultaneously.
- Ability to work independently while maintaining high accuracy and service standards.
- Good understanding of supply chain, allocation, and customer service operations processes.
The skills for success
Supply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business Acumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.
What we offer
With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.
Equality
We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.
All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.