Order Management Advisor Spanish Speaker (m/f)

CSC / Order Management

Reporting to: Customer Service Team Leader 

Department/Function: CSC / Order Management 

Location: Maia, Portugal

Purpose of the position

Process all orders placed by customers timely and accurately to allow an efficient scheduling processes, including to inform and provide solutions to the customer when required on failed or aborted deliveries, organizing urgent deliveries in critical situations, in order to foster customer’s loyalty to the Linde Brand and enhance Customer Experience.

Main responsibilities

  • Responsible to receiving and processing incoming orders via email, phone, fax or web-shop from existing customers
  • Responsible to inform /provide solutions to the customer when required on failed or aborted deliveries, organising urgent deliveries in critical situations
  • Assure accuracy in input of customer orders into SAP system, based on rules and procedures including medical business specifications. 
  • Support any scheduling and delivery changes required by Supply Chain, updating the system 
  • Inform customer by telephone or e-mail on changes on products, products quantity and any anticipated delay. 
  • Receive, respond and handle all complaints regarding the shipment. 
  • Solve Urgent Requests from customers by aligning with Planning and Transport teams
  • Provide solution in case of shortage of products by reviewing requests history, delivery date, frequency of requests, contacting sales and planning, and finally prioritizing on which customer to deliver in case of product shortage or unplanned orders
  • Check incorrect customer request and invoice if required. 
  • Check with Back office and credit teams for updating/including addresses, credit limits and products prices
  • Obtain all relevant data and specifications to enter this information into SAP, to make the shipment flawless. 
  • Support the Quality Regulatory Affairs – QRA when required.
  • Assure deliveries rejected by the customer are dully processed 

Key interfaces

  • Customer (in-bound calls, out-bound calls, e-mails). 
  • Sales Partner (out-bound calls, specific request)
  • Back Office (Master data modifications, stock transfer). 
  • CTC (release exceed credit limits orders, unblock customers)
  • Sales (shortage periods for decision Matrix)
  • Planning (ensure all orders are taken into consideration for shipment, urgent orders)
  • Transport (shipment not done, urgent orders). 
  • Re-Entry (request of changes to regularize the outbound document)
  • QRA

Required critical behaviours or competencies (suggest ca. 5)

  • Customer Focus
  • Results Delivery
  • Cross-cultural communication and Collaboration
  • Personal Development
  • Influencing

Required key skills (functional/technical)

  • Able to work under pressure and in a high volume workload, fast-paced environment
  • Able to communicate efficiently by phone and email with customers on a daily basis (handling requests and complaints ect)
  • Proactive, focused on responding promptly to actions 
  • Data accuracy and detailed oriented
  • SAP/ERP Basic Knowledge (preferred)
  • Language spoken in the specific market (native or C2: Dutch, French, Portuguese or Spanish) and English level B1 (preferred)
  • Agility using Computer / different software and screens.
  • Time management: Highly organized, adaptable individual with effective time management and prioritization skills
  • Build credibility with internal and external customers

Required qualifications/experience

  • Minimum required Secondary school (High School) 
  • Customer Service (Front Office / Order Entry /Back Office) /Sales  experience preferred

To Apply

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