Order Management Officer

Primary purpose of the position:

• To efficiently manage the order fulfillment processes and in accordance with established operation policies/procedures.
• Actively participate and comply with the environmental, health and safety policy of PT Goodyear Indonesia Tbk.

Responsibilities:

Customer contacts

• Act as the first customer contact person to handle customer inquiries for assigned area, OEM and staff purchased/Kopkar and WFFS (withdrawal from finished stock), such as order status and pricing.
• Provide feedback to the relevant sales, supply chain & finance personnel regarding order status and/or changes.

Order processing

• Process customer orders/changes according to established department policies/procedures after confirming stock availability and customer product allocation. Communicate with customers on relevant information, e.g., payment method, delivery schedules, product availability, and credit terms, and coordinate with supply chain, logistics, and finance personnel. Prepare order confirmation with approval and confirmation from sales supervisor. Process customer returns according to established policies/procedures.
• Process OE orders from OEM customers by liaising with OE Manager, Supply Chain, and Finance Team related. Drive the OE Order processing to meet the order timeline as required by OEM customers.
• Handle data entry for new defective return tire & FOC program.
• Provide daily sales report.
• Provide Weekly OE Report.

Shipping and delivery coordination

• Prioritize delivery schedules based on first come first served and customers’ delivery requirements and electronically process delivery orders.
• Track feedback from transportation or warehousing service providers/suppliers/carriers/logistics, etc., to ensure timely order delivery.
• Communicate timely with Local RP customers and OEM customers on delivery status.
• Record & report the delivery performance achievement to OEM customers.

Administration of customer complaints and claims

• Ensure claim adjustment is handled properly according to valid policy.
• Record and follow up the voice of customer from OEM.
• Alert the supervisor and respective sales & supply chain personnel on any unmet customer needs.

Reporting

• Provide report according to business inquiry.

Qualifications:

• Bachelor degree from any major.
• Minimum 1 year of experience in order processing or customer service.
• Understand Product Knowledge, Business Process, and Sales Environment.
• Having capabilities of an order processing view, with an ability to work management, influencing people, and teamwork.
• Excellent team player, bias for action and results.
• Have intuitive nature, high personal integrity.
• Ability to think creatively and analytically.
• Ability to work cross-functionally.
• Strong interest in automotive, tyre, and accessories.
• Computer literate.
• Familiar with SAP.