Specialist, Order Management

Estée Lauder Companies; Kampung Malaysia Tambahan; On-site; MYR 40,000 - 60,000; Full time

Job summary

The Estee Lauder Companies Inc. in Malaysia seeks an experienced SSC professional to manage inbound and manual orders, coordinate with field sales and distribution teams, and ensure timely shipments.

You will validate orders, track allocations for launches, and address inquiries with a focus on accuracy and customer satisfaction. Ideal candidates have 2–3 years in SSC/customer service, strong English communication, and ability to work across diverse teams.

Qualifications

• 2–3 years of experience in an SSC environment with customer service focus.
• Proficient in English written and spoken.
• Retail or related industry experience.
• Strong problem solving and critical thinking skills.
• Attention to detail and ability to work independently.
• Excellent customer service and ability to work with diverse personalities/cultures across the region.
• Ability to adapt focus while maintaining progress on tasks.

Responsibilities

• Monitor and manage inbound orders for EDI accounts and process manual orders in SAP for non-EDI accounts.
• Coordinate with Retail Partners and FSS, and manage saleable/non-saleable items.
• Serve as primary contact for field sales, counter, sales planner, commercial and distribution teams.
• Validate orders, monitor shipments, and manage allocations for launches and promotions.
• Review open order reports, import to spreadsheets, and communicate recommended actions.

Skills

Order management

SAP

Customer service

English communication

Education

Bachelor's degree

Tools

SAP

Job description

Responsibilities

• Monitor and manage inbound orders for EDI accounts and process manual orders in SAP for non-EDI accounts.
• Inclusive of Retail Partner and FSS
• Inclusive of saleable/non-saleable
• Serves as the primary point of contact for field sales, counter, sales planner, commercial, and distribution teams for:
• order management validation
• shipments
• new launch and promotional program allocations
• ELC-owned counter requirements
• Door opening
• service level details
• Review open order reports daily (import into spreadsheets to analyze), communicate and recommend decisions
• Address/Investigate and action orders as required with priority to ensure orders are completed timely to ensure shipping schedules are met
• Proactive management with commercial team to alert on out-of-stock situations
• Alert commercial team of inventory status including counter inventory
• Inform commercial team and retailers of Customer purchase order (PO) errors and summarize EDI transmission errors (encompassing inactive/discontinued products, incorrect SRPs etc.) to improve retailer service level
• Understand the retailers’ process for their POs and routing approvals, including delivery or order cut-off timelines. Communicate with retail buying offices to adjust PO ship and cancel windows to enable shipments. Consider all aspects to align with Retailer/ ship schedules
• Process approved returns orders
• Handle incoming inquiries from all internal and external customers regarding shipments, orders, discounts, etc.
• Other system execution tasks as needed (SAP/UPS/Citrix/QlikView/BI/Warehouse Execution Systems)

Reporting and Analytics

• Produce daily/weekly sales report to track actual orders vs target
• Produce daily/weekly order fulfilment report at channel and customer level
• Produce daily/weekly tracking of store inventory levels vs target

Requirements

• University graduate with 2-3 years of working in an SSC environment with prior experience in Customer Service
• Proficient in English in both written and spoken
• Retail or related industry experience
• Problem solving and critical thinking skills
• Attention to detail and the ability to work independently
• Excellent customer service skills and the ability to work with diverse personalities/cultures across the region
• Ability to change focus when needed, while making regular progress on assigned work/projects