Orders and resolve Team Member

Managing customer orders and customer enquiries while highly driving efficiency and accuracy*.*

This position is responsible for

       Timely and accurate entry of Orders into SAP to ensure customer satisfaction

       Support customer order queries across all ordering method types (phone, email, web portal and EDI)

       Meet set KPIs ensuring all performance targets are achieved

       Identify and help drive business opportunities to improve efficiency and service with our customers, internal business and stakeholders

       Attending to Inbound calls and emails in a prompt and professional manner.

ValuesCore CompetenciesKey Behaviours****Ambition

       Performance

       Continuous Improvement

       People Development

       Set high goals and drive for performance

       Seek all opportunities for continuous improvement

       Identify areas for developing oneself and others

Engagement

       Loyalty

       Accountability

       Tenacity

       Entrepreneurship

       Support positively and protect the company

       Account for his/her own activities and accept responsibility for them

       Overcome obstacles

       Demonstrate an entrepreneurial mind-set

With Simplicity

       Pragmatism

       Transparency

       Accessibility

       Work in a practical and effective manner (with common sense)

       Act and communicate with clarity and transparency

       Ensure relationships are based on accessibility, modesty and proximity

Roles and Responsibilities

       Support strategies, processes, systems use, procedures and schedules to enhance customer service capability whilst ensuring costs stay within budgeting restraints

       Follow directive of Orders Team Leader

       Complete all tasks and duties as reasonably requested by your Team Leader

       Ensure systems and processes serve the best interests of Lactalis and our customers through minimizing waste and finished good write offs whilst enhancing customer service

       Help develop and implement customer service metrics that assist in managing performance

       Actively seek out opportunities to enhance customer service, logistics and distribution capability through various means and initiatives

       Contribute to support and drive set logistics and distribution procedures

       Instil a mind-set of continuous improvement individually as well as a team

       Promote and participate in the Safety Management System and develop a proactive safety culture.

       Be a role model for working safely and promoting a safe working environment.

       Adhere to safe work procedures and systems in consultation with elected OH&S Representatives and team members.

       Proactively contribute to the identification and resolution of workplace hazards.

       Work safely at all times.

       Comply with all relevant environmental legislative requirements.

       Actively contribute to reducing waste, conserving water and energy and other sustainability initiatives.

       Comply with environmental management systems.

       Actively participate in understanding your environmental responsibilities.

         Set clear expectations and lead by example. Deliver on your commitments and strive for excellence.

         Give timely and meaningful feedback that is useful and respectful.

         Adopt a positive approach and appropriately recognise effort and results.

         Communicate openly and honestly, sharing information and knowledge.

         Take personal responsibility for the performance and outcomes of your team.

         Drive supportive accountability and engage your people.

Formal Education and

Statutory Requirements

Nil

Essential Skills and

Knowledge

       Minimum of 3 years within Customer Service / Orders role in an FMCG environment

       Computer Savvy – Great skills in Excel, Outlook, Word with knowledge of SAP & Salesforce preferable as well as able to quickly grasp the use of different systems, manage infrastructure and system challenges

       Professional and friendly manner with strong verbal and written interpersonal skills, to help build effective relationships and processes with our customers, colleagues, higher management and stakeholders

       Display excellent negotiation skills with ability to achieve mutual and acceptable solutions to complex problems that arise

       Ability to manage high pressure situations, manage and resolve issues while keeping calm in a level headed manner

       Able to remain open minded to ideas, adapt quickly and respond well in a rapidly changing environment as well as able to encourage change and motivate others to respond positively

       Advanced attention to detail, time management, accuracy, precision, multi-tasking and prioritisation skills

       Able to work well in a team environment with a can do, happy to help attitude while supporting other colleagues

       Dedicated to Lactalis as well as highly focused on continual improvement both individually and as a team

       Communicate openly and honestly, sharing information and knowledge