Manager Customer Support – Ormco & SPARK

Responsibilities:

SPARK business

• Set up SAP capability to select multiple bill to/ship to locations and cross reference to data selected in DTX Software.
• Integrated customer email addresses within SAP to automatically email customer invoices.
• Establish pricing tiers within SAP and allocate to customer account numbers.
• Reset ZCADR report to display all billing and shipping addresses.
• Override set up for pricing tiers.
• Opening accounts in SAP, validation of customer documents.
• Opening Ormco DTX/ Spark accounts.
• Jira ticket trouble shooting, resolution and process development (SAP & Oracle)
• Format reports from SAP to match formats with support admin toolset.
• Regularly co-ordinate with IT, Integration team to resolve operational issues of production, cases, rolling back, etc.

Ormco Business

• Customer code creation.
• Sales Order creation – Receive customer order, verify details, and place in system as per the SOP.
• Check material availability, backorders, ETA, Co-ordination for receipt of material.
• Check OTD, OTIF, KPI, Bowler’s preparation, RCPA in terms of deviations.
• Act as single point of contact for order receipt, order release, execution & dispatch for the designated area.
• Manage Forecast, indents, CP/ Distributor orders for customers. Ensure timely DN/ CN and support in reconciliation.
• Pro-active communication to sales managers on material unavailability, order confirmation etc.
• Invoice creation.
• PO creation for vendors for intercompany purchases.
• Order management for ORMCO and related co-ordination with sales, global supply, Finance etc.
• Manage High OTD of 97.5% while maintaining DOH of 65 days.
• Customer master data management and MIS reporting. Provide data as per specific sales requirements as per agreed intervals.
• Ensuring adherence to regulatory compliance, SOP’s in customer service operations.

Desired work experience, education & skills:

• Excellent verbal and written communication skills in English.
• Proficient in MS Excel. Experience in Data Collection, Analysis and Reporting.
• In depth knowledge of SAP ERP system. Knowledge of Oracle would be added advantage.
• Graduation/Post Graduation.
• Minimum 7 – 10 years of work experience in CS Operations, Logistics and SCM.
• Knowledge of compliances & various statutory, internal audits.

Other desired skills:

• Task & Problem-solving skills, Pro-active nature
• Exceptional follow up and analytical skills
• Internal & External Customer Focus.
• Teamwork and collaboration.
• High commitment, initiative, flexibility, and openness to innovation.
• Self-motivation and perseverance.
• High sense of responsibility. Analytical skills.
• Result orientated. Able to make right decisions.
• High level of agility and ability to manage internal & external stakeholders.