Senior Order Management Specialist

2 weeks ago

Johannesburg, South Africa Cepheid Full time

At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we’re working at the pace of change to improve patient lives with diagnostic tools that address the world’s biggest health challenges.

The Senior Order Management Specialist is responsible for processing orders, expediting and coordinating the flow of work within Order Management team or between internal departments. This role will deliver operational excellence in the Order Management team to support the SSA Commercial Ops’ strategic and operational goals and help them achieve their revenue goals. This role acts as a role model and a key point of contact, implementing best practices and leading continuous improvement activities to enhance customer experience.

**In this role, you will have the opportunity to**:
Monitor and analyse quality, productivity, turn-around-time related to order management, complaints management, invoice management and OTD.

Provide analytical customer related reports to management, sales and customers as needed and take pro-active actions where required

Troubleshoot and analyse complex problems including escalations

Process customer orders in compliance with company policies and standard operating procedures demonstrating excellent data entry skills to quickly and accurately review and input data

Lead and monitor EDI and digital order processing. Assist with EDI and digital platforms issues

Track orders to delivery, problem solve delivery issues and strive for continuous improvement of OTD (On Time Delivery) metric

Ensure timely capturing and resolution of complaints in SFDC. Partner with the Quality Representative to champion root cause analysis and drive reduction in recurring issues resulting in complaints

Ensure timely and accurate invoice management & dispute resolution working in close collaboration with Accounts Receivable

Ensure timely and accurate processing of credit notes

Demonstrate high commitment in resolving customers issues and responding to order status enquiries, ensuring a high level of customer satisfaction

Implement and lead initiatives and projects to support a customer centric organization in the EMEA Order Management organization

Act as a referent in Order Management activities across SSA, implement and sustain best practices and process optimization

Take the lead in the daily Visual Daily Management meetings to drive improvements in key metrics

Utilise Problem Solving to drive to root cause and implement countermeasures. Coach other team members to effectively utilise problem solving methodology

Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction

Ensure compliance to internal policies and quality procedures. Take the lead in audits as required

Leverage and ensure that DBS fundamental tools are properly leveraged and used

3-5 years of relevant work experience

**Knowledge and skills**:
With ERP systems such as SAP and CRM systems such as SFDC as well as MS Office products including Word, Excel, and Outlook

Minimum 5 years of experience using SAP & Salesforce

Knowledge of Incoterms 2020®

Sound EDI Knowledge (preferred)

High attention to detail with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information

Should be an outgoing, positive, team player

High attention to detail with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information
When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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