Job Description

In this role, you will have an opportunity to

Become part of a mature and knowledgeable team of order management specialists, who are directly responsible for the end-to-end sales order management performance of Philips’ largest customer and strategic partner. As such, your work will directly impact the customer experience and satisfaction of doing business with Philips, as well as support achieving the Joint Business Plan.

Within this role, you will pro-actively collaborate with colleagues across functions such as Sales, Demand Planning, Warehousing & Distribution, Fulfillment, IT, Finance, and others. The processes in scope are order confirmation, invoicing, returns management and dispute management; the geographical scope is Europe, covering 8 countries (to date). Your challenge is to ensure a seamless process flow towards the customer across all relevant order management processes, thereby optimizing operational performance across key customer metrics (e.g. order confirmation rates, lead time to deliver), while maximizing sales potential and minimizing disputes and penalties from the customer for operational non-performance. Together with team members you will implement continuous improvement initiatives through Lean methodology, contribute to business transformation at European level, and support the strategic partnership between Philips and the customer.

You are responsible for

• The daily execution of customer orders within Philips’ ERP system (SAP) as well as on the customer’s portal, coordination of the entire order delivery process in SAP ERP: master data, pricing, availability, changes, deliveries, incidents

• Direct delivery management

• Creation and maintenance of return orders

• Dispute management – resolving price & quantity variations in direct contact with the customer, as well as preventing/reducing the penalties

• Management of invoices and credit/debit notes; ad-hoc investigation in case of issues

• Timely responding to various queries and ad-hoc requests affiliated with order management, thereby acting as a process expert

• Preparing and monitoring relevant KPIs such as confirmation rates, down confirmations, cancellations, backorders, penalties, and disputes etc.

• Pro-actively proposing and implementing process improvement initiatives, with the goal of bringing performance levels higher and increasing efficiency within the team

You are a part of

The Order Management Team within Philips Supply Chain based in Lodz, Poland. In addition, you are part of a broader central team within Philips, dedicated to managing the joint business relationship with Philips’ largest customer. As we value diversity, we have a multi-functional and diverse team, with different points of views, ways of thinking, and capabilities.

To succeed in this role, you should have the following skills and experience:

• Min 3-5 years’ relevant experience in an order management role; experience with managing orders for e-commerce retailers is a plus

• Fluency in English, written and verbally

• Excellent customer service attitude - building close relationship with customer, handling customer’s escalations with urgency and priority

• In-depth knowledge of ERP systems (i.e. SAP)

• Understanding of various supply chain processes and how they connect together

• Very good communication skills, ability to explain matters and issues to stakeholders in a concise and clear way

• Quality mindset, taking ownership to deliver reliable information

• Reporting and analytical skills - monitoring KPI’s, preparing various data in an efficient way

• Curiosity and problem-solving skills, using data insights to identify root-causes for issues, and proposing solutions to structurally address problems

• Ability to handle different tasks to prioritize workload efficiently and work under time pressure

• Capability to build business cases for initiatives (e.g. cost/benefit analysis)

• Project management skills are a plus

In return, we offer you

The unique combination of a business-critical, challenging role in a creative, empowering environment. Your professional development will be actively encouraged, so you can continue to grow and perform at your best, while being part of helping improve the lives of billions of people around the world.

• Annual bonus based on performance achieved

• Private medical care with option to extend it to family members

• Benefit System cards

• Discount for Philips’ products

• Relocation package applicable for people moving in from outside of Łódź region

• Wide variety of trainings & learning opportunities, including language upskill

• Promotion of healthy lifestyle in the office (fruits twice / week in the office, gym, massage chairs, various events)

How we work at Philips Global Business Service?

There are three core ways that define our ways of working – embracing flexibility, being at our best, and impactful collaboration. We believe this enables us to deliver an outstanding experience to our customers and create the best place to work for people who share our passion.

We know just how important direct interactions are and work is more engaging when we are more frequently face-to-face, and that we experience better collaboration which drives innovation. While we have many different types of roles across Philips most require a combination of in-person collaboration with colleagues and partners, usually at a Philips location, and individual focus time, which can be done remotely.

Why should you join Philips Global Business Service?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it’s like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.