Order Management
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Swicon Minds is a curated community of 450+ senior top talents working on complex enterprise challenges, while operating within a stable, structured, and supportive ecosystem.
Summary
Bucharest, ROU
Hybrid
Medior
Introduction
SwiconGroup is one of the leading members of the IT arena for almost a decade, since 2017 also present in Romania. Our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance and telecommunication companies, as well as large FMCG corporations and SSCs amongst our highly prestigious partners.
Description
Responsible for the execution of operational processes across the end to end sales cycle within a defined function which may include quote and configuration, pricing, bid/win proposal, quota setting, crediting, and measurement of sales compensation, services engagement and contract management, and order management.
Measures, reviews and analyzes for efficiency and effectiveness of defined processes.
Accountable for operational performance based metrics and agreed upon service level objectives/agreements as well as ensuring adherence to company policies and compliance with applicable legal requirements.
Specialist: Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems/projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues. First level university degree or equivalent experience; may have advanced university degree.
Typically 4-6 years of experience in a business related function, preferably finance, accounting, or compensation.
The Order Management Specialist operates in a multicultural environment and manages the operational processes and systems supporting Customers and Partners. He/ She is an integral part of the operations team with a variety of responsibilities such as:
• Reviews supplies orders requests, approving them based on the guidelines and internal agreements
• Processes manual orders on the internal portal and ensures follow-up;
• Analyzes additional supplies orders for customers (check or recalculate item lifespan, impressions forecast, previous month shipments etc.). • Investigates reason for additional requests (technical issues, customer stock levels, increased production volume, etc.).
• Helps control over-shipments according to targets set by business;
• Analyzes monthly consumables consumption at press/customer level to ensure a good budget control;
• Maintains connection and delivers up-to-date information to Supplies Business Manager (SBM);
• Creates and provides reports regarding life span, shipments and historical data requested by the SBM
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies
• Manages all claims, exceptions, and special requests, in due time and in alignment with agreed procedures/policies, as per the received requests.
• For manual orders, confirms order is processed to customer • Informs customers of order status, contacting carrier company or logistics team
• Provides monthly collection of number of pages printed by the customers to insure an accurate invoicing; • Identifies the presses that are not connected to the iServe database and help customer get them connected, if needed;
• Contacts direct and indirect customers by email at the end of each month to collect the number of printed pages;
• Ensures close collaboration with internal stakeholders responsible for collecting the number of printed pages;
• Identifies all contract types and prioritization of customers;
• Promotes and guides customers in using the new ordering platform (Service Now, Supplies Inventory Manager - process enrollments, escalate IT issues, etc)
• Processes backorders (allocation and stock assignment for orders placed for products not in stock at that particular time) while considering the needs and urgency of the customers;
• Supports and monitor the ordering of special inks;
• Supports with information/reports requests coming internally;
• Places orders for new products that are not yet widely available for ordering;
• Helps in organizing supplies returns in collaboration with Supply Chain;
• Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders
• Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.
• Provides coaching and training to newcomers, as needed
• Ensures the accuracy of the processes and tasks
Tasks
Responsible for the execution of operational processes across the end to end sales cycle within a defined function which may include quote and configuration, pricing, bid/win proposal, quota setting, crediting, and measurement of sales compensation, services engagement and contract management, and order management.
Measures, reviews and analyzes for efficiency and effectiveness of defined processes.
Accountable for operational performance based metrics and agreed upon service level objectives/agreements as well as ensuring adherence to company policies and compliance with applicable legal requirements.
Specialist: Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
Works on problems/projects of diverse complexity and scope.
Exercises independent judgment within generally defined policies and practices to identify and select a solution.
May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
Ability to handle most unique situations.
May seek advice in order to make decisions on complex business issues.
First level university degree or equivalent experience; may have advanced university degree.
Typically 4-6 years of experience in a business related function, preferably finance, accounting, or compensation.
The Order Management Specialist operates in a multicultural environment and manages the operational processes and systems supporting Customers and Partners. He/ She is an integral part of the operations team with a variety of responsibilities such as:
• Reviews supplies orders requests, approving them based on the guidelines and internal agreements
• Processes manual orders on the internal portal and ensures follow-up;
• Analyzes additional supplies orders for customers (check or recalculate item lifespan, impressions forecast, previous month shipments etc.).
• Investigates reason for additional requests (technical issues, customer stock levels, increased production volume, etc.).
• Helps control over-shipments according to targets set by business;
• Analyzes monthly consumables consumption at press/customer level to ensure a good budget control;
• Maintains connection and delivers up-to-date information to Supplies Business Manager (SBM);
• Creates and provides reports regarding life span, shipments and historical data requested by the SBM
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies
• Manages all claims, exceptions, and special requests, in due time and in alignment with agreed procedures/policies, as per the received requests.
• For manual orders, confirms order is processed to customer
• Informs customers of order status, contacting carrier company or logistics team
• Provides monthly collection of number of pages printed by the customers to insure an accurate invoicing;
• Identifies the presses that are not connected to the iServe database and help customer get them connected, if needed;
• Contacts direct and indirect customers by email at the end of each month to collect the number of printed pages;
• Ensures close collaboration with internal stakeholders responsible for collecting the number of printed pages;
• Identifies all contract types and prioritization of customers;
• Promotes and guides customers in using the new ordering platform (Service Now, Supplies Inventory Manager - process enrollments, escalate IT issues, etc)
• Processes backorders (allocation and stock assignment for orders placed for products not in stock at that particular time) while considering the needs and urgency of the customers;
• Supports and monitor the ordering of special inks;
• Supports with information/reports requests coming internally;
• Places orders for new products that are not yet widely available for ordering;
• Helps in organizing supplies returns in collaboration with Supply Chain;
• Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
• Provides clear and proactive communication on escalation status to both customer and internal stakeholders
• Escalates at appropriate point any operational recurring issues (high number of claims, IT issues, etc.), and follows the escalation to ensure the problems/issue is finally solved – if applicable.
• Provides coaching and training to newcomers, as needed
• Ensures the accuracy of the processes and tasks
Expectations
degree level education
· experience in customer interaction.
· fluency in English
· medium to advanced Microsoft Office tools knowledge
Employer's offer
Meal tickets 30 lei/day;
o Medical subscription at Medicover;
o 24 days annual leave.
o Hybrid work (3 days/week at the office) Pipera, Bucharest
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Order Management
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Swicon Stories
Real people. Real challenges. Real impact.
„The whole hiring process was a really positive experience for me. I was given the opportunity to move forward professionally and to test myself in a new, more senior role. I was trusted from the start, and I had all the support I needed to take the next step in my career with confidence. They connected me with the right technical contact, and every question I had was answered quickly and clearly, so I never felt left on my own. Communication was smooth, each step built on the one before, and the whole process moved surprisingly fast and without a hitch.”
K. R. – Solution Architect
“Looking back over more than 15 years, Swicon gets top marks from me: it has built itself into a fast-growing multinational, and all the while it has backed its people professionally across the board — it even supported my PMP certification with a proper training course.”
B. T. – Sr. Projectmanager
“I’ve been working with SWICON for almost a year and a half now, and it’s been a positive experience from start to finish. Both the hiring process and the admin side of things ran smoothly, and whenever I had a question, help came quickly. I particularly appreciate how kind and helpful my colleagues are, and the fact that the company genuinely invests in building a community — there are regular programmes and events.
I’ve grown a lot professionally in my time here, too. My tasks and my responsibilities have kept widening, I’ve been able to take on more complex challenges, and I’ve also had the chance to support and mentor others. On the IT side I’ve been given opportunities that made a real difference to where I am professionally, so on the whole I see SWICON as a supportive place that gives you genuine room to grow.”
M. L. – Software developer
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