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Global Customer Order Manager Resume

Highland Heights, OhiO

SUMMARY:

Solutions and Customer - focused supply chain professional with a progressive experience in global order management with a demonstrated history of working in the healthcare industry and the Confidential industry. Skilled in Negotiation, Customer Relationship Management (CRM), Market Research, Team Management, and Operations.

CORE COMPETENCIES INCLUDE:

Project ManagementCustomer Relationship Management

Process Improvement Change Management

New Product IntroductionsInternational Logistics

Purchase Ordering Forecasting

Conflict ResolutionRoot Cause Analysis

Technically Proficient in Microsoft Suite, SAP/ERP

EXPERIENCE:

Global Customer Order Manager

Confidential, Highland Heights, Ohio

Responsibilities:

  • Led all Computed Tomography/Advanced Molecular Imaging system orders from Order-to-Cash for global market regions.
  • Managed assigned projects, created action plan and coordinated with relevant departments to ensure smooth execution of project.
  • Handled several New Product Introduction projects, performed User Accepted Testing and wrote working instructions and Standard Operating Procedures.
  • Communicated and responded to escalations to final resolution within 48 hours to ensure optimum customer satisfaction.
  • Acted as the single point of contact between Product Manufacturing Group, Key Market, Project Managers, Planning/Logistics, Quality & Regulatory, Marketing and Finance
  • Ensured proper order configuration, checked orders against Philips Export Control Policies, and performed extensive screening to monitor sanctioned parties.
  • Worked closely with the factory to evaluate slot availability and shipping point according to system modality and communicated promised delivery dates to the business center.
  • Worked regularly with Key Market and Project Managers to actively manage and evaluate sales orders and answer enquiries on related issues promptly.

Head of Customer Service & Business Support

Confidential

Responsibilities:

  • Managed local and export orders of global Confidential key accounts from order processing to increasing business potentials.
  • Researched and adopted strategies for a smoother process flow.
  • Managed and coached 6 members of the Customer Service teams, assigned mandates, and managed the customs clearance team.
  • Set KPIs and measured team performance against assigned goals.
  • Created a surveying system addressed to customers to collect company performance data, analyze and report results to the Sales Director.
  • Monitored monthly sales figures, compared them with set budgets, and reported to headquarters.
  • Visited clients to strengthen and maintain service excellence.
  • Applied strategies in order to maximize customer satisfaction, to achieve punctual deliveries and regular customer follow-ups.
  • Managed customer complaints and followed up on corrective action application within a 48 hour timeframe.
  • Negotiated freight cost deals with suppliers for Ocean/Air/Land shipping.
  • Handled all marketing materials like the company’s website and its applications.
  • Coordinated with finance/ collections department and customers payment methods.
  • Reviewed Letters of Credit (LC) and coordinated with bank sending of shipping documents.
  • Worked with freight forwarders to enquire about sea/air freight charges, to book plane/vessel and to obtain AWB number/Bill of Lading.
  • Created shipping documents including invoices, packing lists, s of origin and s of analysis.
  • Calculated monthly sales s for the sales team and compared it with yearly sales targets.
  • Collected forecasts from clients and report expected quantities to coordinate accordingly with relevant departments.
  • Researched information on competition and compared marketing strategies.

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