Order Management Agent

Overview

The Order Management Agent is a customer facing role, focused on process excellence within order acquisition and order processing systems whose purpose is to:

• ensure that customers’ needs are understood
• ensure that the product is delivered in accordance with customer requirements
• ensure efficient and effective capture and processing of customer orders
• deliver excellent customer service

You will work closely with the Customer Collaboration Manager and Sales to define customer needs, with Demand planning, Inventory and 3PL manager to ensure orders are full filled. With our DMO- and TT teams to resolve and root cause issues that are preventing the smooth flow of orders within the systems. You are a key contributor to ensuring customer satisfaction.

Responsibilities

• Management and acquisition of semi-automated and manual orders
• Management of free of charge orders
• Customer requested order amendments and validation
• Resolution of errors related to all orders including EDI
• Resolution of blocked orders due to system set up/ master data issues
• Order transmission to 3PL
• Management of customer promotion program
• Dealing with the issues arising from non-availability of stock
• Interact with our demand planning-, Inventory- and Sales Team to ensure all parties have the required information to effectively manage their part of the total supply chain
• Emergency order handling
• Resolving reasons for blocked orders with the customer
• Treat customer complaints in an effective way, ensure thorough follow up of returns and refusals and proactively communicate and search for the most adequate solution for the customer
• Handle emergency alternate procedure for customer
• Report generation detailing performance against KPIs in department dashboard
• Checks to ensure adherence to Pepsico policy

Qualifications

Key skills/Experience required:

• Bachelor degree (eg logistics, administration, international commerce)
• 1-2 years customer service experience, preferably in a fast-moving environment
• Strong eye for detail and are able to see connections in data, events and trends
• Very good planning & organisation skills and can manage priorities and deadlines
• Excellent communication skills and able to interact with different people and parties in a professional way
• Highly customer-focused with a positive ‘can-do’ attitude
• Result-driven, enthusiastic and have a high energy level
• Team player and able to work in an autonomous and challenging work environment
• IT literate (Outlook, Word, Excel)
• Very goodknowledge of Dutch with good knowledge of English

About PepsiCo

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. For more information, visit www.pepsico.com.

Why PepsiCo The Netherlands?

PepsiCo The Netherlands currently employs around 630 people at its 4 sites, including our headquarters in Utrecht and three production sites in Rotterdam, Zaandam and Broek op Langedijk. With well-known strong brands such as Pepsi, Lay’s, Quaker and Duyvis, we are in the Top 6 of food companies in The Netherlands. We pride ourselves on being a great place to work and were rewarded for the 10th time with the Top Employer certification The Netherlands and Europe. Joining PepsiCo means joining a dedicated team where innovation and forward thinking are encouraged.