Global Order Operations, Analyst, Italy

JOB DESCRIPTION

Contributes to the achievement of the LSE European Cluster Financial Plan (revenue and profitability) and supports Business Growth objectives through managing the entire Order to Cash/Customer Experience process for a dedicated profile of Top and Strategic Accounts within the Cluster.

The focus of the role is:

• To facilitate timely and accurate execution of customer onboarding order intake order management and conversion
• To Control Accounts Receivable collection management and After Sales dispute/returns management maximizing cash flow revenue and profitability
• To Serve as a dedicated Single point of Contact to Top and Strategic Accs collaborating proactively in delivering Best in Class Customer Experience
• To Partner with the External Supplier ensuring accurate timely execution of all Customer Success Back Office tasks within agreed SLAs/KPIs

Key Measurables:

KPIs: Net revenue DSO Overdue Bad debt provision Aged receivables Order Fulfillment (On Time and Complete).

• Establish collaborative customer relationships with defined Top/ Strategic Accounts ensuring Best in Class Experience and swift resolution of conversion of order book and AR Collection and Dispute related issues
• Maximizes demand conversion through closely analyzing and coordinating order integrity fulfillment and in season forecast consumption
• Minimize the risk of loss for the company by closely monitoring the ageing and the bad debts and by actively tracking the legal cases
• Support Credit and Sales Team with relevant commercial financial insights to support appropriate levels of credit risk that minimizes risk and maximizes shipping opportunities.
• Maintain appropriate controls and ensure established procedures (SOPs - Standard Operation Procedures) and SOX Audit controls are followed in close collaboration with the external provider (WIPRO) ensuring full compliance
• Facilitate the growth of the Europe Cluster through optimizing operational excellence of end to end Customer Success process from order procurement through delivery conversion

• Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
• Take care of all customer enquiries through to resolution such as order handling shipping notification missing items product questions faulty goods returns and discounts.
• Ensures customer receives all the relevant information relating to open orders & deliveries
• Effectively review and analyze the order file highlighting risks and opportunities highlight impacts directly into weekly forecast submission
• Ensure all customer special requirements (VAS leveling bagging booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systems
• Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
• Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
• On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
• Governance of order book pricing aligned to agreed trade terms
• Ensure all customer special requirements (VAS leveling bagging booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
• Testing of new system functionalities and maintenance of all training materials as relevant
• Ensure that customer data is maintained is up to date always with high accuracy
• In the case of cancellation and/or returns requests negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis policies.
• Investigate and solve for customer claims and disputes related to order management root cause (missing discount short deliveries etc etc)
• Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery demand fill rates and operational excellence
• Building an interface and proactive communications between internal and external stakeholders of the business as buying departments Sales Merch Planning Finance Distribution and Vendor party providers.
• Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
• Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management delivery process automation and to facilitate timely collections and cash post to accounts
• Ensure Top and Strategic Account Business Plans are operationalized into Order Management and Account Receivables priorities
• Produce quality analysis and action plans to minimize the AR positions and Credit blocked orders volume and escalate significant A/R related issues to Customer Success and Finance Management on time
• Ensure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targets
• Ensure the service provider has accurately completed all cash applications in accordance to the SLAs
• Conduct account reviews for A/R balances to provide commercial teams with information about debt position payment history and creditworthiness ahead of customer appointments and attend if appropriate
• Get past due invoices paid and identify why invoices have become delinquent so action can be taken where necessary to resolve and avoid recurrence.
• Monitor accounts for invoices coming due to ensure that payments will be received. Proactively review customer account / statement / websites for clear account subledger.
• Manage assigned accounts to ensure that the past due balances do not exceed the established past due percentages and that agreed targets are met. Maintain regular communication with customers.
• Actively support the bad debt and legal procedures for the Cluster Channel. Review the Bad Debt proposal in liaison with the Credit Controller and provide qualitative input to the accruals the major balances and changes vs. prior quarter
• Support Cash Applications through research and resolve of missing/unclear payment remittance advice
• Analyze and solve billing issues related to AR root cause
• Coordination with customers and internal stakeholders for all related Dispute and Chargeback resolution
• Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time payments reduce Days Sales Outstanding (DSO) improved remittance handling and reduction of aged debt.
• Work with Finance Team and to ensure all customer Terms and Condition and Agreements are aligned between the customer the sales accounting team CS and Shared Service Centre.
• Conduct Account reviews for AR balances to provide Sales Account Managers/Directors with information about order and debt positions ahead of Customer appointments and attend if appropriate.
• Support LS& Co and customer accounting for the Audit requests.

Primarily works in an office environment

• May be required for exceptional travel up to 10% of the time (market visit customer or internal meetings)

Job requires the following physical activities

• Working at a computer and video display terminal more than 75% of the time.

Must Have

• 3yrs experience of business to business accounts customer service
• Technical experience with SAP or similar ERP system
• Fluent English - both Written and Verbal
• Excel Intermediate to Advanced level (including VLOOKUP Pivot Tables IF statements)
• High level Analytical Skills. Ability to accurately formulate and manipulate data interpret and draw conclusion and summarize findings. Ability to track performance effectively through multiple data sources consolidated reporting

Critical Customer Support Skills

• Positive attitude: The ability to envision and expect favorable results. The willingness to try doing new things.
• Communication: The facilitating share of information between all key stakeholders for mutual commercial benefit.
• Teamwork: The ability to work cohesively towards common goals creating a positive working environment and supporting each other to combine strengths and enhance overall team performance.
• Self-management: The skill to work autonomously problem solving resisting stress communicating clearly and managing time and priorities with minimal direction/referral.
• Willingness/aptitude to learn. The readiness or quickness in learning new skills
• Thinking skills (problem solving and decision making). The ability to process information make connections make decisions and create new ideas.

Education:

• Bachelors degree (or equivalent work experience)

Experience:

• 1-2 years in a corporate environment required; apparel industry preferred. Order Management/Cash Collection experience preferred.
• 2-5 years experience with SAP or similar ERP order management system preferred.

Decision Making and Problem solving:

• Ability to work independently to resolve problems by partnering with suppliers and key stakeholders to make accurate decisions on execution.
• Ability to handle multiple tasks and projects simultaneously and conflicting deadlines
• Excellent organizational/prioritization skills; attention to detail

Communication:

• Excellent written and verbal communication skills
• Strong listening and interpersonal skills with focus on collaborative teamwork and negotiation
• Proven ability to work with diverse teams

Preferred

• Fluent English - both Written and Verbal
• Secondary languages German Dutch French
• Good understanding of logistical processes across markets
• Experience of Automatic system interface (EDI)
• Financial and Credit Management or Accounts Receivable
• Experience with supplier portal applications (Vendor Central)

Experience:

• 1-2 years in a corporate environment required; apparel industry preferred. Order Management experience preferred.

LOCATION

FULL TIME/PART TIME

Current LS&Co Employees apply via your Workday account.