Sika AG
Chemicals
SpecialistCustomerOrderManagementEMEA(m/w/d)
“Specialist Customer Order Management EMEA (m/w/d) at Sika AG. Skills: Customer Order Management, Supply Chain Operations, Process Improvement, Customer Experience. Support countries in improving order management processes. Ensure efficient order entry”
What You'll Achieve.
Deliver customer experience; Improve end-to-end order management processes; Reduce administrative effort; Improve customer order status visibility; Improve customer response times; Improve customer delivery reliability; Progress to higher service performance levels; Safeguard customer commitments
Industry & Context.
Identify pain points; Implement solutions; Root-cause transparency; Resolve disconnects; Identify and resolve gaps; Identify customer-related risks
Travel up to 30%
What They're Looking For.
Must Have
Bachelor’s or master’s degree, Experience in Customer Order Management, Experience in Customer Service, Experience in Order-to-Cash, Experience in Supply Chain operations, Experience with ERP/SAP order processes, Experience with master data, Experience with service KPIs, Experience collaborating with Sales, Experience collaborating with Planning, Experience collaborating with Logistics, Experience collaborating with Production, Fluent English
Nice to Have
Additional certifications, APICS CPIM/CSCP, Lean Six Sigma, Additional languages
What You'll Do.
Support countries in improving order management processes
Ensure efficient order entry
Ensure efficient confirmation
Ensure efficient backlog management
Ensure efficient delivery coordination
Promote best practices
Improve transparency for customers
Drive initiatives that improve customer experience
Identify customer pain points
Implement solutions for pain points
Promote feedback loops
Ensure insights feed into processes
Encourage a service mindset
Encourage high responsiveness
Benchmark best practices
Translate customer requirements into processes
Facilitate alignment between departments
Ensure customers receive reliable commitments
Address disconnects between expectations and constraints
Support identifying OTIF gaps
Support resolving OTIF gaps
Implement service-level governance routines
Follow-up on governance routines
Promote root-cause transparency
Promote structured action plans
Harmonize core COM processes
Establish standard rules for order prioritization
Establish standard rules for communication
Establish standard rules for lead-time transparency
Establish standard rules for escalation routines
Support alignment of ERP/SAP processes
Support alignment of master data
Provide templates for monitoring KPIs
Provide dashboards for monitoring KPIs
Provide analytical methods for monitoring KPIs
Improve visibility of backlog
Improve visibility of confirmed dates
Improve visibility of customer order priorities
Promote clear communication routines
Act as a bridge between teams
Enable consistent understanding of customer requirements
Support stronger collaboration
Ensure customer-centric delivery performance
Embed customer experience in governance
Promote standardized customer communication principles
Align COM activities with customer strategy
Initiate improvement loops
Conduct maturity assessments
Help countries progress service performance
Coach local COM teams
Provide structured onboarding sessions
Provide capability-building sessions
Strengthen analytical skills in COM teams
Strengthen communication skills in COM teams
Support identifying customer-related risks
Develop mitigation plans
How You'll Work.
Team & Collaboration
Cross-functional partners; Local COM teams; Functional partners; Sales, Planning, Logistics, Production
Communication Scope
Customer communication; Build relationships; Influence without authority
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