Customer Service & Order Management Senior Expert

Infotree Global Solutions•Webster, MA

14h•Hybrid

About The Position

For our client, a global company operating in the FMCG sector, we are currently looking for an Order Management Specialist / Senior Specialist (EMEA) to join an international team supporting markets across the EMEA region. This is an excellent opportunity for experienced professionals in Order Management / Customer Service who are looking to grow in a dynamic, international environment and take ownership of end-to-end order management processes.

Requirements

Minimum 4 years of experience in Order Management / Customer Service / Supply Chain
Customer-facing experience in an international environment (preferably within FMCG, OTC, or Supply Chain)
Master’s degree
Strong MS Office skills, especially Excel
Practical knowledge of SAP (SAP R/3 preferred); SNC knowledge will be an advantage
Strong organizational skills and ability to manage multiple priorities independently
High attention to detail, accuracy, and analytical mindset
Proactive approach and willingness to improve processes
Strong communication and interpersonal skills
Team-oriented mindset with the ability to support and train others
Fluent English (minimum B2/C1)
Fluent in one of the following languages (minimum B2/C1): German, French, Spanish, or Italian

Nice To Haves

SNC knowledge will be an advantage

Responsibilities

Manage end-to-end order processing for customers across EMEA, including both regular and VMI/CMI customers
Handle order execution in SAP from order receipt through delivery, ensuring smooth Order to Delivery (OTD) flow
Monitor service levels, OTIF, fill rate, and order performance to ensure operational excellence
Act as the main point of contact for customers regarding orders, deliveries, and issue resolution
Build and maintain strong relationships with customers and internal stakeholders across Sales, Planning, Logistics, Master Data, Pricing, Credit & Collection, Transport, and other functions
Manage customer claims and logistics-related disputes in the Dispute Case Management tool, including returns, credit/debit notes, and investigations
Maintain customer master data accuracy and ensure internal documentation is updated and aligned with market specifics
Identify process gaps and support continuous improvement and standardization initiatives
Support colleagues with escalations, onboarding, and knowledge sharing across the team
Participate in cross-functional projects and contribute to process optimization, compliance, and control activities