Manager Customer Support – Ormco & SPARK

Job Title

Job Description: Work/responsibilities regularly span multiple job families within this job group. May provide customer support, handle incoming orders, verify customer purchase order accuracy, confirm purchase order with customer, resolve discrepancies, and provide technical support. This job family is intended to accommodate 1) jobs whose accountabilities span two or more job families within the job group; 2) jobs that are not covered by a defined job family within the job group; 3) managerial roles spanning more than one family that are not broad enough in scope and impact to be assigned to the Business Unit/General Management job family within the Management job group.

Job Requirements

Responsibilities: SPARK business Set up SAP capability to select multiple bill to/ship to locations and cross reference to data selected in DTX Software. Integrated customer email addresses within SAP to automatically email customer invoices. Establish pricing tiers within SAP and allocate to customer account numbers. Reset ZCADR report to display all billing and shipping addresses. Override set up for pricing tiers. Opening accounts in SAP, validation of customer documents. Opening Ormco DTX/ Spark accounts. Jira ticket trouble shooting, resolution and process development (SAP & Oracle) Format reports from SAP to match formats with support admin toolset. Regularly co-ordinate with IT, Integration team to resolve operational issues of production, cases, rolling back, etc. Ormco Business Customer code creation. Sales Order creation – Receive customer order, verify details, and place in system as per the SOP. Check material availability, backorders, ETA, Co-ordination for receipt of material. Check OTD, OTIF, KPI, Bowler's preparation, RCPA in terms of deviations. Act as single point of contact for order receipt, order release, execution & dispatch for the designated area. Manage Forecast, indents, CP/ Distributor orders for customers. Ensure timely DN/ CN and support in reconciliation. Pro-active communication to sales managers on material unavailability, order confirmation etc. Invoice creation. PO creation for vendors for intercompany purchases. Order management for ORMCO and related co-ordination with sales, global supply, Finance etc. Manage High OTD of 97.5% while maintaining DOH of 65 days. Customer master data management and MIS reporting. Provide data as per specific sales requirements as per agreed intervals. Ensuring adherence to regulatory compliance, SOP's in customer service operations.

Desired work experience, education & skills: Excellent verbal and written communication skills in English. Proficient in MS Excel. Experience in Data Collection, Analysis and Reporting. In depth knowledge of SAP ERP system. Knowledge of Oracle would be added advantage. Graduation/Post Graduation. Minimum 7 – 10 years of work experience in CS Operations, Logistics and SCM. Knowledge of compliances & various statutory, internal audits. Other desired skills: Task & Problem-solving skills, Pro-active nature Exceptional follow up and analytical skills Internal & External Customer Focus. Teamwork and collaboration. High commitment, initiative, flexibility, and openness to innovation. Self-motivation and perseverance. High sense of responsibility. Analytical skills. Result orientated. Able to make right decisions. High level of agility and ability to manage internal & external stakeholders.

Operating Company: Nobel Biocare Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.