**Position Snapshot**:
The main purpose of the O2C CS Analyst is to effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.
**Position Summary**:
**Demand Capture**:
- complete and resolve all demand capture failures within defined service level agreement
**Order Filter**:
- contact customer or internal contact to resolve blocked orders within SLA
- align material information with customer to be able to capture orders
**Order Fulfilment**:
- Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository
- Manage Stock Allocation issue that requires a customer contact
- Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC(Interface Centre of Competence)
- Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
- Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues
**Returns and Refusals**:
- Be the principal contact for the customer for all returns and refusals
- Capture and register Returns and Refusals requests through Customer Interaction
- Analize reasons for refusals and contact customers to propose mitigation actions for refusals
- Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of credit/debit value
- Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
- Manage, monitor and coordinate of the destruction of goods - when needed with Physical logicistics and 3rd party providers
- Provide guidance and help with missing documentation -when needed
- to Claims Management on the returns and refusals acceptance / non acceptance
- Inform Sales about non accepted returns and request for their approval when needed - Market dependent**What will make you successful**:
- College Degree required
- Two or more years of preferably operational experience in O2C in a similar market environment or trade structure.
- Additionally, operational experience at market/business level, in the following areas is beneficial:
- Working for or with a customer in a collaborative environment
- Working in other Supply Chain functions such as Physical Logistics
or Sales support- Experience in related business improvement projects