OTC Specialist, Wholesales | alfanar Electric

Job Purpose

To ensure the seamless execution of the order-to-cash process by managing order fulfillment, enhancing customer satisfaction, and leveraging data-driven insights. The role aims to optimize workflows, improve service delivery, and support organizational growth through efficient coordination with internal teams and external stakeholders.

Key Accountability Areas

Order Fulfillment & Processing

• Manage daily order fulfillment activities to ensure smooth processing and invoicing.

• Prioritize orders for key partners and swiftly address escalations from the sales team.

• Oversee the processing of various order types, including sales orders, customer service orders, and gift orders.

• Coordinate with stores, demand and sales planning, and finance teams to track order performance and ensure timely delivery.

Customer Experience & Feedback Management

• Develop and implement strategies to enhance customer satisfaction and improve service delivery.

• Manage the Central Survey Hub to collect, organize, and analyze customer feedback for actionable insights.

• Coordinate with the order management team to ensure a seamless and efficient order processing experience.

Data & Reporting

• Design and maintain detailed reports for internal teams to monitor performance and progress.

• Regularly analyze customer insights and operational data to identify trends and drive improvements.

• Continuously review and refine existing procedures to address gaps and optimize workflows.

• Follow up on pending documents in ECC, C4C, POD, and other relevant systems.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Work Experience

Technical / Functional Competencies