Customer Service Order Management Specialist
Posted Updated
Description
Join Vylor—Powering the Future of Agriculture
At Vylor, we’re advancing agriculture through breakthrough science—combining elite germplasm, cutting-edge biotech, and next-generation expertise in gene editing and molecular breeding. Our portfolio includes trusted industry brands like Pioneer®, Brevant®, and Hoegemeyer®, delivering performance farmers rely on.
Join us to help scale innovation globally and shape what’s next in crop science.
We’re hiring for a Customer Service Order Management Specialist with strong knowledge of order processing and fulfillment, in Sofia, Bulgaria.
The Customer Service Order Management Specialist serves as the primary point of contact for customers and collaborates closely with cross-functional teams, including Sales, Supply Chain, Logistics, Operations, and Finance, to deliver an exceptional customer experience and support business success.
You Will Be Part of Growing Team
This role is responsible for managing the end-to-end order fulfillment process, from receiving customer orders through various channels to ensuring successful delivery. The specialist oversees order entry, order tracking, inventory coordination, shipment execution, and documentation management, ensuring that products are delivered accurately, on time, with the correct equipment and supporting paperwork.
The Customer Service Order Management Specialist proactively monitors orders throughout the fulfillment cycle, identifies potential issues, and works with internal stakeholders to resolve them before they impact the customer. In the event of a service failure, the specialist takes ownership of the issue, drives corrective actions, coordinates resolution efforts, and provides timely communication until the matter is fully resolved.
Your Challenge:
- Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
- Follow-up on credit blocks with credit department. Ensure active customer portfolio confirmed for the season in place is not affected from shipment side by missing credit or delayed credit set-up.
- Customer account management and invoicing
- Manage customer account in collaboration with Sales, Credit and Accounts Receivables.
- Monthly creation of invoices to CMR’s and dealers, including printing and enveloping
- Responsible to initiate and resolve any action in connection with the dispute/claims raised by the customers
- Reporting, Metrics, Audits; supports overall Business by providing appropriate Customer, Sales, Shipments reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.
Key Stakeholders and Interactions:
- Internal: Customer Service Leader, Customer Service Representatives, Credit, SME, Commercial, Supply Chain, Country Lead
- External: Customers, External Auditors, Logistics Partners
Location:
Sofia, Bulgaria
To Grow What Matters, You Will Need
- University graduate
- A least 3 years’ experience in OTC, internal sales, order management experience within manufacturing, production, agribusiness or similar environments
- Business proficiency in English and Bulgarian is required
- PC skills – demonstrated ability to work with MS Office and MS Outlook
- Strong experience working with SAP will be beneficial
- Strong attention to detail and analytical skills
- Strong negotiation skills,
- Strong coordination skills with good initiative to problem solve
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