Specialist Customer Order Management EMEA (m/w/d)

Job Description

About the Role

The Specialist Customer Order Management (COM) supports EMEA country organizations in delivering customer experience through excellent order management processes, seamless communication, and strong alignment between customer needs and internal Supply Chain & Operations and will as such travel up to 30%. The role can be located in any European country, where Sika operates. 

Responsibilities

• Support countries in assessing and improving end‑to‑end order management processes.
• Ensure efficient order entry, confirmation, backlog management, and delivery coordination.
• Promote best practices that simplify workflows and reduce administrative effort.
• Improve transparency for customers through better communication and structured order updates.
• Actively drive initiatives that improve the customer experience throughout the order‑to‑delivery journey.
• Identify pain points experienced by customers (order status visibility, response times, delivery reliability) and help implement solutions.
• Promote "Voice of the Customer" feedback loops and ensure insights feed into COM and supply chain processes.
• Encourage a service mindset and high responsiveness in local COM teams.
• Benchmark and share best practices on customer‑centric operations across EMEA.
• Translate customer requirements (delivery dates, product availability, documentation, lead times) into actionable processes.
• Facilitate alignment between COM, Logistics, Planning, Production, and Sales.
• Ensure customers receive reliable commitments based on realistic supply chain capabilities.
• Address recurring disconnects between customer expectations and operational constraints.
• Support countries in identifying and resolving OTIF gaps related to order handling, confirmations, and communication.
• Implement service‑level governance routines and follow‑up processes.
• Promote root‑cause transparency and structured action plans.
• Harmonize core COM processes across EMEA to reduce complexity.
• Establish standard rules for order prioritization, communication, lead‑time transparency, and escalation routines.
• Support alignment of ERP/SAP order‑related processes and master data.
• Provide templates, dashboards, and analytical methods for monitoring service KPIs.
• Improve visibility of backlog, confirmed dates, and customer order priorities.
• Promote clear communication routines between COM, Logistics, Planning, and Sales.
• Act as a bridge between local COM teams and functional partners in Logistics, Planning, Sales, and Operations.
• Enable consistent understanding of customer requirements across all functions.
• Support stronger collaboration to ensure customer‑centric delivery performance.

The Specialist Customer Order Management brings additional impact through:

• Ensure customer experience topics are embedded in operational governance.
• Promote standardized customer communication principles across EMEA.
• Align COM activities with the broader customer strategy of each country.
• Initiate improvement loops focusing on ease of doing business, responsiveness, and service reliability.
• Conduct maturity assessments and help countries progress to higher service performance levels.
• Coach local COM teams in adopting improved ways of working.
• Provide structured onboarding and capability‑building sessions.
• Strengthen analytical and communication skills in COM teams.
• Support countries in identifying customer‑related risks (delays, shortages, network disruptions).
• Develop mitigation plans that safeguard customer commitments

Qualifications

Your Skills & Experience

• Bachelor’s or master’s degree in Supply chain management, Business Administration, Operations Management, Industrial Engineering, or another relevant field.
• Additional certifications (e.g., APICS CPIM/CSCP, Lean Six Sigma) are a plus.
• Experience in Customer Order Management, Customer Service, Order‑to‑Cash, or Supply Chain operations in an international environment.
• Proven ability to analyze, improve, and standardize order‑to‑delivery processes.
• Experience working with ERP/SAP order processes, master data, and service KPIs.
• Background in driving customer‑centric initiatives, improving service levels, or enhancing OTIF performance.
• Experience collaborating with Sales, Planning, Logistics, Production, and other cross‑functional partners.
• Strong analytical abilities with skills in data interpretation, dashboards, KPI monitoring, and backlog/service performance visibility.
• Understanding of order prioritization, lead‑time transparency, escalation routines, and service governance.
• Ability to translate customer needs into workable supply chain processes and realistic delivery commitments.
• Excellent communication skills with the ability to build strong relationships and influence without authority.
• Strong customer‑centric mindset with the ability to identify pain points and drive targeted improvements.
• Skilled in facilitating workshops, coaching teams, and supporting capability building.
• Structured, organized, and comfortable managing multiple topics across different countries.
• Change‑oriented, proactive, and capable of introducing new ways of working.
• Fluent English (spoken and written) any additional languages are an advantage in the EMEA context.

Additional Information

• We offer intensive training and interesting perspectives for anyone who wants to build a career
• Sika is like a global SME: With subsidiaries in more than 100 countries around the world. This begins in Switzerland and breaks down borders allowing exciting prospects all around the world
• The chance to bring new ideas, interesting areas for development, and taking responsibility early on are some of the key factors that drive Sika's pioneering spirit

We look forward to your application. For this position visa sponsorship is not offered and only direct applications will be considered. For any further information please reach us at [email protected]

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.