Copy of Order Management Supervisor

Shelby American, Inc.; Tampa (FL); On-site; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Order Management Supervisor to lead a dynamic team in ensuring a seamless order processing experience. This role is pivotal in maintaining high customer satisfaction and operational efficiency, involving oversight of order acquisition, processing, and invoicing. The ideal candidate will possess strong leadership skills, a solid background in customer service, and proficiency in relevant software tools. Join a forward-thinking organization where your contributions will drive excellence in supply chain operations and foster a collaborative work environment. If you are ready to take on a rewarding challenge, this opportunity is perfect for you.

Qualifications

• 3+ years in Customer Service or Order Management role in a professional environment.
• Strong computer skills and experience with ERP systems are essential.

Responsibilities

• Lead the order management team to ensure efficient processing of customer orders.
• Monitor performance metrics and enhance order processing efficiency.

Skills

Microsoft Office (Excel, Word, Teams, Outlook)

Effective communication

Data entry skills

Problem-solving skills

Organizational skills

Customer service skills

Education

Bachelor’s degree in business administration

Tools

ERP systems

MS Dynamics Business Central

True Commerce

Job description

This is a Supply Chain role reporting to the Director of Operations and has frequent interaction with Sales Reps, Accounts Receivables, and Warehouse associates. Overall, the Order Management Supervisor plays a critical role in ensuring that customer orders are processed efficiently, accurately, and in accordance with company standards. They are also responsible for fostering a positive and productive work environment within the order management team.

SUPERVISORY RESPONSIBILITIES:

1. Team Leadership: Leading and supervising a team of order management specialists or associates. This involves providing guidance, support, and training to ensure team members understand their roles and responsibilities.
2. Order Processing: Overseeing the accurate and timely processing of customer orders from receipt to fulfillment. This includes reviewing orders for accuracy, completeness, and compliance with company policies and procedures.
3. Customer Service: Ensuring a high level of customer satisfaction by resolving order-related issues and inquiries promptly and professionally. This could involve handling escalated customer complaints or issues that require supervisor intervention.
4. Performance Monitoring: Tracking key performance metrics such as order processing times, order accuracy rates, and customer satisfaction scores. Identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
5. Compliance and Documentation: Ensuring that all order management activities comply with relevant regulations and company policies. Maintaining accurate records and documentation related to orders, inventory, and customer interactions.
6. Training and Development: Providing ongoing training and development opportunities for order management staff to enhance their skills and knowledge. Keeping team members informed about changes in policies, procedures, or technologies.
7. Communication and Coordination: Facilitating effective communication and collaboration between order management, sales, customer service, and other departments. Ensuring smooth coordination to meet customer needs and business objectives.
8. Reporting: Generating regular reports and updates for management regarding order processing status, performance metrics, and any issues or trends affecting order management operations.

DUTIES/RESPONSIBILITIES:

This is a summary of responsibilities of this role for guidance and discussion of expectations but does not include every possible/related task the role is responsible to execute during the day-to-day activities.

1. Order Acquisition - Completes customer order acquisition on the day of, or the closest working day the customer sends an order. Order acquisition can come to Demert in different ways such as manual entry of an order sent by the customer via email into MS Dynamics Business Central (BC), EDI transmission through True Commerce, Nomad Customer Portal, or any other tool that has been integrated to create Sales Orders in BC.
2. Order Processing - Process customer orders in a timely manner. This includes confirming order meets minimum order quantity thresholds, checking for ship to location validity, resolving price discrepancies, assigning an expected “Ship Date” based on transit time logic and carriers, and ensuring all customer specific needs are addressed before releasing the order to the Warehouse for the Pick-Pack-Ship activities.
3. Order Release – Once a customer order has been processed and discrepancies have been resolved, the OMS will change the order status in BC to “released” and will log the order with a record in the Daily Shipments Report (DSR). This will signal the Warehouse team that they can proceed with fulfilling that customer order.
4. Order Invoicing – once the customer order has been shipped by the Warehouse, the OMS will proceed to invoicing the order in BC and in True Commerce (if it is an EDI order). For manually entered orders, the invoice will be sent via email or the designated communication method by the customer.
5. Communicate Order Status – The OM Team is the single point of contact for the Sales team on order status. This will require effective communication and collaboration across departments to investigate if an order has been delayed, shipped, returned for any reason. Communication of order status could be systemic, via posted report refreshed daily, or Ad Hoc, via phone call or email with an inquiry from the Salesperson or the Customer. All status inquiries will need to be addressed in a timely manner, ideally within the same day, but not longer than 2 business days. In the event of a Paid-Time-Off event (vacation, sick leave, etc.), the OMS will communicate in their out of office message who from the OM Team is covering their customers during their absence.
6. Customer Returns – In the event of a Sales Order Return, the OMS will investigate the situation and issue a Sales Return Authorization number (SRA#) and will communicate with the Warehouse supervisors that a return is expected so they can inspect, receive and put-away the products returned.
7. Customer Cards & Profiles – The OMS will create and maintain Customer Cards for new or existing customers, so they are accurate and enable proper order fulfillment, including correct customer name, customer address, ship to locations, carriers, transportation lead-times, etc. The OMS will also maintain the Customer Specific requirements in the BC info section of the customer card, so in the event of a PTO or unplanned absence, the other OM Specialists can properly backfill and support those customers.
8. Customer Specific Needs – Some customers require additional/specific tasks. The OMS supporting that customer, or someone backfilling for them, will make sure those tasks are done correctly and in a timely manner. Some of the customer specific tasks can include Order Acknowledgement, Portal update and Packing Slips sent to Ulta, sending cut reports to Target and Walmart, and similar activities that customers require currently or in the future. Other customer specific tasks include paperwork and additional communication with customers and freight forwarders to process, ship and collect money from International Customers.
9. Prevent Orders delays – Alert and collaborate with Sales and Accounting of prices discrepancies, orders below minimum, credit hold, or any other issues that must be resolved to avoid delays to the order processing, shipping, and billing activities.
10. Flow to the Work – The OMS is expected to learn how to manage all types of customers so they can flow to the work or backfill other OMS, as needed. Occasionally, the OMS will be required to work on special projects like the implementation of a new order acquisition tool (like Nomad, or Shopify), the mass maintenance of customer order parameters (like ship to addresses, transportation lead-times), etc.

REQUIRED SKILLS/ABILITIES:

1. Strong computer skills, including hands-on working knowledge of Microsoft Office (365 to include Excel, Word, Teams, and Outlook), Internet Explorer or similar and ERP systems.
2. Professional writing and language skills.
3. Effective communication in English, both verbal and written, to handle customer inquiries or complaints required. Ability to communicate in Spanish would be a plus.
4. Strong data entry skills to review quickly and accurately, input and process manual orders is critical.
5. Demonstrated ability to keep work organized and to follow through from order acquisition, to shipping and billing is key with minimum supervision.
6. Superior phone etiquette and ability to deal effectively with internal or external customers, peers, and management.
7. Strong work ethic to ensure tasks and/or projects are completed as committed.
8. Good problem-solving skills. Experience with simple data analysis.
9. Strong background in a distribution environment; supply chain planning skills would be a plus.

EDUCATION AND EXPERIENCE:

1. Bachelor’s degree in business administration or similar preferred, with strong computer skills and minimum of 3 years of experience in a Customer Service, Order Management or Order Processing role in a professional business environment.
2. Experience in a consumer products group sales company collaborating with the supply chain team, while supporting the Sales function would be ideal.