Our client, a medical manufacturing company located in Union City is looking for someone to manage a team of Order Management Specialists and oversee the daily activities of the department and staff. This is a multi-functional role which requires proficiency in leadership, order management, and ERP systems in a call center environment. Ensure SOP’s are current, sales orders are processed promptly and correctly, brings continuity to processes, and provides new ideas to the department to improve efficiency. Has a high level of competency within the SAP Order to Cash work stream.
Lead a team of Order Management Specialists.
Ensures day-to-day order entry processes are followed and metrics are met or exceeded.
Identify and implement work processes and improve utilization of human and material resources.
Ensure high levels of customer service.
Day to Day Duties
Lead the activities of employees engaged in Order Entry/Customer Service by assigning, training, monitoring, and reviewing their work.
Develop a world class Order Entry/Customer Support organization that can easily react to changing requirements.
Ensure the team performs and follows order processing accurately/timely to meet the needs of our customers. Oversee and manage workflow of all order processing, including customer correspondence, order confirmation, priority lists and changes and subsequent communication.
Develop and /or identify efficient work processes and improve utilization of human and material resources. Prepare work schedules and coordinate phone coverage to ensure customers receive quick, accurate and efficient response to technical, sales order or other issues that ensure customer satisfaction with our products and services.
Manage department statistics to ensure high levels of service. Prepare reports and other sales statistics/metrics to support process improvements and operational integrity.
Audit department activities to ensure adherence to Compliance and Revenue Recognition.
Participate in testing new processes within SAP or Sales Force. Develop test scripts for processes when required.
Liaison with Director of Sales Operations to resolve issues with the ACD system and SAP.
Resolve in an effective and professional manner customer-related issues and/or escalate the issues to be addressed at the Director level.
Interface with the Credit & Collections and IT Departments to establish new domestic and potentially international accounts (subordinates may act as back up for international orders).
Serve as a role model to adopt new methods, procedures, and techniques for department, organizational and cultural changes.
Ask questions and actively listen to the needs of the department’s internal and external customers; consider the impact of the department on other departments and work to follow through and resolve internal and external Order Entry/Customer Service challenges promptly.
Mentor and develop employees giving timely and constructive feedback, explaining rationale and thought process to help employees improve their skills. Document their performance in the annual Focal Review performance evaluation process.
Bachelor’s degree in business management or related field
5-7 years’ experience with top tier ERP systems and managing a call center five to seven years of customer service management experience; four years’ experience in a management capacity preferred; or equivalent combination of education and experience
Broad understanding of policies, procedures, systems relating to high volume order entry in a call center environment.
Experience with managing staff in a call center/order entry environment.
Proficiency using SAP or top tier ERP/CRM system and ACD systems.
Excellent customer focus with a high sense of urgency and excellent interpersonal and communication skills.
Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously.
Highly professional and consistent exercise of good judgment and problem-solving skills while maintaining a high level of confidentiality and sensitivity at all times. Must be able to think strategically and function tactically and positively creating a highly productive work environment.
Excellent computer skills including operating Windows based personal computers, various office equipment and machines, and telephone system. Ability to efficiently and effectively use Microsoft products such as Outlook, Word, Excel, and PowerPoint.
Ability to travel (10%) with some over-night stays is required.
May be tasked with lifting, carrying, pushing or pulling up to 25 lbs., if able to do so.
Must be able to sit for prolonged periods of time and walk/stand for moderate periods of time.
Must be able to bend at the knees and waist frequently
Must be able to repetitively use a telephone and a computer mouse and keyboard.
All employment is contingent on candidates passing a background check and providing at least two positive professional references from prior managers. We are looking for local candidates only. U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. To apply for this position please visit our website at www.PsiNapse.com, and click on “Looking for Work”. Thank you for your interest. Please understand that only qualified candidates will receive a response. PsiNapse Technology, a national, workforce augmentation and solutions firm, offers competitive compensation, professional service, and customized benefits to qualified temporary and career professionals looking for employment. We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, color, gender, sexual-orientation, age, national origin, citizenship, disability, or any other protected category.