The Opportunity:
As the Order Management Supervisor, you will be accountable for leading a team of Order Management analysts efficiently and accurately processing orders supporting Global customers.
In addition, you will also execute Direct Import (DI) policies regarding order management and escalating issues to the Management team in a timely manner. This role will manage their own accounts while monitoring team performance and adherence to service level agreements.
What Your Impact Will Be:
Team Leadership and Management:
- Manage and supervise a team of Order Management Analysts, providing guidance, coaching, and feedback on performance and growth.
- Monitor team workload and ensure equitable distribution of tasks.
- Conduct regular team meetings to communicate updates, address challenges, and foster a collaborative environment.
- Identify training needs and facilitate the development of team members.
- Conduct performance reviews and contribute to the professional development of direct reports.
Order Intake & Clean Order Processing:
- Oversee the accurate and timely intake of customer orders through various channels.
- Ensure orders meet all necessary criteria for processing (e.g., pricing, terms, completeness).
- Be capable of executing order intake and clean order processing during peak periods or to support resource flexibility.
- Troubleshoot and resolve order intake related issues.
Order Processing & Release (Support Role):
- Collaborate with the Customer Fulfillment teams regarding order processing and release priorities.
- Provide necessary information and support to facilitate efficient order fulfillment.
- Understand the order processing process and potential constraints.
Liaison with Customer Fulfillment:
- Serve as the primary point of contact for the Customer Fulfillment team regarding order-related inquiries and issues.
- Proactively communicate potential order discrepancies or challenges.
- Collaborate effectively to resolve order holds, shipping issues, and other fulfillment-related matters.
- Support the reconciliation of order-related claims in partnership with the Customer Fulfillment team.
Operational Oversight and Improvement:
- Monitor daily operational performance and identify areas for improvement in order management processes.
- Analyze order management data to identify trends and potential issues.
- Conduct root cause analysis of order-related errors and implement corrective actions.
- Initiate and actively participate in continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction.
- Ensure adherence to established order management policies and procedures.
- Maintain accurate and up-to-date documentation of order management processes.
Communication and Collaboration:
- Maintain clear and effective communication with internal stakeholders (e.g, Sales, Supply Planning, Logistics, Finance) and external partners.
- Escalate complex issues to the appropriate stakeholders in a timely manner.
- Foster strong working relationships with cross-functional teams.