Order Management Representative

Order Management Representative

Requisition Number: 127120

Job Location:

Hershey, PA

Summary:

Manage the order process from time of receipt through invoicing. Provide quality service to customers and internal stakeholders. Proactively engage in continuous improvement activities related to metrics and process improvements.

Responsibilities:

• Manage order-to-invoice cycle for sales orders including order entry and managing EDI workflow and blocks while delivering service metrics
• Confirm accuracy of information on customer purchase orders, including pricing, products, freight terms, and payment terms.
• Coordinate with Supply Planning for material availability
• Process and track customer orders with third party transportation providers
• Ensure timely resolution of escalated issues on behalf of the customer
• Develop and maintain relationships with customers, transportation providers and internal stakeholders and foster collaboration to serve customer needs
• Coordinate the resolution and response to internal and external inquiries and engage functional owners when needed
• Identify, assist, and/or lead process improvement projects within the department
• Assist in the generation and evaluation of KPIs with respect to case fill, OTD, and other identified metrics and develop corrective actions as necessary.
• Back-up and support team members during absences and/or heavy volume times;
  Support training and mentoring of new team members
• Work with SAP implementation teams on new installations and upgrades
• Serve on department and cross-functional task and project teams

Qualifications:

• Strong focus on achieving goals and metrics, driving results and collaborating with the team
• Ability to communicate and collaborate effectively with customers and internal stakeholders
• Demonstrated customer service excellence including sensitive communication skills in identifying, trouble shooting and resolving issues in a timely manner
• Ability to prioritize tasks in a high volume and dynamic environment with focused attention to detail, accuracy, and quality
• Proven continuous improvement mindset, always looking for system, process & communication improvements
• Continuous learning mindset and strong analytical skills
• Entry level S4, SAP, or ERP skills preferred
• Knowledge of Order to Cash processes preferred
• Proficient in Microsoft Office (Word, Excel and Outlook)

Experience & Education:

• Minimum of two years of experience in customer service, logistics or related field preferred