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Manager of Order Management

 

Responsibilities

The Manager, Order Management is responsible for direct management of Customer Service Supervisors and workforce management of Customer Service Representatives. Additional responsibilities include process and quality of service improvements, implementation and execution of strategic plans and leadership of transformational projects.

 

Primary Job Responsibilities:

The responsibilities of this position include, but are not limited to:

  • Customer Service – partners with Sales and Operations to build customer service excellence throughout the organization; develops streamlined workflows that optimize capabilities and utilizes resources effectively; cultivates continuous improvement and problem-solving culture to correct process gaps and inefficiencies
  • Talent Management – includes staffing, training, development, and succession activities that support business demands; identifies organizational skill set gaps and assists with individual/team/department solutions; manages third party staffing performance by providing feedback and process improvements as needed
  • Performance Management – builds a high-performance culture that is engaged and motivated; completes annual performance evaluations; coaches, develops and creates performance improvement plans as needed
  • Department Management – lead and support the organization in business process standardization, creates escalation protocols to resolve customer issues; manages onboarding and training programs for effectiveness
  • Project Management – assists with developing strategic priorities; leads project team and ensures timely implementation and execution of projects; represents the Order Management department in cross-functional project teams as needed

Job Skills:

This position should possess the following skills/knowledge:

  • Strategic planning, data analytics, structured problem solving and project management
  • Team building and conflict resolution with effective written and verbal communication
  • Ability to manage multiple priorities, lead others and work cross-functionally at all levels

Educational Requirements:

  • Bachelor’s degree in Business or other related field

Preferred Experience:

  • Industry related experience with strong ERP utilization
  • Leadership role in Customer Service and/or Order Management
  • Demonstrated experience in organization transformation
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