Job Summary: This role will coordinate activities of Order Management & Customer Service personnel. Act as interface between customers, order management, scheduling and production. Specific Responsibilities: Supply upper management with timely information so that decisions can be made based on the best facts available. Coordinate with Field Sales, Marketing Department, and Master Scheduler, and Production regarding incoming orders, scheduled delivery dates, and projected delivery dates. Assist Master Scheduler in monitoring and analyzing incoming order rates, production backlog, and work content of customer orders. Communicate directly with external customers, answering questions regarding product availability, lead times, and delivery dates. Monitor responsibilities and workload among Order Management personnel and implement changes where appropriate. Identify and recommend process improvements within the function. Keep VP of Sales & Marketing up to date on key Customer/Order Management issues. Verify that customer orders/styles meet the quoted styles created by the Design Engineering system. Work closely with 3PL to fill truckloads to locations, expedite shipping of hot orders. Work with company’s shipping to locate units. Respond to requests for PODs/packing lists for customers Maintain safety stock rotation. Expert at pull customer VMI calculations/reports, releasing oldest orders to shipping Manage shipping portal\shipping bucket of avail units to ship. Expert in Order Entry for OMA entry. Work with finance to credit customers as needed/cut units from load/back bill over shipped units, etc. Keep error log flowing so as not to delay posting of new orders into Syteline. Use shipping portal/unit status sheet/serial numbers/items to understand what is in inventory/shippable/lost and follow up appropriately. Work with Order Entry on revisions as needed in a timely manner to progress orders into ERP system. Flexible during times of natural disaster/emergencies. Expectations: Behaviors & Skills Thinks strategically and approaches all efforts from a future, proactive standpoint. Demonstrates the ability to blend logical, analytical, and creative thinking styles. Demonstrate accountability and ability to hold others accountable. Is fair, consistent, and respectful in all situations. Achieves credibility at all levels through technical competence, drive, follow through behaviors, and solid communication skills. Actively seeks, shares, and applies new concepts to continuously improve self and others. Works effectively with others individually and in teams in pursuit of organizational goals. Models company’s vision and values and keeps them at the forefront of all business activities. Provides timely guidance and feedback to help others achieve results. Self-directed and proactive. Skilled using computer applications including Excel, MS Office, Outlook, ERP, Intranet. Understands the processes and operation of the entire plant, including customer expectations. Present and maintain a calm presence, especially in the face of adversity. Ensures competency through regular communication with customers. Models the company’s Way, Vision and Values
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