Sr. Specialist, Order Management

Location: Hershey, PA

Department: Customer Service

Summary of Role:

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

Role Responsibilities:

Order to Cash

• Manage order-to-invoice cycle for sales orders including order entry and managing EDI workflow and blocks while delivering service metrics.
• Proactively involve internal stakeholders (supply chain, sales, logistics) to address critical customer needs.
• 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.
  
  

Communication/Relationships

• 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.
  
  

Continuous Improvement/Metrics

• Lead efforts to create and implement innovative solutions specific to strategic and national customers.
• Assist in the generation and evaluation of KPI’s with respect to Case Fill, OTD, and other identified metrics and develop corrective actions as necessary.
  
  

Knowledge, Skills, and Abilities:

Behavioral Competencies

• 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 enhancements.
  
  

Technical Competencies

• Strong analytical skills.
• Advanced SAP skills required.
• Proficient in Order to Cash processes.
• Advanced skills in Microsoft Office (Word, Excel, and Outlook)
• PowerBI experience
  
  

Minimum Education and Experience Requirements:

• Education –
• Bachelor’s degree
• Experience –
• At least 3 years of experience in Customer Service, Logistics, or related field.