Position: order management representative (omr)-customer service representative
location: providencia office (guadalajara, jalisco)
advanced english (this position will support the canadian business)
summary:
manage customer orders from time of receipt through invoicing for the company’s customers. Represent the hershey company in a professional manner
by maintaining and enhancing a positive business relationship with customers, sales representatives, and brokers. Respond in a timely and effective
manner to customer inquiries. Interact with other personnel within the order fulfillment process to ensure that orders are delivered to meet customer
expectations. Participate in customer meetings
main responsibilities:
* order cycle management: oversee the entire order-to-invoice cycle for sales orders, including order entry, managing edi workflow and blocks, maximizing truck capacity, and achieving service metrics.
* data accuracy: confirm the accuracy of information on customer purchase orders, including pricing, products, and freight terms.
* inventory coordination: coordinate with supply and demand planning to ensure material availability.
* shipment tracking: track and trace customer orders with third-party transportation providers.
* issue resolution: ensure timely resolution of escalated issues on behalf of key customers.
* internal collaboration: proactively partner with internal stakeholders (supply chain, sales planning, customer supply chain, logistics) to address critical customer requirements, drive decisions, and develop communication processes.
* strategic relationships: develop and maintain strong relationships with customers, transportation providers, and internal stakeholders to foster collaboration and serve strategic customer needs.
* continuous improvement: identify and drive continuous improvement efforts aimed at enhancing the customer experience.
* metrics analysis: assist in generating and evaluating kpis (key performance indicators) for case fill, on-time delivery (otd), and other identified metrics, developing corrective actions as necessary.
education:
bachelor's (bs/ba) degree or equivalent education/experience.
experience:
minimum of 1-3 years of experience in customer service, logistics, or a related field.
minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:
* in-depth knowledge of the order fulfillment process and its hand-offs.
* familiarity with systems used in the order fulfillment process and their interfaces (e.g., sap, transplace, tpm, demand planning, vmi).
* working knowledge of all core sap transactions for order management.
* knowledge of product lines and material management concepts.
* working knowledge of customer operations.
* understanding of the invoicing process.
* knowledge of sales and broker organizations.
* understanding of the overall business impact when making order management decisions.
* working knowledge of transportation and warehousing concepts.
* excellent written and oral communication skills.
* strong organizational skills.
* strong analytical and basic math skills.
* proficiency in ms office applications.
* ability to use analysis tools to communicate metrics and improve service levels.
* ability to develop good business rapport with customers.
* strong leadership skills, capable of leading and managing teammates through issues when appropriate.
* ability to organize and lead meetings.
* strong teamwork skills.
* strong ability to identify issues and evaluate potential solutions to resolve them.
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