**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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