*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 mannerby maintaining and enhancing a positive business relationship with customers, sales representatives, and brokers.respond in a timely and effectivemanner to customer inquiries.interact with other personnel within the order fulfillment process to ensure that orders are delivered to meet customerexpectations.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.li-gb1