*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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