Order Fulfillment Manager Jobs

The function of the Order Fulfillment Manager is to assist Account Managers and Senior Leadership with assigned responsibilities. This position is a working manager position; meaning the candidate must provide high-level customer service in a timely manner including order/quote entry, order status, vendor acknowledgments, order processing, follow-up with customer issues/error, and small projects. The ability to work as part of a team with other teams in the organization is a must. This position is responsible for making sure that Order Management Specialists (OMS) are properly aligned and meeting or exceeding expectations. The Order Management Specialist team supports our sales staff by being the subject matter experts for pricing, quoting, and ordering products for jobs ranging from personal home offices to multi-million-dollar facilities. This position assists in overseeing the compliance of departmental order fulfillment goals and monitoring activities and personnel accordingly. Additionally, this role is responsible for creating detailed, complex reports using Excel and other similar tools by request of leadership.

Primary Duties and Responsibilities

• Support company profitability by ensuring that performance standards and objectives are consistently met for related to cost, quality/accuracy/errors, and time through a 95% accuracy rating for OMS team
• Audit Aging Billing Backlog Report
• Ensure libraries of contracts for vendors and customers are up to date with all terms and conditions
• Develop process and understanding on how to manage costs from vendors in order to help push growth in margin
• Maintain best practices for Order Entry and benchmark within the dealer community to maintain Best of Class standards
• Executing the Workcompass program for all direct reports to the level expected to set forth by Human Resources
• Create a process to better understand customer contract pricing and where profitability can be enhanced through targeted negotiation
• Proactively manage overtime and other expenses related to the OMS team
• Review and Publish monthly reports to the entire organization for key OMS initiatives: Zero Sell Report
• Develop new reports as requested by leadership using Excel and other tools
• Attend quarterly Community of Practice Call hosted by Steelcase with other dealers to build a network and enhance knowledge of best practices
• Audit each division on a quarterly basis using an Internal Status report to ensure best practices for order management are being followed and report on trends to Director
• Lead and coordinate planning around pricing exercises, pricing adjustments, and major projects to ensure we have accurate deliverables to the customer
• Provide order management support for assigned salespeople, following all guidelines for the Order Management Specialist team (approximately 30-50% of each day)
• Ensure billing is completed throughout the month and as soon as possible once the product has been delivered.
• Ensure direct shipments and better timing of orders from multiple vendors.
• Provide administrator support of internal Business Intelligence software, known as MXB
• Margin Manager Report
• Audit Delivered Not Invoiced Report
• Support annual inventory preparation through order clean-up processes to help ensure a smooth inventory at year-end
• Responsible for leading the Order Management Specialist (OMS) team and managing the order entry processes for core divisions
• Manage key reports for leadership utilizing Excel and business intelligence platforms
• Hold monthly team meetings and trainings
• Establish a process to compare purchase orders to quotes to ensure match and reduce billing issues.
• Work with key roles in customer organization to ensure ease of payment after invoicing
• Pull customer data that is in our reporting system that needs manipulation/formatting in Excel via request of salespeople
• Audit Projected Billing Report

General Responsibilities:

• Maintain a customer-driven organization.
• Maintain a culture driven by the company values of integrity, excellence, and concern for others.
• Other duties as assigned by leadership
• Always maintain a professional and courteous attitude.
• Maintain company procedures, policies, dress code, and safety procedures.

Supervisory Responsibilities

• 1 OMS Team Lead with 3 Reports
• 3-4 OMS direct reports

Education, Certificates, Licenses, Registrations

• A humble and teachable demeanor is required.
• At least 3 years of business management in a supervisory role is required.
• Ability to deal with issues at the conceptual level and translate them into action plans.
• Experience in working with Enterprise Software platforms such as SAP, Core, MS Business Central, or NetSuite
• Ability to manage and motivate functional teams toward the achievement of common objectives.
• A passion for excellence is required.
• Strong written and verbal communication skills are required.
• A strong work ethic and the ability to manage a high volume of work is required.
• Can effectively conduct business with all levels in the organization.
• Proven organizational and follow-through skills are required.
• Bachelor's degree from an accredited university, Business Administration, Business Analytics or similar field is preferred.

Physical Demands

• On-time attendance to work and all meetings is required.
• This is a position that may be required to work overtime nights, weekends, and holidays.
• Work schedule: Monday - Friday, 7:15 AM to 5:15 PM with 1 hour for lunch.