Summary

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 acknowledgements, order processing, follow-up with customer issues/error and small projects. 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 product 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

• Provide order management support for assigned salespeople, following all guidelines for the Order Management Specialist team (approximately 30-50% of each day)
• Responsible for leading the Order Management Specialist (OMS) team and managing the order entry processes for core divisions
• Executing the Workcompass program for all direct reports to the level expected set forth by Human Resources
• Proactively manage overtime and other expenses related to the OMS team
• Hold monthly team meeting and trainings

• Maintain best practices for Order Entry and benchmark within the dealer community to maintain Best of Class standards
• 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
• Lead and coordinate planning around pricing exercises, pricing adjustments and major projects to ensure we have accurate deliverables to the customer
• Work with key roles in customer organization to ensure ease of payment after invoicing

• Ensure billing is completed throughout the month and as soon as possible once the product has been delivered.
  • Audit Aging Billing Backlog Report
  • Audit Delivered Not Invoiced Report
  • Audit Projected Billing Report
• Ensure direct shipments and better timing of orders from multiple vendors.
• Manage key reports for leadership utilizing excel and business intelligence platforms
• Develop new reports as requested by leadership using excel and other tools
• 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
• Pull customer data that is in our reporting system that needs manipulation / formatting in excel via request of salespeople
• 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
• Create a process to better understand customer contract pricing and where profitability can be enhanced through targeted negotiation
• Establish process to compare purchase order to quote to ensure match and reduce billing issues.
• Attend quarterly Community of Practice Call hosted by Steelcase with other dealers to build network and enhance knowledge or best practices
• Support annual inventory preparation through order clean up processes to help ensure a smooth inventory at year end
• Review and Publish monthly reports to entire organization for key OMS initiatives:
  • Zero Sell Report
  • Margin Manager Report
• Provide administrator support of internal Business Intelligence software, known as MXB

General Responsibilities:

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

Supervisory Responsibilities

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

Education, Certificates, Licenses, Registrations

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

Physical Demands

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