Manager, Order Management

Join Electrolux Professional Group - as

Order Management Manager

ABOUT YOUR TASKS :

• Plan, assign, and review the work of employees providing pre-sales customer service support.
• Monitor the Automatic Call Distribution system to ensure adequate phone coverage by the team at all times.
• Manage the training, orientation, and continuing development of subordinate employees.
• Coach, counsel and mentor assigned personnel on work-related problems or questions.
• Complete and deliver periodic performance reviews.
• Develop and implement new and revised policies and procedures.
• Determine and assemble data, compose special reports, periodic correspondence or work-related records to support sales or customer requests and / or requirements.
• Answer inquiries for subordinates and customers concerning escalated issues.
• Analyze call queue KPI’s and initiate any required corrective actions if required.
• Analyze Sale Order Life Cycle KPI’s and initiate process improvement projects as required.
• Negotiate Service Level Agreements (SLA) and contracts for assigned customer base.
• Analyze bill-back trends and initiate corrective actions as determined.
• Initiate and lead system enhancement projects.
• Lead and / or participate in cross-functional teams and team projects.
• Manage assigned accounts / territories.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

• Expert knowledge of the company ERP system and processes.
• Intermediate knowledge on Microsoft Office Products including Visio.
• Expert knowledge of foodservice equipment and industry.
• Excellent interpersonal and time management skills.
• Excellent communication skills both verbal and written.
• Demonstrated project management and process improvement skills.
• Advanced database query skills.
• Automatic Call Distribution administration.
• Vendor managed inventory skills.
• Understanding of electronic B2B concepts and processes.
• Vendor compliance and customer satisfaction concepts.
• Enterprise cross-functional process knowledge.
• Experience with contract administration, forecast, and demand planning.

ABOUT YOU :

• A high school diploma or GED is required.
• A bachelor's degree in related field or 6 years of experience in a customer service or business-related role.
• Miminum of five years of customer service or sales experience, preferably in a leadership role.
• Minimum of three years of management experience or evidence of successful career growth within an internal customer focused role.

PHYSICAL REQUIREMENTS :

• Rarely (0-12%) : Climbing / Stooping / Kneeling / Lifting / Pulling / Pushing
• Occasionally (12-33%) : Standing / Walking
• Frequently (34-66%) :
• Regularly (67-100%) : Seeing / Hearing / Fingering / Grasping / Feeling

WORKING CONDITION :

• General office environment with remote work.
• Approximately 25% travel.

REQUIRED COMPETENCES :

• Customer Obsessed - you are focused on delivering value to the customers, both internal and external
• Trustworthy you are accountable and deliver on your commitments. You welcome healthy debates and honest conversations. You are honest - especially about your mistakes and learn from your setbacks.

You collaborate and enable others to deliver.

Bold - You take action to deliver better outcome. You seek diversity and inclusion by actively pursuing diverse perspectives and creating an inclusive environment.

You bring new ideas to the table and take risks with confidence, supporting courageous decision-making that inspires progress and growth.

Sustainable You consider the growth and development of our people to be as important as preserving our environment and take decisions that reflect our effort to build a better future. You always act ethically.

ABOUT OUR BENEFITS :

• Fair compensation and benefits package in line with the market
• Flexible hybrid workplaces that include remote and in-office roles
• Room to express your potential, develop and strengthen your competences
• Continuous learning opportunities
• Diversified, multi-cultural environment
30+ days ago