RESPONSIBILITIES:

• Leading, motivating and providing coaching & developing the customer service/account coordinators and direct the correct execution of the Order-To-Cash process
• Serving as an escalation point to resolve issues, coach direct reports in root cause analysis, and ensure processes and customer profiles are well-documented
• Preparing and analyzing data, drawing conclusions and deciding on implementation of solutions for improving customer service team and processes to achieve quality and efficiency
• Managing returns, damage claims and complaints; communicate cause and resolution to affected/responsible business partners, assign action items to appropriate personnel and ensure approval is obtained
• Assisting in the set up and monitoring of EDI transactions and work collaboratively with the IT department to troubleshoot any issues
• Developing and monitoring processes within the order to cash cycle to increase efficiencies
• Development, implementing and monitoring of reporting & KPIs to help identify process gaps or to proactively identify and work with the customer service & account management team to resolve order issues early in the process
• Reviewing open orders and proactively working with sales, operations and demand planning to optimize customer order fulfillment, with a focus on Tier 1 Customers
• Promote a workplace free of discrimination and harassment. Seek and consider designated group members when hiring to ensure we are working towards closing representation gaps in the workplace

QUALIFICATIONS:

Experience & Education/Training

• Degree in Business with a minimum of 3 years experience in a related field, or 3-5 years of relevant work experience
• Experience in managing and/or performing the order to cash process in a consumer packaged goods (CPG) organization or retail-type environment that deals with large volumes of customer orders and deductions is an asset
• Experience in managing and/or performing customer-centric service for in a business to business environment, for large scale customers
• Experience operating in a larger scale business environment that uses structured systems, processes and tools in delivering and measuring business functions
• Experience in building, leading and mentoring staff in a fast paced environment

Knowledge, Skills, and Abilities

• The ability to rapidly learn new and complex business details
• Highly proficient in Excel and experience working in an ERP system environment
• Strong customer service orientation, and the ability to work with will external and internal customers across the organization
• Strong interpersonal, team building, communication, organizational and motivational skills
• Experience working through organizational change.
• Highly organized, able to plan and structure their own work and the work of others
• Self-motivating, adaptable, able to prioritize and to manage a dynamic work load