Were looking for Order Entry Team Manager (Customer Service) Job Summary The Order Entry Team Manager role is responsible for the day-to-day tasks and acts as the first escalation point for all issues for the Order Entry team. The position is also responsible for ongoing knowledge and skills development of the team members with a focus on accuracy, reliability, speed, consistency and accountability for our client’s satisfaction. Major Challenges Develop and implement processes that reduce the time taken for an order to be received and released to the warehouse or e-mailed to the customer – with very high levels of accuracy Duties and Responsibilities: • Monitor the flow of orders and quotes and delegate accordingly • Be actively involved in day-to-day order processing issues • Set and achieve measurable targets for all aspects of order processing (in conjunction with other key staff members within the company) • Ensure all aspects of order processing are within company directives and guidelines • Address errors and coach the Order Entry team members in making improvements • Implement and report on changes to processes • Facilitate the training of new staff • Be responsible for completion of appraisals and personal development plans. Provide regular formal and informal reviews and feedback – monthly and annual • Work closely with business leaders to drive operational efficiencies and policy changes to minimize quote to cash handling time, hand-offs and risk of error • Act as first point of call for leave requests, sick leave and other absences • Facilitate and assist in implementing system and process change mandated by the company • Develop and implement Key Strategies to improve and maintain exceptional customer service by reducing errors through the development of automation and reducing the amount of human interpretation • Continue to monitor workflow and delegate to ensure a balanced level of workload • Drive continuous operational efficiency for optimum customer service levels Requirements: • Sound understanding of the IT Distribution business. • Exceptional Customer Service ethic • Ability to engage employees in a Customer- and Vendor- Focused culture • Demonstrable ability to develop pragmatic support processes • Microsoft Excel and Outlook skills at an intermediate level • SAP experience will be highly regarded • The equivalent of 2 – 5 years experiences in an order processing type role • Direct experience in managing personnel or coaching would be a distinct advantage • Able to adapt to organisational changes and challenge the status quo • Attention to details • Must be able to work independently with little supervision • Self-motivated with high energy levels • Approachable and supportive of direct and indirect employees • Act with a sense of urgency • Ability and desire to coach staff members • Ability to handle stressful situations with confidence Suitable applicants are invited to send in a detailed MS Word resume to [email protected] stating present/expected salaries and earliest available date. We thank all applicants in advance and regret that only short-listed candidates will be notified.
Posted on: Fri, 07 Mar 2014 08:23:06 +0000
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