SCP.CUSTOMER ORDER MANAGEMENT MANAGER

Leads the day-to-day Customer Order Management operations for Latin America Region. Ensures alignment with global supply chain strategy to deliver operational efficiency to meet customer needs. Designs the appropriate organizational structure to meet business needs and maximize resources while providing coaching, mentoring and development.

Responsibilities

Leads Customer Order Management teams; maximizes collaboration between teams to create a participative environment that maximizes team performance Ensures Customer Order Management teams continuously demonstrate customer support excellence (compassion, empathy, support) in all communications and interactions Contributes to the development of the local Supply Chain strategy, vision and goals with the site leader; Ensure all employee work-plans support this strategy Manages overall communications and interactions between global Customer Order Management stakeholders and site operations on all order processing and customer matters Conceptualizes, develops, and implements strategy/tactics between Materials and Customer Order Management functions to improve overall order throughput and meet financial targets. Sets clear, strategic direction for teams to work cross-functionally to improve the overall order life cycle and customer experience Develops functional excellence and expand support for all lines of business Creates and ensures a customer-focused culture is in place to support a global customer base; works with customers directly to resolve escalated queries Develops a comprehensive communication plan that facilitates proactive interactions with global customer base to improve efficiency in daily operations Orchestrates team’s involvement with global system implementations/projects and act as expert consultant for global Customer Order Management Owns and continues to redefine departmental metrics; ensures full utilization of metrics/data to drive process improvement and work priorities Manages departmental budget and Annual Operating Plan (AOP) process Ensures alignment of initiatives and on-going dialogue with key stakeholders (for example: Sales/Marketing, Materials, Logistics, Plant/Warehouse, Distribution) Visits key customers, as per plan, to understand concerns and develop relationships; analyzes customer inquiries to identify recurring user problems, recommends solutions, and identifies where order management processes can be improved. Tracks improvements to closure, and communicates progress to customers Facilitates demand control meetings to drive decision making on forecast consumption, including drops/rolls and customer order prioritization; management of demand control analytics Provides output from demand control meetings to the demand planners to enable integration into long term forecast (demand plan) Identifies and manages abnormal demand within the demand control window

Qualifications

College, university, or equivalent degree in Supply Chain, Business Administration, or related subject required. This position may require licensing for compliance with export controls or sanctions regulations.