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Form of workJob Description
The Order Management Specialist (OMS) role for the Order, Shipping and Billing (OSB), also known as Order-to-Cash (OTC), activities to support our growth. It is a critical role to fulfill customer orders by acquiring the order so it can be processed, released to the Warehouse for pick-pack-ship tasks, and ultimately invoiced once the shipment has been executed. This is a Supply Chain role reporting to the Director of Operations and has frequent interaction with sales reps, accounts receivables and warehouse associates.
Order Acquisition - Completes customer order acquisition on the day of, or the closest working day the customer sends an order. Order acquisition can come to us in different ways such as manual entry of an order sent by the customer via email into MS Dynamics Business Central (BC), EDI transmission though True Commerce), Nomad Customer Portal, or any other tool that has been integrated to create Sales Orders in BC.
Order Processing - Process customer orders in a timely manner. This includes confirming order meets minimum order quantity thresholds, checking for ship to location validity, resolving price discrepancies, assigning an expected "Ship Date based on transit time logic and carriers, and ensuring all customer specific needs are addressed before releasing the order to the Warehouse for the Pick-Pack-Ship activities.
Order Release Once a customer order has been processed and discrepancies have been resolved, the OMS will change the order status in BC to "released and will log the order with a record in the Daily Shipments Report (DSR). This will signal the Warehouse team that they can proceed with fulfilling that customer order.
Order Invoicing once the customer order has been shipped by the Warehouse, the OMS will proceed to invoicing the order in BC and in True Commerce (if it is an EDI order). For manually entered orders, the invoice will be sent via email or the designated communication method by the customer.
Communicate Order Status The OM Team is the single point of contact for the Sales team on order status. This will require effective communication and collaboration across departments to investigate if an order has been delayed, shipped, returned for any reason. Communication of order status could be systemic, via posted report refreshed daily, or ad hoc, via phone call or email with an inquiry from the Salesperson or the Customer. All status inquiries will need to be addressed in a timely manner, ideally within the same day, but not longer than 2 business days. In the event of a Paid-Time-Off event (vacation, sick leave, etc.), the OMS will communicate in their out of office message who from the OM Team is covering their customers during their absence.
Customer Returns In the event of a Sales Order Return, the OMS will investigate the situation and issue a Sales Return Authorization number (SRA#) and will communicate with the Warehouse supervisors that a return is expected so they can inspect, receive and put-away the products returned.
Customer Cards & Profiles The OMS will create and maintain Customer Cards for new or existing customers, so they are accurate and enable proper order fulfillment, including correct customer name, customer address, ship to locations, carriers, transportation lead-times, etc. The OMS will also maintain the Customer Specific requirements in the BC info section of the customer card, so in the event of a PTO or unplanned absence, the other OM Specialists can properly backfill and support those customers.
Customer Specific Needs Some customers require additional/specific tasks. The OMS supporting that customer, or someone backfilling for them, will make sure those tasks are done correctly and in a timely manner. Some of the customer specific tasks can include Order Acknowledgement, Portal update and Packing Slips sent to Ulta, sending cut reports to Target and Walmart, and similar activities that customers require currently or in the future. Other customer specific tasks include paperwork and additional communication with customers and freight forwarders to process, ship and collect money from International Customers.
Prevent Orders delays Alert and collaborate with Sales and Accounting of prices discrepancies, orders below minimum, credit hold, or any other issues that must be resolved to avoid delays to the order processing, shipping, and billing activities.
Flow to the Work The OMS is expected to learn how to manage all types of customers so they can flow to the work or backfill other OMS, as needed. Occasionally, the OMS will be required to work on special projects like the implementation of a new order acquisition tool (like Nomad, or Shopify), the mass maintenance of customer order parameters (like ship to addresses, transportation lead-times), etc.
REQUIRED SKILLS/ABILITIES:
EDUCATION AND EXPERIENCE:
Order Acquisition - Completes customer order acquisition on the day of, or the closest working day the customer sends an order. Order acquisition can come to us in different ways such as manual entry of an order sent by the customer via email into MS Dynamics Business Central (BC), EDI transmission though True Commerce), Nomad Customer Portal, or any other tool that has been integrated to create Sales Orders in BC.
Order Processing - Process customer orders in a timely manner. This includes confirming order meets minimum order quantity thresholds, checking for ship to location validity, resolving price discrepancies, assigning an expected "Ship Date based on transit time logic and carriers, and ensuring all customer specific needs are addressed before releasing the order to the Warehouse for the Pick-Pack-Ship activities.
Order Release Once a customer order has been processed and discrepancies have been resolved, the OMS will change the order status in BC to "released and will log the order with a record in the Daily Shipments Report (DSR). This will signal the Warehouse team that they can proceed with fulfilling that customer order.
Order Invoicing once the customer order has been shipped by the Warehouse, the OMS will proceed to invoicing the order in BC and in True Commerce (if it is an EDI order). For manually entered orders, the invoice will be sent via email or the designated communication method by the customer.
Communicate Order Status The OM Team is the single point of contact for the Sales team on order status. This will require effective communication and collaboration across departments to investigate if an order has been delayed, shipped, returned for any reason. Communication of order status could be systemic, via posted report refreshed daily, or ad hoc, via phone call or email with an inquiry from the Salesperson or the Customer. All status inquiries will need to be addressed in a timely manner, ideally within the same day, but not longer than 2 business days. In the event of a Paid-Time-Off event (vacation, sick leave, etc.), the OMS will communicate in their out of office message who from the OM Team is covering their customers during their absence.
Customer Returns In the event of a Sales Order Return, the OMS will investigate the situation and issue a Sales Return Authorization number (SRA#) and will communicate with the Warehouse supervisors that a return is expected so they can inspect, receive and put-away the products returned.
Customer Cards & Profiles The OMS will create and maintain Customer Cards for new or existing customers, so they are accurate and enable proper order fulfillment, including correct customer name, customer address, ship to locations, carriers, transportation lead-times, etc. The OMS will also maintain the Customer Specific requirements in the BC info section of the customer card, so in the event of a PTO or unplanned absence, the other OM Specialists can properly backfill and support those customers.
Customer Specific Needs Some customers require additional/specific tasks. The OMS supporting that customer, or someone backfilling for them, will make sure those tasks are done correctly and in a timely manner. Some of the customer specific tasks can include Order Acknowledgement, Portal update and Packing Slips sent to Ulta, sending cut reports to Target and Walmart, and similar activities that customers require currently or in the future. Other customer specific tasks include paperwork and additional communication with customers and freight forwarders to process, ship and collect money from International Customers.
Prevent Orders delays Alert and collaborate with Sales and Accounting of prices discrepancies, orders below minimum, credit hold, or any other issues that must be resolved to avoid delays to the order processing, shipping, and billing activities.
Flow to the Work The OMS is expected to learn how to manage all types of customers so they can flow to the work or backfill other OMS, as needed. Occasionally, the OMS will be required to work on special projects like the implementation of a new order acquisition tool (like Nomad, or Shopify), the mass maintenance of customer order parameters (like ship to addresses, transportation lead-times), etc.
REQUIRED SKILLS/ABILITIES:
- Strong computer skills, including hands-on working knowledge of Microsoft Office (365 to include Excel, Word, Teams, and Outlook), Internet Explorer or similar and ERP systems.
- Professional writing and language skills
- Effective communication in English, both verbal and written, to handle customer inquiries or complaints required. Ability to communicate in Spanish would be a plus.
- Strong data entry skills to review quickly and accurately, input and process manual orders is critical.
- Demonstrated ability to keep work organized and to follow through from order acquisition, to shipping and billing is key with minimum supervision.
- Superior phone etiquette and ability to deal effectively with internal or external customers, peers, and management.
- Strong work ethic to ensure tasks and/or projects are completed as committed.
- Good problem-solving skills. Experience with simple data analysis.
- Strong background in a distribution environment; supply chain planning skills would be a plus.
EDUCATION AND EXPERIENCE:
- Bachelor's degree in business administration or similar preferred, with strong computer skills and minimum of 3 years of experience in a Customer Service, Order Management or Order Processing role in a professional business environment.
- Experience in a consumer products group sales company collaborating with the supply chain team, while supporting the Sales function would be ideal.
- Must have EDI experience.
