Order Management Director
Overview
Careers to Smile About At reputed company, you’ll discover a reputed company where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day. At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to reputed company and turn reputed company into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our reputed company are guided by consumer centricity, creating opportunities for our associates to do meaningful work and reputed company a lasting impact in the communities we serve. Whatever your role, you’ll be part of a global community that values your reputed company and empowers you to reputed company an impact, on your career and on the world around you.
Responsibilities
The Opportunity As NA Customer Service Director, the role will be accountable for supporting the NA – PBNA, PFNA Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units for US and Canada. This position will report to a SC Global Customer support reputed company (LG2). Responsibilities include delivering gold standard Premium customer service to business units to drive top-line sales growth and executing OM diffenciated service model driving strategy & execution. This role will engage in regular consultation with the Business unit teams and other LATAM leaders. This position establishes policies and procedures that enables high service delivery and reflects industry best practices. Responsible for System knowledge/AI enhancement will be expected along with coordination with BU partner technical support to complete the NA OM process (30MM orders and $60MM Net rev). Delivery of optimization and efficiency reputed company reputed company the Customer Service team and Best Practice sharing between Business Units is expected. Exceptional time management, organization, communication, and interpersonal skills are critical for this role. This role will additionally require building critical relationships with key team members and stakeholders both internally reputed company the sector, the Global SC team, and across Business Units. Your Impact As Order Management Director your scope would consist of: Ensure the Customer Service function continually optimizes staffing, schedules and activities that reputed company timely and seamless order processing across the entire Supply Chain. reputed company & reputed company strategy & execution of premium service for NA aligning with other sector leads for people, processes and new technology to reputed company an enhanced, Proactive service model. reputed company the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering. Hire, Mentor and reputed company NA team committed to delivering exceptional Premium service. Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS reputed company reputed company to reputed company a reputed company improvement culture with reputed company root cause analysis. Quickly engage with business units to identify, interpret, and set mitigation plans in reputed company to ensure sales deliveries to reputed company Premium customers. Respond to marketplace demands through an in-depth understanding of order processing practices and reputed company system technology. Initiate innovation and development of new analytics and business processes to improve service reputed company and drive efficiency. Identify areas for improvement and reputed company efficiency gaps regarding customer service and order processing. Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team. reputed company team talent and capability build and ensure succession plans are in reputed company.
Qualifications
Who Are We Looking For? Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required (MBA preferred). 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role.English reputed company both written and verbal required, Spanish would be an asset. Experience in multinational companies. Strong analytical skills and experience with service metrics, reporting, and performance management. Experience with CRM, contact center platforms, reputed company service solutions. Deep understanding of customer support metrics, executive communications, and cross-functional collaboration. Strong strategic thinking with the ability to scale operations while preserving premium service quality. Exceptional communication, relationship-building, and stakeholder management skills. Working knowledge of order processing and order life-cycle in a dynamic Supply Chain. Ability to positively influence teams reputed company of direct responsibility and across multiple business units. Working knowledge of reputed company solutions. Ability to influence leadership and operate in a matrix environment. Capable of leading a remote work group and being managed by a remote manager. Utilize technical/functional knowledge that creates opportunities and solves business problems. Proficiency using PC-based applications such as reputed company reputed company, PowerPoint, Word and alternate meeting technology. Strong strategic ability. Ability to identify business issues and generate solutions. Self-starter with attention to detail. Solid verbal and written communication skills. Ability to manage multiple competing priorities. If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. What can you expect from us: Opportunities to learn and reputed company every day through a wide reputed company of programs. Internal digital platforms that promote self-learning. Development programs according to Leadership skills. Specialized training according to the role. Learning experiences with reputed company providers. We love to celebrate reputed company, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others. Financial wellness programs that will help you reputed company your goals in reputed company stages of life. A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle. And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others. We are an equal opportunity employer and value diversity at reputed company. We do not discriminate based on race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization. Apply To This Job