What are the responsibilities and job description for the Order Management Manager position at Agrisolutions?
Order Management Manager, Hybrid- Rock Island, IL & Remote
Purpose:
The Order Management Manager is responsible for overseeing the daily operations of the order management team, ensuring seamless order entry, strong customer communication and overall exceptional customer experience. This role involves managing a team of order management specialists, developing and implementing policies and procedures, monitoring performance metrics, and improving customer satisfaction. The Order Management Manager works closely with internal and external teams, including sales, operations, supply chain, and engineering, to resolve issues, optimize processes, and drive customer-centric initiatives to exceed customer expectations.
Organizational Relationships:
- Reports to: Director of Sales
- Supervision: Order Management Team
- Collaborates with: Sales, Business Development, Operations, Supply Chain, and Engineering teams
Essential Functions:
- Management of overall internal Order Management process as well as driving improved and streamlined processes (internally and externally when required) to ensure success
- Lead, motivate, and manage a team of Order Management Specialist to ensure alignment on providing strong customer experience to exceed customer expectations
- Management of direct reports (Order Management Specialist, each supporting specific customers) and provide regular feedback, coaching, and mentoring to them
- Daily communication and support
- Weekly or Monthly 1-1’s
- Performance reviews
- Identify skill gaps and provide ongoing coaching to address
- Conduct onboarding training for new hires, ensuring they understand goals and objectives
- Supporting Order Management Specialists with daily orderbook management tasks:
- Oversee day-to-day order management operations, ensuring that strong service levels are maintained, and customer inquiries are handled promptly and professionally
- Gathering customer forecast (whether via excel files from customer, or via customer specific “Portals”)
- Identifying orderbook movements (move in’s / move out’s, volume increases / decreases, etc.)
- Allocating inventory for customer specific orders
- Coordinating and escalating with the internal teams (manufacturing, purchasing, commercial engineering, etc.)
- Lead in handling complex or escalated customer inquiries and complaints in a timely and professional manner.
- Responsible for ensuring customer issues are resolved to the satisfaction of the customer, while also balancing what is best for the organization
- Collaborating with the commercial team (as well as others internally) to develop strategies or “think outside the box” to support our continued growth pursuit while maintaining the strong customer experience and exceeding customer expectations
- Support in driving internal collaboration to adapt and adjust to meet the customer’s needs
- Continuously assess and improve processes to increase efficiency and customer satisfaction
Required Knowledge, Skills, and Abilities:
- Bachelor’s degree or equivalent experience in Business, Management, Communications, or a related field (preferred).
- Relevant certifications in customer service management or order management (preferred)
- 5 years of customer support or sales experience, with ERP/MRP familiarity and at least 2 years in a supervisory or managerial role (preferred)
- Proven experience managing customer service teams, driving improvements in customer satisfaction and collaborating within a matrix organization
- Strong interpersonal, organizational, and time-management skills
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and adaptability to dynamic business demands
Competencies:
- Ability to communicate effectively with executive management.
- Ability to take direction from executive management and lead order management team to execution of company goals and objectives.
- Capability to develop and present critical information to a variety of internal and external audiences.
- Sounds decision making skills and critical thinking.
- Ownership – is eager to take ownership of responsibilities; thinks independently to excel in role; takes ownership of challenges.
- Results Focus – exhibits commitment to goals and consistently delivers results; demonstrates personal initiative and independent motivation to achieve goals and objectives.
- Communication – relates well to people; builds rapport; provides clear directions and information.
- Customer Focus and Expectations – understands and meets needs of customers and business partners; builds positive customer relationships.
- Problem Solving – breaks down problems and generates a range of solutions; thinks outside the box and uses ideas of others to help develop solutions.
Working Conditions & Physical Demands:
- Typical office hours are Monday-Friday, 8 AM–5 PM, with occasional flexibility as needed
- Primarily sedentary with occasional movement, such as walking or standing
- Occasional travel may be required for training, team-building activities, or customer meetings
Please note that this job description is subject to change. The profile is intended to be a guide. Other activities or tasks deemed appropriate to this position and which the business considers reasonable may be added.
Benefits
- Medical, dental, vision, accident, and critical illness plans are available for enrollment.
- Company-paid life insurance and AD&D, Employee Assistance Program, and disability insurance.
- 401k retirement program with 4% company match after 6 months of employment.
- Paid time off and 11 paid holidays with 9 designated by the company and 2 floaters.
Agrisolutions is committed to a diverse and inclusive workplace. Agrisolutions is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.