Manager, Customer Order Management

Role Summary:

The Manager, Customer Order Management will lead a group of customer order management coordinators, optimizing the customer order end-to-end processes across twenty-five manufacturing facilities located in the USA, Canada, Mexico, and Europe.

This professional will implement benchmark strategies to improve the customer experience by customer group, ensuring alignment among sales, supply chain, operations, and finance teams.

Highly focused on adding value to each interaction with customers (direct / end-users and distributors) to achieve the company's financial goals and increase customer on-time and in full.

Proven ability to actively listen, solve problems quickly, accurately, and efficiently, and create high-quality professional relationships with customers, the sales team, and other Pretium areas.

Role and Responsibilities:

1. Lead the customer order management coordinators team and respective customer groups, focusing on placing accurate customer purchase orders - finished goods, samples, product literature, etc. on Pretium's respective ERPs and manufacturing sites, always answering timely customer questions and updating them concerning the end-to-end customer order placing process (from the customer purchase order to the moment we ship and the customer receives, use and pays for the product).

2. Hire, manage open positions, and provide performance reviews to support team members with reaching their goals and KPI’s.

3. Provide coverage as needed to review and place customer purchase orders (quantity, unit net sales price $, customer, ship and bill to addresses, Incoterm, stock availability, shipment dates, etc.), ensuring the customer receives an accurate Pretium order confirmation.

4. Track daily finished goods stock-keeping units (SKUs) on backorder (inventory is not available or it was not shipped according to the original promise date), aiming at updating the customer and being proactive with the team.

5. Implement the customer order management strategy, assigning customer order management coordinators by customer group, and training and coaching them as needed.

6. Responsible for receiving and tracking non-conform claims as such (quality, logistics, pricing, and invoicing issues), as well as, return authorization and credit memos issuing.

7. Seemly balance customer order coordinators' workload, transferring customer groups from one team member to another as required.

8. Periodically (Target KPI quarterly) call the customer to confirm that the pre-selected customer purchase order was received according to the agreement and Improve Customer Experience Is there anything else that we could do to improve our services? What do you need from us?

9. Support selling items on promotions and slow or obsolete inventory.

10. Ensure safety policy and respective standard operating procedures (SOPs) are adhered to by the customer order management coordinators team.

How Will You Be Measured? Main KPIs - Key Performance Indicators:

1. Projects implemented according to scope, time, cost, and quality.

2. Customer On-Time and In-Full (OTIF)

3. Response Time to Customers and Sales Team

Qualifications and Education Requirements:

1. Bachelor’s degree in Business Administration. Other disciplines may be considered with 5 years of proven customer service experience.

2. Leadership experience managing customers and team members across multiple sites.

3. ERP experience, especially in IQMS, Oracle, and/or SAP, and business intelligence system knowledge like Microsoft Power BI, or Tableau are desired.

4. Experience in developing presentations and conveying complex information to diverse audiences.

5. Fluency in English and a second language as Spanish is a differentiator.

Leadership Competencies:

• Lead by example.
• Positive attitude and sense of urgency.
• Strategic thinker.
• Challenge the status quo, always striving for better solutions.
• Ability to plan, develop, and coordinate multiple projects.
• Excellent interpersonal and communication skills.
• Team Player

About Pretium Packaging:

Pretium Packaging is a leading full-service designer and manufacturer of rigid packaging solutions for specialized applications with small to mid-sized production volumes. Pretium offers a variety of sustainable packaging solutions with consistency, quality, and cost-effectiveness in mind. We listen to what our customers need, and then apply our expertise in the form of market insights, the latest bottle and closure technology, sustainable packaging options, unparalleled quality management, and outstanding customer service. Our customers know they can always count on Pretium to provide the kind of innovative packaging solutions that will enhance their products’ brand identity and enable them to meet their sustainable packaging objectives.

Our production facilities use the latest software, automation, and quality assurance protocols to deliver creative, cost-effective, and reliable products to our customers. From prototype development through production scale-up to consistent on-time delivery, we strive to exceed expectations at every turn. For our customer’s convenience, we maintain a deep inventory of popular molds and a wide selection of everyday stock container options that can significantly cut down on lead time to market. For more information please visit our website at Pretium Packaging | Manufacturer of Sustainable Rigid Packaging.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.