Senior Manager, Order Management

at Phonak in Aurora, Illinois, United States

Job Description

Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.

Aurora (IL), United States

Senior Manager, Order Management

Senior Manager, Order Management
Purpose of role: Responsible for direct management of open order, national account and escalation team.
Our Offer to You:
Improving the quality of life of millions of people suffering from hearing loss
A challenging and motivating assignment as part of a dynamic team
Modern mindset and processes, accommodating flexible working conditions
Opportunities for further responsibilities and support for further training and development
Sonova's outstanding opportunities and career growth

Main Tasks and Responsibilities:

Provide guidance and development to direct reports, comprised of individual contributors and supervisors
Continual daily review and monitoring of open customer sales orders - current and past due to various technical and process related gaps, issues, and inconsistencies that impact customer requirements
Work cross-functionally on challenges such as inventory availability, shipping requirements and any other special handling of customer sales orders
Monitor and manage list of orders eligible for delivery to ensure deliveries occur
Review and manage short ship instances via system reports directly with the end customer and support existing customer support team with issue mitigating challenges
Continuous collaboration with Production and Transportation teams to ensure product availability within company guidelines for customer required dates of shipment
Recognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships
Apply critical thinking and advanced problem-solving skills in assessing inventory availability via system logic for confirmed and unconfirmed product to specific sales orders
Ability to switch between various fulfilment methods i.e., stocked inventory, 3rd party distribution center, cross-dock and drop-ship order and fulfilment processes
Handling of effective communication between internal teams and end-customers throughout the lifecycle of an order
Accurately determining various errors that are either systemic and/or non-systemic from order entry to shipment fulfilment to invoicing - matters such as but not limited to; incompletes, iDocs, order blocks and master data irregularities
Initiate account master updates in various including but not limited to; customer contacts, fulfilment variations such OTTR (On Time to Required), short ship with back-order and short ship with back-orders cancelled
Work with multiple internal departments to resolve issues while identifying root cause and propose recommended solution(s) to the leadership team
Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved
Extract, interpret and analyze open order reports in a concise and clear manner to present and discuss during leadership meetings
Identify patterns and trends on challenges being faced with sales order not advancing to fulfilment stages
Utilize all available resources to ensure accurate communication to customer
Effectively resolve product shortages through communication internally and externally
Maintain consistent documentation record of order information and notes in SAP
Update system to reflect order, product, and date changes
Acknowledge, research, and resolve customer requests in a timely and complete manner
Maintain updated documentation for all assigned customers' requirements
Escalate ongoing/significant issues impacting order fulfillment with appropriate urgency
Support Supervisors with training needs and monitoring of sales order volume
Assists and supports Customer Support Specialists, in troubleshooting orders... For full info follow application link.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.