Order Management associate 1The Hershey Company

Location: Manila, Metro Manila, Philippines
Summary:
Manage customer orders from time of receipt through invoicing for strategic and state customer accounts. Represent The Hershey Company in a professional manner by maintaining and enhancing a positive business relationship with customers, sales representatives and brokers. Respond in a timely and effective manner to customer inquiries. Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations. Represents Customer Service on Promotional and Operational Task Teams. Assists in the mentoring and training of new team members. Participates in customer meetings.
Major Duties and Responsibilities:
Order Management
Manage order-to-invoice cycle for customer orders utilizing SAP system for strategic and state customer accounts.
Enter phone and fax orders in a timely manner, manage incoming EDI and E-Mail orders, and review and clear orders from EDI workflow, blocked status and incomplete status in accordance with policy.
Ensure timely release of orders held for credit review in accordance with policy.
Ensure accuracy of appropriate promotions and pricing and confirm material availability while considering version substitution opportunities.
Request promotion variances whenever appropriate to gain approval for shipment outside a promotional window.
Collaboration with Cross Functional Teams
Communicate across Order Fulfillment Process to ensure Customers' needs are met.
Proactively communicate with Supply Team regarding significant inventory availability issues.
Build and maintain effective relationships with Customers, Sales Personnel and Brokers.
Communicate in a positive manner with all groups to ensure positive win-win relationships.
Work in close coordination with Customer Accounting Services personnel in support of deduction avoidance and expedient resolution of open deductions.
Work closely with Transportation Management personnel to ensure on-time delivery of customer orders.
Issue Resolution
Proactively identify ongoing issues and address root causes. Proactively seeks business growth opportunities and cost savings measures.
Work with Supply personnel to resolve specific inventory availability issues with specific customer orders.
Provide high degree of one-stop-shopping for Customers, Sales Personnel and Brokers by acting as the sole contact for a wide variety of issues, work with appropriate Order Fulfillment personnel to reach resolution, and respond with resolution in a timely manner while respecting the relationship between the Buyer, Sales Representative and Broker.
Take advantage of resourcing, stop-off combinations, and delivery appointment opportunities to resolve daily operational issues.
Proactively communicate service-related issues including product availability, pricing and promotions and demonstrate an understanding of the customer's business.
Customer Service and Data Maintenance:
Ensure effective team coverage and overall customer service.
Answer incoming phone calls and respond to customer inquiries in a timely manner and in accordance with standards and policy.
Maintain accurate customer profiles to ensure customer's unique needs are documented and available to all team members.
Ensure that relevant system (SAP, TM, etc) profile information is up to date to ensure delivery of expected services.
Ad Hoc
Provide backup support to team members away from the office.
Assist in the completion of any other daily team responsibilities or special projects.
Assist in the mentoring and training of new team members.
Represents Customer Service on Task Teams.
Participates in cross-functional task teams focused on seasonal programs, new product launches, other promotional programs, etc.
Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:
Understanding of The Hershey Company's customer base and classes of trade
Understanding of the Order Fulfillment process and hand-offs
Understanding of systems used in the Order Fulfillment process and interfaces between them (SAP, TM, PlanEx, etc.)
Working knowledge of all core SAP transactions for order management
Knowledge of product line and material management concepts
Working knowledge of customer operations
Capable of developing good business rapport with customers
Excellent written and oral communication skills
Knowledge of invoicing process
Strong organizational skills
Knowledge of Sales and Broker organizations
Strong analytical and basic math skills
Proficient in MS Office Applications
Knowledge of SAP Reports for Order Management
Ability to use analysis tools in order to communicate metrics and improve service levels
Working knowledge of transportation and warehousing concepts
Effective leadership skills
Strong teamwork skills
Education/Experience:
BS/BA degree or equivalent education/experience
Minimum 5 year's experience in Order Fullfilment, Supply Chain, Logistics, or related field.
Must have experience in end to end order fulfillment (from receipt of Purchase Order to Delivery)
Must have experience in closely collaborating with different cross functional teams to ensure on time and in full delivery of goods.
Must have strong exposure/understanding of Stocks Availability and Shelf Life management.
Must have very strong verbal and written English Communication skills. Has the ability to lead high level fruitful discussions with internal and external stakeholders related to order fulfillment & supply chain management.
Very strong preference given to candidates with experience in container utilization planning.
Very strong preference given to candidates with planning experience.
MUST BE WILLING TO WORK ON A NIGHT SHIFT (8PM - 5AM)
The Hershey Company

Manila City, Metro Manila
Permanent
Full-time