Senior Order Processing Manager

Job Locations US-North America
Job ID
2018-1921
Category
Customer Service

Company Overview

Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years.

Overview

The Senior Order Processing Manager is dedicated to supporting and improving the order process for Humanscale customers, dealers, sales and support team members. This position will be responsible to evaluate current staffing, performance, and processes to institute change that will better the customer experience as it relates to the Humanscale order process.

 

The Senior Order Processing Manager will establish clear performance metrics and bonus criteria for the Sales Support Coordinators.  The Senior Order Processing Manager will be responsible for continuous improvement in order entry and track efficiencies related to improvements.  The Senior Order Processing Manager will partner with their sales peers to ensure order processing updates and expectations are clearly communicated through the support and sales organizations.  This role is responsible for building strong cross-functional relationships in order to effectively address order entry concerns and exception requests.

Responsibilities

  • Manage all facets of the Humanscale order entry process.   
    • Responsible for all US and Canadian Commercial orders
      • Dealer
      • Direct
      • Retail
      • E-commerce
    • Track all order activity by day/week/month
    • Provide trending  reports for order processing daily/weekly/monthly
  • Own the customer experience throughout the order cycle
    • Ensure the Humanscale brand is reflected at each touchpoint of the order entry process
    • Handle order related questions/concerns/escalation
    • Propose improvements and efficiencies in the order entry process
    • Create customer feedback loop on order process (CSAT/NPS)
  • Be a catalyst for continuous improvement
    • Prevent future issues from arising by assessing trending issues and partnering with the SPM team to created or modify process to address at the root cause
    • Proactively suggest solutions based on past resolutions and experience
  • Manage the order processing team across the US and Canada
    • Manages department staff including training, staff development, performance appraisals and assignments. Monitors goals versus attainment and takes corrective action when necessary.
    • Create an accountable environment with clear performance targets and career path opportunities

 

 

Key Competencies:

 

  • Obsessed with the Humanscale customer experience
  • Excellent verbal and written communication skills
  • Quick learner and problem solver; able to seek out solutions autonomously
  • Able to decipher ambiguous situations and identify the proper path
  • Strong organizational and prioritization skills
  • Proven ability to partner with others to accomplish goals
  • Professional leader with ability to manage remote teams

    

Qualifications

EDUCATION AND EXPERIENCE:

Bachelor’s degree or equivalent experience

Sales and/or Customer Service experience

3-5 years’ experience managing direct reports

1-3 years’ experience managing remote team members

 

COMPUTER SKILLS:

Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle and Infor knowledge

 

 

 

Humanscale is an Equal Opportunity Employer.

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