Role Overview:
Manage a team responsible for order and logistics management processes. Understand processes, business metrics, and their impact on results, as well as industry benchmarks and best practices.
Ensure all Service Level Agreements (SLAs) are met while delivering high-quality service to the client. Drive continuous improvement initiatives. Promote teamwork, and provide coaching and feedback to a small to medium-sized team. Collaborate with other functions.
Be responsible for Service Delivery within the Order Management area (minimum 4+ years of experience required).
Demonstrate strong knowledge of processes and related systems to effectively perform responsibilities.
Set the vision, direction, and culture of the team by managing both individual and team performance expectations and goals.
Provide coaching, feedback sessions, performance evaluations, training, and mentoring to support employee growth and reduce attrition.
Manage staffing plans, quality initiatives, process improvements, and projects.
Own reporting and analysis, with a proven ability to drive results.
Ensure all client-related activities are performed according to Service Level Agreements.
Identify, document, and implement process improvement opportunities.
General Responsibilities and Accountabilities:
Manage teams of approximately 30–50 FTEs while handling complex transactions and delivering outputs in the following areas:
- Order intake from multiple sources
- Order modification or cancellation
- Delivery and shipment documentation
- Collaboration with load building, planning, and route optimization
- Document archiving and retrieval
