Position Overview: The OrderServices Manager is responsible for the overall management of the daily operations of the AAL/Kim brands' order administration department to meet the demands of external and internal customers. The Order Administration department is generally subdivided into the Order Entry & Customer Service groups. Departmental functions comprise a critical interface between Hubbell Lightings network of independentCommercialandIndustrialsales representatives and AAL/Kim Operations. These functions begin with order entry (with promptness and accuracy as key metrics) and such customer service activities as order status notification and expediting.
Order Administration works with the Planners of the AAL/Kim Production Control department in the assignment of order shipment dates assure swift fulfillment for the customer and optimal plant capacity loading for the company. Although the primary interface is with Sales, Production Control, and Sustaining Engineering, the AAL/Kim Lighting OrderServices Manager interfaces extensively with multiple departments within the AAL and Kim Lighting Brands also including Shipping/Traffic, Marketing, Product Management, Quotations, and Administration as well as within the Hubbell Lighting organization including Sales and HLI Marketing Services. The AAL/Kim Order Administration department consists of an Assistant Order Administration Manager and three regional teams (West, Central and East), each consisting of a Customer Service Supervisor (Team Leader), one Customer Service Representative, and two Order Editors. One Returns Clerk, one Technical Support Representative and the Receptionist/Assistant also report to the AAL/Kim Order Services Manager.
Responsibilities: Supervises and directs the daily activities of the Order Administration Department to ensure timely and accurate entry of new orders, changes (as required) to existing orders, and achievement of customer needs. Directs or participates in the management of programs, processes, systems and procedures as necessary to meet changing requirements and to process with optimal efficiency. Plans and schedules the work flow within the department. Implements pro-active cross training programs to assure resilient flexibility to accommodate seasonal and economic fluctuations in manpower demand.
Directs the department in its frequent interface with the Sales and Engineering departments in the fulfillment of orders that include Engineered-To-Order (ETO) products. Partners with the Traffic/Shipping department in the fulfillment of the unique requirements of foreign orders. Manages the AAL/Kim Technical Services function (direct report) for responsiveness and accuracy. Directs departmental personnel and in the expediting of key and/or past due orders in effort to meet customer requirements and participates in the escalation chain.
Collaborates with the Production Control Manager to establish order fulfillment priority as necessary for past due Made-To-Order (MTO) items and back ordered stock items. Periodically directs the department in the review, clarification and expediting of intercompany orders for sister companies. Works proactively with peer managers in the (Greenville, SC) HLI Information Technology and Marketing Services departments to optimize order management systems and procedures and address problems on an as-needed basis. Proactively identifies and implements programs and activities to enhance the efficient and accurate transmission of orders from the independent HLI sales representatives to the AAL/Kim Order Entry group.
Such activity involves the implementation and maintenance of various metrics as well as partnership activities with AAL, Kim, and HLI Sales Management, Marketing and other entities to drive aggressive corrective action. Champions communications within City of Industry as well as to the HLI sales force and the HLI Sales Representatives as necessary to inform relative to pertinent issues including system outages, changes in AAL and Kim production calendar, major stock-out issues, etc. Reinforces internal communication of major projects that require additional coordination. Directs the department in the maintenance of order records.
Directs departmental participation in the bootleg order notification process as required. Directs departmental participation in the back-end elements of the specification credit tracking process. The Order Administration Manager is expected to take a pro-active approach to continually upgrading the systems, procedures, practices and policies relating to the order management process for AAL and Kim. Maintains various up-to-date reporting as required, including all critical service metrics.
Performs varied duties (including but not limited to the above accountabilities) involved in the operation of company, brand and departmental programs, projects and activities characterized by a confidential nature and/or requiring the use of discretion, judgment, tact and knowledge of applicable operations and personnel. Education and Work Experience Required: College degree required. Bachelors Degree in Business preferred. Fifteen years of applicable experience in applicable management may act in lieu of a college degree.
Five or more years experience in order administration and/or customer service management. Note that call center experience is not considered relevant to the requirements of this position. This experience must include at least three years experience with such ERP systems as SAP, Oracle, JD Powers, or People-Soft required. SAP experience a strong plus.
Three or more years experience in the lighting industry preferred. Experience with outdoor lighting luminaires a strong plus. General working understanding of the lighting industry (relationship between manufacturer, agent, distributor, contractor, specifier and owner) a strong plus. This position involves extensive interpersonal interface with agents and sales managers and requires a high degree of interpersonal and management skill.
At least three years of experience involving extensive interpersonal relations is required. Current knowledge of modern and historical High Intensity Discharge, Compact Fluorescent and LED lighting components, technologies, materials and methods a strong plus. Strong working knowledge of, experience with and proficiency in office computer systems and windows-based software (including word processing, spreadsheets, databases, personal information managers, presentation programs, Internet browsing and e-mail) required. Expert level Excel capability/experience required.
Additional Requirements: Strong interpersonal communications and organizational skills are a must. Must have the capability to develop and draw upon a least an intermediate level of technical knowledge relating to the AAL and Kim product lines in the execution of his/her duties. The ability to develop this technical familiarity requires a detail-minded approach is needed. Must be a conscientious self-starter who enjoys and exhibits pride in his/her work.
Must be highly self-directed and actively seek challenges resulting in the betterment of the Department, Brand and Company. The ability to collaborate in partnership with individuals in other disciplines is a must. Must possess the ability to motivate people and facilitate interdepartmental and interpersonal cooperation and positive cultural change. This requires strong interpersonal, communication and organization skills, a high degree of enthusiasm, an extremely positive attitude and a strong vision for excellence.
Must have the ability to quickly learn new things and implement them into the execution of his/her responsibilities. He/she must have a practical command of customary and professional office etiquette and protocol as gained through experience in related positions. Honesty, integrity, open-mindedness, an enjoyment of working with others and a positive mental attitude are critical qualities. Travel requirements are rare and infrequent.
Additional Information: Attendance: Standard Company hours 7am-4pm, Monday through Friday. Hours for this position will often extend beyond normal eight-hour work week due to travel requirements, training, trade shows, etc.. Environment: Air conditioned office with fluorescent office lighting. Personal Protective Equipment: Company-provided safety glasses for periodic trips into the factory.
Job Task Specifics: Regularly sits, stands, walks and climbs stairs. Regularly opens and closes (push-pull) fully loaded file drawers (10 lbs.). Periodically lifts and carries files, brochures, books, purchased items, etc. weighing up to 15 lbs.
over a distance of 100 yards, which may include climbing stairs. Travel: Typically <10%. EEO AA: M/F/D/V *MON
Nationjob.com - 2 years ago
Hubbell Incorporated is an international manufacturer of quality electrical and electronic products for a broad range of non-residential and...