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|Job Category :
|Customer Order Management Services I
|Eden Prairie, MN
|Job Description :
The Customer Order Management (COM) team serves as a central point of contact for both our customers and internal departments in support of order management and services. We are responsible for receiving, coordinating, and facilitating order management and customer retail services. The Customer Order Management Services Level I associate works in close coordination with internal departments to ensure proper processing and handling of services provided for the customer. This position is tasked with ensuring that order placement is accurate and consistent through an optimal and efficient operating model. Leveraging knowledge of technology both hardware and software products, this role is responsible to provide first class customer service via emails and telephone, assisting with any ad-hoc customer requests.
Manage customer orders in line with the guidelines received from customers, sales, supply chain and Operations in an accurate and timely manner.
Follow system procedures to capture customer orders on the systems and undertake sufficient process and controls to manage risk.
Communicate with customers on order related activities to deliver high service levels
Manage the resolution of day-to-day operational issues or errors and resolve anomalies to ensure high-level of customer service and accurate transactions.
Work collaboratively with peers to share best practice, creating an awareness of issues throughout the department.
Use appropriate systems and tools to ensure orders are processed timely and accurately
Triage orders exceptions to resolve prior to processing orders through the DC. Manage late order and add-ons by setting up additional order waves in the systems
Represent the team, department in a professional manner, understanding and anticipating the business needs, developing good working relationships with all internal and external parties
Track special orders (future ship date orders) while consistently monitoring product availability and ship dates of deliveries.
Manage communication with Sales, Procurement, and the Customer regarding ship date changes due.
Remain in compliance with established performance metrics that support the optimal UNFI customer experience.
Provide Tier I technical helpdesk support to customers who require help with technical products or services.
Help inbound callers in a fast-paced, high-volume, and sometimes stressful environment
Engage with callers to actively listen, analyze, and isolate technical issues, including hardware or software related support.
Multi-task in systems while providing step-by-step instructions to inbound callers
Perform additional relevant job duties as required.
PHYSICAL ENVIRONMENT/ DEMANDS:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. – M/F/Veteran/Disability. VEVRAA Federal Contractor.
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