The Order Management Analyst (OMA) is a key role on our commercial team, focusing on customer service and issue resolution. The OMA is responsible for processing all customer orders, ensuring they are processed accurately and timely to meet our customer’s expectations. The OMA is the first point of contact for managing customer inquiries and request. The OMA is responsible for leading issue resolution related to product ordering and delivery to the customer. The OMA will work with all necessary organizations within Duracell (Physical Distribution, Sales, Planning, etc.) along with the third-party logistics provider and the customer to resolve any product related issues.
Monitor and process customer orders received through various platforms.
Process orders daily to execute delivery process to customers, which includes initial troubleshooting, error correction and changes to orders as needed.
Communicate any service interruptions and resolutions with Customers.
Manage order sizing and truck building on orders in line with Company and Customer policies.
Resolve delivery interruptions or issues with third party logistics team.
Partner with Supply Chain to proactively prevent Customer shorts (availability and substitution planning).
Partner with distribution team to manage unique business requirements for customers.
Monitor inbound/outbound electronic transmissions and partner with business experts to resolve electronic communication issues.
Adhere to internal control procedures when processing orders, credit, debits, etc.
Responsible for returns management form, customer initiated, until goods posting.
Primary contact for troubleshooting order-to-cash related deductions with Accounts Receivable team.
Partner with Sales Team on customer engagements as needed to aid improvement projects.
Identify key opportunities to reduce inefficiencies in order management and drive to resolution.
Provide proactive communication to 3PL partners on order issues or trends that could impact logistics operations (tender, pick/pack, ship).
OTC Projects: Manage special one-time order management projects for Customer service and cost improvements.
Ability to complete all order management tasks daily.
Demonstrated ability to organize daily schedule efficiently, prioritize, keeping documents and emails well organized and internal and external follow ups completed.
Excellent communication skills.
Ability to identify opportunities and directly drive improvements themselves and through help from others.
Ability to motivate internal and external partners where needed to help drive improvements.
College or University degree preferred.
Experience in Supply Chain/Order Management preferred.
Transportation knowledge preferred.
Strong collaboration and communication skills are required.
Proven track record of collaborating and working with a cross-functional organization.
ERP experience required; SAP experience preferred.
Strong ability to multi task, prioritize and meet deadlines.
Ability to travel within the U.S. 5-10% per year
Duracell is an Equal Employment Opportunity employer and is committed to providing a work environment that is free of discrimination against employees and applicants on the basis of any factor prohibited by applicable laws and regulations, including, but not limited to: race, color, creed, religion, sex, age, national origin, disability, sexual orientation, marital status, veteran status, military status, genetic information, citizenship status or any other factors prohibited by law.