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Order Management Representative

Posted Date:  Feb 11, 2024
Requisition Number:  120988



Position Title:  Order Management Representative


Position Location:  Hershey, PA




Position Summary

The Order Management Representative is responsible for the order management process from receipt of purchase order through invoicing and delivery.  This individual provides quality service to customers and internal stakeholders, while proactively engaging in continuous improvement activities related to metrics and process improvements.



Order to Cash

  • Manage order-to-invoice cycle for sales orders including order entry, managing EDI workflow and blocks, maximizing truck capacity, and delivering service metrics
  • Confirm accuracy of information on customer purchase orders, including pricing, products, and freight terms
  • Coordinate with Supply and Demand Planning for material availability
  • Track and trace customer orders with third party transportation providers
  • Ensure timely resolution of escalated issues on behalf of the customer



  • Develop and maintain relationships with customers, transportation providers and internal stakeholders and foster collaboration to serve customer needs
  • Coordinate the resolution and response to internal and external inquiries and engage functional owners when needed


Continuous Improvement/Metrics

  • Identify, assist, and/or lead process improvement projects within the department
  • Support efforts to identify opportunities to improve efficiency and increase value-added activities
  • Assist in the generation and evaluation of KPIs with respect to case fill, OTD, and other identified metrics and develop corrective actions as necessary


Team Activities/Special Projects

  • Back-up and support team members during absences and/or heavy volume times
  • Lead training and mentoring of new team members
  • Work with SAP implementation teams on new installations and upgrades
  • Serve on department and cross-functional task and project teams


Knowledge, Skills, and Abilities

Behavioral Competencies

  • Strong focus on achieving goals and metrics, driving results and collaborating with the team
  • Ability to communicate and collaborate effectively with customers and internal stakeholders
  • Demonstrated customer service excellence including sensitive communication skills in identifying, trouble shooting and resolving issues in a timely manner
  • Ability to prioritize tasks in a high volume and dynamic environment with focused attention to detail, accuracy, and quality
  • Proven continuous improvement mindset, always looking for system, process & communication improvements
  • Continuous learning and continuous improvement mindset
  • Ability to work effectively with minimal supervision as well as contribute to team goals and projects


Technical Competencies

  • Strong analytical skills
  • Entry level SAP or ERP skills preferred
  • Knowledge of Order to Cash processes preferred
  • Proficient in Microsoft Office (Word, Excel and Outlook)



  • Bachelor’s degree required
  • Prior experience in order management, logistics or related field preferred


Preferred Qualifications

  • Power BI and Advanced Excel





Nearest Major Market: Harrisburg

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