Order Management Associate II

Work Setup: Hybrid (twice a week onsite)

Location: Makati, Metro Manila, Philippines

Summary:

The Order Management Associate II will manage customer orders from time of receipt through invoicing. Work with OMA 1 in addressing business issues ensuring all processes are fully documented and followed. Represent Hershey Foods in a professional manner by maintaining and enhancing a positive business relationship with customers, business managers/ business unit, brokers and etc.  Respond in a timely and effective manner to customer inquiries and provide sound business resolution to issue raised. Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations. Assists in the mentoring and training of new team members. Organizes and participates in customer meetings and ensure agreed Key Performance Indicator/ Metrics/ Service Level Agreements are met.

Major Duties/Responsibilities:

Business Operational/ Supporting Process and Documentation/ Issue Resolution (25%)

• Process and Documentation
  • Includes mapping of processes and sub-processes down to activity level
  • Ensure that all order related processes are covered with policies procedures and system manual flow.
  • In addition, it is also expected from the Order Management Associate II to ensure all audit recommendation policies and procedures related to orders management are properly documented per agreed timeline.

• Business Issue Resolution
  • Analyzes and provides resolution to discrepancies on order related transactions that will hamper creation or generation of proper document/ output on time (includes Customer Maintenance, Price Maintenance, Material Maintenance, Goods Receipt, Post Goods Issue, Delivery Note, Proforma-Invoice, Commercial Invoice, and etc.).  
  • Review and coordinate customer claims on damaged and shorted goods, as well as overages on goods delivered.
  • Proactively identify ongoing issues and address root cause.
  • Ensure resolutions are properly documented and controls are in place to eliminate same scenario to happen again.
  • Resolution documentation should be cascaded to all concerned department, OMAs, and Data Maintenance Analyst.

Order Management (30%)

• Manage order-to-invoice cycle for customer orders utilizing SAP system for general and Regional Customer Satisfaction Program Accounts.  
• Enter phone and fax orders; manage incoming EDI and E-Mail orders, and review and clear orders from EDI workflow, blocked status and incomplete status in accordance with policy.  
• Ensure timely release of orders held for credit review in accordance with policy.  
• Ensure accuracy of appropriate promotions and pricing, and confirm material availability while considering version substitution opportunities.  
• Proactively identify ongoing order issues and address root causes.
• Ensure that relevant system (SAP, Transportation Management, Citrix, and etc) profile information is up-to-date to ensure delivery of expected services.
• Take advantage of resourcing, stop-off combinations, and delivery appointment opportunities and to resolve daily operational issues.  
•  Request promotion variances whenever appropriate to gain approval for shipment outside a promotional window.

Customer Relationship Management - Internal and External (20%)

• Account Management
  • Build and maintain effective relationships with Customers and Business Managers/ Business Unit.
  • Provide high degree of one-stop-shopping for Customers and Business Managers/ Business Unit by acting as the sole contact for a wide variety of order and logistic related issues.
  • Work with appropriate Order Fulfillment personnel to reach resolution, and respond with resolution in a timely manner while respecting the relationship between Customer and Business Manager.

• Communication and Collaboration
  • Closely coordinate with Customer, Business Managers/ Business Unit, Warehouse Group, Transportation Group, Forwarder, Broker, Buyer, Credit Analyst, and etc.
  • Communicate in a positive manner with all groups to ensure positive win-win relationships.
  • Proactively communicate service-related issues including product availability, production delay, shipment delay, shipping document delay, shipment schedule are properly communicated.
  • Answer incoming phone calls and respond to customer inquiries in a timely manner and in accordance with standards and policy.
  • Communicate across Order Fulfillment Process to ensure Customers’ needs are met.
  • Communicate closely with Logistics Operations Representatives and Transportation Management personnel to ensure on-time delivery of customer orders.
  • Proactively communicate with Material Control regarding significant inventory availability issues.  Work with Material Control personnel to resolve specific inventory availability issues with specific customer orders.
  • Responsible for timely updates, reporting to customers, identifying issues, analyzing issue root causes and leading the resolution of those issues.
  • Work in close coordination with Customer Accounting Services personnel in support of deduction avoidance and expedient resolution of open deductions.

• Customer Profile/ S&OP database/ Record Management
  • Maintain accurate and up-to-date customer profiles to ensure customer’s unique needs are documented and available to all team members.
  • Ensure all order related record/ files are properly filed and archive.

Key Performance Indicator/ Metrics/ Service Level Agreement/ Process Improvement Management (15%)

• Shall ensure that set KPIs/ Metrics/ SLAs are met and reported on a timely manner.
• The Order Management Associate II in alignment with his/her immediate supervisor is also responsible in carrying out identified key points to improve processes within the role.

Internal/ External/ Sarbanes Oxley Audit Support (10%)

• Responsible in providing support to Internal, External, and Sarbanes-Oxley audit and test.
• Provide relevant requirements and/or documents to carry out the audit on orders related transactions.
• Carry out, implement, and document process on the identified audit recommendation. 

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:

• With 2-3 years working knowledge and profanely on core SAP transactions including Order-to-Cash Management, Customer Master Maintenance, Credit Management, Pricing Master Maintenance, Material Master Maintenance, SAP standard reports both FI and SD Modules, and etc
• Understanding of systems used in the Order Fulfillment process and interfaces between them (SAP, Transportation Management, Siebel, Manugistics, etc.)
• Knowledge of transportation and warehousing concepts; forwarder and broker organization.
• Proficient in MS Office Applications (word, excel, PowerPoint, Visio, access, project, and etc.)
• Excellent Customer Service skills including Interpersonal Communication Skills, Relationship Management, Collaboration Skills, and Teamwork Skills
• With Order to Cash Process Knowledge, Understanding of Related Transactions, Policies and Guidelines and Performance Measurements.
• Excellent oral and written communication skills
• Attention to detail, strong analytical and problem solving skills
• Ability to use analysis tools in order to communicate metrics and improve service levels
• Adaptive to fast and continuous change
• Ability to organize and lead meetings
• Ability to prioritize many tasks
• Professional and trustworthy
• Can work independently

Minimum Education and Experience Requirements:

Education: Bachelor’s Degree required, in any relevant field

Experience:

• Must have at least 2-3 years of Order Management or any relevant experience
• Must be proficient in using in any system: SAP, Oracle, and the like
• Someone knowledgeable in S4 Hana is highly preferred
• Background in any relevant field but keen on Order-to-Cash Management experience, Customer Service a plus
• Ability to work independently and take responsibility for deliverables
• Strong work ethic, maturity in handling work
• Demonstrates a sense of urgency in meeting deadlines
• Amenable to a mid shift from 1:00 pm to 10:00 pm