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Order Management Representative

Posted Date:  Sep 14, 2022
Requisition Number:  115167

Job Title                                                        Order Management Representative     

Department                                        Global Business Services

Job Location                                      Guadalajara

 

Summary

 

Represent The Hershey Company in a professional manner by maintaining and enhancing a positive business relationship with customers, sales representatives and brokers.

 

To provide leadership, internal accounting and process controls that ensure the timely and cost effective disposition of finished goods returns, transfers and donations from Customers.  This position will,

  • Develop the front-end decision process concerning disposition of return, transfer and donation requests, and develop effective and efficient process and reporting controls associated with the returns, transfers and donations process.
  • Coordinate finished goods request disposition, and closely coordinate activities with Field Sales, Brokers, Customer Service, GBS Accounting and Logistics. 
  • Meet all the metrics associated with the returns, transfers and donation process and ensure appropriate functions are executing procedures as defined. 
  • Responsibility for clearing, managing and daily reporting of all ReMarketing, returns, transfers and donation deductions Work with customers to resolve conflicts that result in deductions and identify non-compliance and the collection of denied customer deductions

 

Responsibilities:

 

Customer Returns, Transfers, Donations – Provide leadership, internal accounting and process controls that ensure the timely and cost effective disposition of finished goods returns, transfers, and donations from Customers.  Develop the front-end decision process concerning disposition of return requests, and develop effective and efficient process and reporting controls associated with the returns process.  Serve as the initial contact point for Customers and Field Sales/Broker personnel for requests to disposition finished goods in the field.  Individual will work closely with Field Sales, Brokers, Customer Service, OFP Accounting and Logistics in the disposition of distressed finished goods.  Develop necessary decision models to determine the most cost-effective method for handling return and/or distressed product requests.  Position requires a thorough understanding of the Billing, Return and Credit activities within the Order Fulfillment process, as well as a solid understanding of Supply Chain economics in rendering disposition decisions.  This individual will develop appropriate metrics associated with the returns process and ensure appropriate functions are executing procedures as defined.  Develop and execute reporting requirements.

 

Provide department representation for product recalls and execute in accordance with Company policies.

 

 

Reporting - 

 

(Customer Returns, Customer Transfers, and Customer Donations)

This positions provides analysis on insights and trends in support of key Operational Credit metrics. In addition, this position is responsible for daily reporting of Customer Return, Customer Transfer, Customer Donation Deductions and yearly SOX compliance. Provides reporting and analysis to the Sales Department in support of the Net Sales objective. Position requires attention to detail, a high level of initiative, ability to achieve results with accuracy and precision and ability to communicate effectively.  This position will be required to maintain adequate documentation in accordance with Company policy.

 

 

Minimum knowledge and skills

 

  • Demonstrates strong understanding of systems used in the Order Fulfillment process and interfaces between them (SAP, TM, etc.)
  • Working knowledge of all core SAP transactions for order management and inventory management
  • Knowledge of product line and material management concepts
  • Demonstrates working knowledge of customer operations
  • Ability to work collaboratively with internal and external customers
  • Excellent written and oral communication skills
  • Knowledge of invoicing process
  • Strong organizational skills
  • Knowledge of Sales and Broker organizations and Customer behaviors and expectations
  • Demonstrates strong analytical and basic math skills
  • Proficient in MS Office Applications
  • Strong ability to use analysis tools in order to communicate metrics and improve service levels
  • Working knowledge of Supply Chain concepts and processes
  • Ability to organize and lead meetings
  • Demonstrates effective teamwork skills
  • Personal Leadership – ability to design process steps and influence others to accomplish tasks across process and functional lines.
  • A thorough understanding of the Billing, Return and Credit activities within the Order Fulfillment process
  • Comprehensive understanding of Supply Chain economics in rendering disposition decisions
  • Decision making ability – Review data and input from others to determine a course of action and follow through on assigned tasks.
  • Ability to Prioritize Many Tasks and Decisions
  • Sound Business judgment

 

Education

 

BS/BA degree or equivalent work related experience

Experience

 

Minimum of three to five years with Order Management experience and returned finished goods process, working knowledge of SAP, Dispute Management System, BW, Excel, Access, and proven personal leadership, communication, analytical skills.

 

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