Job Abstract

Let's Grow Together

Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it’s the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we’ll be “at your side” every step of the way.

The Manager, Order Management manages the day-to-day functions of the order management department that supports the following business divisions (but not limited to): BMG (Business Machine Group), HAD (Home Appliance Division), IPD (Industrial Products Division), GM (Gear Motors), OEM (Original Equipment Manufacturer). This role actively supports the team by overseeing order entry, order status, billing, product allocation, returns, adjustments and product availability as well as strategic management of all order management processes. The Manager, Order Management leads and mentors a team of order management team members ensuring high levels of performance and manages any staffing needs for business continuity. This role serves as the main point of contact for the team in terms of collaboration with both internal and external customers as well as collaborative partners. This position creates and develops process improvements, develops KPIs/metrics, and sets strategic goals for the Order Management Group. This role provides communication to senior and executive management as it relates to these areas.

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WHAT YOU’LL DO
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Order Management

• Manage and coordinate the day-to-day order processing as performed by staff; including order entry, order status, return authorization, billings, credits, order release, pricing, account maintenance/set up, allocation discrepancy resolution, customer service, sales support, warehouse and transportation communication and overall order fulfillment.
• Manage and fill-in any staffing coverage as needed for business continuity, including cross training plans to prepare back-up support.
• Support the team by assisting in problem solving and troubleshooting to ensure customers’ needs are being met and results are delivered.
• Monitor daily operations and serve as the main point of contact for customer escalations.
• Provide support to entire Order Management Group for failed deliveries, invoice/accounting errors, rush delivery requests, delivery cancellations, billing cancellations etc.
• Ensure high levels of customer satisfaction by maintaining accurate order processing and timely delivery.

Process Improvement

• Develop, establish and maintain new Standard Operating Procedures (SOP) and Order Process flows for the department and ensure they are up to date and readily available.
• Actively engage in continuous improvement (CI) activities and identify areas of improvement and/or automation in order to improve the customer experience as well as aid in optimized order processing.
• Partner with internal departments such as Sales, IT, Finance, and CI on special projects and as needed to resolve order-related issues.
• Support company and department goals by establishing measurable KPIs, metrics, goals for the team.
• Support department initiatives by communicating and encouraging team participation.
• Monitor order processing metrics and implement improvements to enhance efficiency and accuracy.

Reporting and Compliance

• Communicate department performance to senior/executive management by preparing reports and pertinent information as required.
• Establish and maintain KPI reporting and performance metrics on a regular basis.
• Ensure compliance to company JSOX requirements and work directly with internal teams to document process and controls related to compliance.
• Partner with Compliance team on order management impact to violations and serve as order management contact for routing guide review and feedback.

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ABOUT OUR IDEAL CANDIDATE
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Education

• Bachelor's Degree (or equivalent experience) in Business Administration, Supply Chain Management, or related field.

Experience

• Minimum 7 years in a management role within a customer service-like and/or order management type environment supervising several direct reports and workflows.

Software/Technical Skills

• SAP - (OMS) Order Management Services Module (Preferred)
• Celonis or other Process Mining Software (Preferred)
• Visio or other FlowChart/Diagramming Software (Preferred)
• Five9, Ring Central or other call distribution software (Preferred)

Other Skills, Knowledge, & Abilities

• Ability to multi-task and work in a fast-paced environment
• Ability to have a hands-on approach.
• Strong attention to detail and follow-up.
• Highly motivated self-starter with a process driven approach.
• Critical thinker with strong comprehension and retention skills.
• Strong commitment to customer satisfaction and continuous improvement.
• Excellent verbal and written communications skills with the ability to partner with all levels of the business .
• Ability to work collaboratively across departments and with external partners.
• Strong leadership and team management skills.

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ADDITIONAL DETAILS FOR THIS ROLE
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This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers.  #LI-Hybrid

• The salary (or hiring) range for this position is $95,000 - $108,000 per year.
• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data.
• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives.
• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/

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WHAT WE OFFER OUR EMPLOYEES
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At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

• Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication
• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match
• Professional Development: We're committed to helping you grow in your career with opportunities for training and development
• Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance
• Employee Engagement: Join a team that values your contributions and celebrates success together

Learn more about our benefits: https://careers.brother-usa.com/benefits

Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.