Manager Customer Service, Order Entry Operations
- Employer
- Houghton Mifflin Harcourt
- Location
- 32819, Orlando
- Salary
- Based on experience
- Posted
- Jun 26, 2015
- Closes
- Jul 20, 2015
- Ref
- 8516
- Industry
- Education, Technology
- Category
- Communications, Customer Service, Operations
This position is accountable for the Order Entry Operation functions, directing and coordinating activities of departments concerned with the entry of orders through to cash in hand. The Manager will review financial statements and performance data to measure productivity and goal achievement and determine areas needing cost reduction and program or process improvement. The Manager will determine workload, backlog and formulate solutions and will be required to build and develop high performance teams.
Additionally, the Manager will determine staffing requirements, interview, hire, train new employees, or oversee those processes and develop, coach, counsel existing staff members. This Manager will foster excellent customer relations, both internal and external and will monitor businesses and or vendor/agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits. This Manager will participate in HMH’s financial and budget activities to operate their area of responsibility, looking for ways to increase efficiency.
Knowledge of SAP and all interfacing systems as well as downstream processes is required and the manager must be able to run and analyze reports including SAP queries, phone management queries, utilize service observance tools, as well as departmental productivity and metrics reports and react accordingly if additional training or performance issues are identified.
PRIMARY ACCOUNTABILITIES:
- Project a positive company image; adhere to department and operational standards and objectives; insure positive customer satisfaction results.
- Manages and oversees the department processes including sales quotations, orders, credits, adjustments, returns, etc. in SAP.
- Communicates and escalates as necessary any backlog work items, works across supply chain and other departments for resolution to customer issues.
- Thoroughly understands the system interfaces to and from SAP as well as the downstream processes.
- Responsible for thorough knowledge of all department operations.
- Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions.
- Recommends process improvements, documents and presents those improvements, oversee testing of all new system functionality impacting the department.
- Reviews and analyzes reporting including productivity, accuracy rates, order and billing blocks, warehouse rejections, back-orders for large customers, and incomplete orders and billing documents and all reports pertaining to Sarbanes Oxley compliance.
- Reviews financial transactions monthly for adherence to key controls and audit guidelines.
- Manages, analyzes and evaluates workload, team issues, concerns, and recommendations.
- Interviews and hires regular and temporary employees.
- Responsible for coaching/developing direct reports, evaluation of employees and reports, workflow and backlog reports, productivity estimates to Senior Management.
- Manages schedules, vacation calendars, and departmental training.
- Review expenses and cost center budget and forecasts.
Job Requirements
SKILLS/COMPETENCIES:
- Critical Thinking & thought leadership, Identifying solutions and ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Exhibit good leadership skills and provide an example for the rest of the department
- Exhibit good attendance, punctuality & time management
- Motivating, developing, and directing people as they work, identifying the best people for the job
- Strong oral and written communication skills Strong analytical and organizational skills Ability to prioritize workload
- Take initiative
- Adapt easily to new work processes and changes
- Be able to maintain confidentiality
- Be available to assist staff and answer questions and inquiries both internally and externally
- Be flexible; may be required to work considerable extended hours
- Thorough working knowledge of various software packages including, SAP, Excel and Word
Physical Requirements:
• Might be in a stationary position for a considerable time (sitting and/or standing).
• The person in this position needs to move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
EDUCATION & EXPERIENCE:
Required: BS/BA Degree or equivalent, previous managerial experience leading groups/teams
Preferred: Management experience in a customer service supply chain environment
ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
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PLEASE NOTE: Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.
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