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Order Management Specialist - Logistics

November 24 2021
Industries Food, Catering, Beverage
Categories Executive, Trades, Technicians, Construction, Transport, Logistics, Supply Chain, Purchasing, Transportation, Logistic
Guelph, ON

The purpose of the Order Management Associate will be the functional expert, and as such be responsible for achieving excellence in customer satisfaction through accurate and efficient order management. This role is directly responsible for the administration and maintenance of all regional based customers, to ensure orders, deliveries/logistics conform to the Royal Canin policies and processes. This role will be the liaison between customers and all stakeholders within Royal Canin including finance and all functions within Supply Chain including planning, CPFR and distribution//logistics. This role is integral to smooth scheduling efficiencies supporting LCC costs and timeliness of Orders to shipment, while adhering to QMP. Directly supports reverse logistics & compliance associate.

What are we looking for?

  • Bachelor’s degree or 3-4 years of experience in Customer Service or Logistics
  • 3+ years experience in customer service / order management / logistics and or other operational area.

    Previous experience in supply chain an asset

    Relevant industry experience essential, Pet Nutrition industry is an asset but not required

    Excellent interpersonal skills and ability to work in a cross-functional environment

    Strong skills in organizing work flow and materials and excellent time management skills

    Able to view problems in a positive way and propose solutions (C.I) to streamline operations

    Excellent to advanced skills with proficiency in WMS systems and Microsoft Navision

    Excellent to advanced skills with proficiency in Freight Scheduling software

    Strong skills/experience with Quality Management Processes, Process Mapping & SOP Build

What will be your key responsibilities?

  • Responsible for the day-to-day execution of the order to cash process. This includes, but is not limited to processing orders, scheduling freight, apply appropriate Perfect Order reason codes, manage and resolve order exceptions/issues and to ultimately build effective relationships

    Execution of customer orders should be in a timely and efficient manner and in compliance with Royal Canin’s practices to facilitate superior and on time and in full delivery – including managing /updating all QMP process maps/SOP’s

    Serve as the point of contact for all assigned customers, exercising superior interpersonal skills inclusive of listening, empathy and persistence with regards to the customer relationship to achieve excellence in customer satisfaction.

    Support our Quality Management Practices, to report, communicate and adhere to our policies, process maps and standard operating procedures.

    Work with 3PL warehouses to represent Royal Canin and ensure the highest quality of service to our customer. Responsible for communicating logistics situations that are customer impacting to all stakeholders.

    Align and aim for improvements with the assigned metrics and QMP compliance programs and drive continuous improvement on performance against goals. Identify potential risks and opportunities for improvements.

    Collaborate with other departments to drive proactive solutions and escalations to potential order conflicts such as delivery, shipping delays, pricing errors, invoicing errors, out of stock situations to ensure customer orders and delivery, while providing timely responses and communication to the customer.

    Work closely with sales, planning and supply to effectively communicate customer orders and pipeline demand against forecast to proactively identify potential shortages that impact customer fulfillment via CMOS (JTM)

    Display agility and resourcefulness in the face of change to delivery business objectives while meeting applicable deadlines and providing outstanding customer service to both internal and external customers.

    Become the functional expert for order management processes and procedures. Support all training as needed.

    Work on a variety of assigned special projects as needed

    Actively participate in Associate Engagement by achieving performance goals with respect to company requirements, and contribute to the company’s culture through participation.

    Attend and participate in period/weekly team meetings, individual 1:1 and performance meetings.

    Adhere to applicable Quality and Food Safety Policies and Quality Management System requirements to ensure compliance to MARS standards.

    Demonstrate a quality culture in actions, words and spirit

    Other duties as assigned

    The Job entails cross-functional interaction between Sales, SC Planning and Distributor to continuously improve our processes and KPI’s.

What can you expect from Mars?

  • Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
  • Best-in-class learning and development support from day one, including access to our in-house Mars University.
  • An industry competitive salary and benefits package, including company bonus.

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