长沙招聘

职位描述：
Manage customer orders from time of receipt through invoicing. Represent Hershey Foods in a professional manner by maintaining and enhancing a positive business relationship with customers, business managers/ business unit, and brokers. Respond in a timely and effective manner to customer inquiries and concerns. Interact with other personnel within the Order Fulfillment process to assure that orders are delivered to meet customer expectations. Ensure agreed Key Performance Indicator/ Metrics/ Service Level Agreements are met.
Major Duties/Responsibilities:
1. 50% Order Management:
* 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.
2. 20% Customer Relationship Management (Internal and External):
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.
3. 10% Key Performance Indicator/ Metrics/ Service Level Agreement/ Process Improvement Management:
* Shall ensure that set KPIs/ Metrics/ SLAs are met and reported on a timely manner.
* Order Management Associate I in alignment with his/her immediate supervisor is also responsible in carrying out identified key points to improve processes within the role.
4. 10% 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/ file are properly filed and archive.
5. 10% Internal/ External/ Sarbanes Oxley Audit Support:
* 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 and implement identify audit recommendation.
Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:
？ With 2-3 years working expericance in customer service function.Knowledge and proficency 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 Order Fulfillment process and interfaces between them(SAP,transportation management, 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
？ Some Order to Cash Process Knowledge, Understanding of Related Transactions, Policies and Guidelines and Performance Measurements.
？ Good at Oral and Written Communication Skills in English and Mandarin.
？ Attention to Detail and Analytical
？ Adaptive to Fast and Continuous Change
？ Ability to Prioritize Many Tasks
？ Professional and trustworthy
？ Can work independently
Competencies: Describe the competencies of the position

Team Approach

Initiates and fosters open dialogue across the organization; integrates individual, group, and organizational goals; collaborates with others to increase opportunities for success; focuses the team on ensuring, enhancing, and exceeding customer expectations; forms alliances and coalitions across functional areas; recognizes the interdependence of team members throughout the organization.

Customer Focused and Results Oriented

Understands issues from the customers’ perspective; considers the impact of decisions, processes, services on the customer; demonstrates passion for providing excellent customer service; treats customers with respect and care and uses a variety of approaches to identify customer needs; conveys a sense of urgency to get things done; ensures that there are necessary resources available for resolution of escalated customer issues; monitors the quality resolution of customer issues.

Problem Solving

Detailed oriented; uses rigorous logic and methods to solve difficult problems with effective solutions; effectively researches and probes all sources for answers; can see/recognize hidden problems and look beyond the obvious.

Learning

Learns from personal successes and failures and those of others and applies learning to new situations; learns quickly when facing new problems; versatile and experiments to try to find solutions; open to change; enjoys the challenge of an unfamiliar task.

Listening and Interpersonal Skills

Practices attentive and active listening and has the patience to hear people out; can accurately restate the views of others even when he/she personally disagrees; relates well to all kinds of people, up, down, and across the internal organization and externally; builds rapport quickly; develops constructive and effective relationships; uses diplomacy and tact; can diffuse high-tension situations comfortably.


Minimum Education and Experience Requirements: Be specific with regard to years of experience, special training, applicable degree (or critical college level courses), as well as equivalency to education and experience.

Education: BS/BA degree or equivalent education/experience.
Experience: Minimum 3 years Customer Service, Order Management, Logistics and Supply Chain experience

好时公司，总部位于美国宾夕法尼亚州好时镇，是全球糖果业的领军者，致力于以其优质的巧克力、糖果、薄荷糖和其他美味零食为世界带来美好，并因此驰名世界。好时在全球有近21,000名员工，每天都给消费者带来高品质的美味产品。公司拥有的超过80个品牌，其标志性品牌包括好时（HERSHEY’S）、锐滋（REESE’S）、好时之吻KISSES巧克力（HERSHEY’S KISSES）、沁动爽口糖（ICE BREAKERS）和贝客诗（BROOKSIDE）。好时公司专注于在关键国际市场上实现业务增长，并在北美继续保持竞争优势。此外，好时公司在中国计划扩展巧克力以外的其他巧克力口味的品类，除了巧克力， 好时已经在中国上市了饼干， 月饼以及线下连锁甜品店等新业务。好时相信，我们能不断的为消费者点亮他们最甜蜜的一刻。

在好时，美好一直都不仅仅意味着提供美味的产品。120年来，好时致力于以公平、合乎道德和可持续地方式运营，以实现卓越经营及对社会产生积极影响。并最终为有需要的儿童创造美好未来。作为这一承诺的体现，公司创始人于 1909 年建立了弥尔顿.好时（Milton Hershey）学校，该校现由好时信托公司（Hershey Trust Company）管理。学生在该校接受免费教育、住房和医疗护理，健康成长，成为 Hershey 好时公司成功的直接受益者。