Order Management-Domestic Accounts Lead

Schneider Electric Fresno , CA 93707

Posted 2 months ago

Order Management-Domestic Accounts Lead United States Fresno, California

PELCO by Schneider Electric understands information is critical to success, which is why we are singularly focused on the development of video surveillance and security solutions, providing our customers the information necessary to make real-time, business-enabling decisions. From the recently introduced VideoXpert video management platform to our industry-leading selection of IP cameras and accessories, PELCO is committed to designing and delivering a broad range of high-quality, IP video security products and systems complemented with an unparalleled level of customer support and services. Learn more about PELCO by Schneider Electric at Pelco.com.

What do you get to do in this position?

In the Order Management-Domestic Accounts Lead, you will lead a team of domestic account specialists in providing excellent customer service and achieving organizational objectives. The incumbent is responsible for managing the domestic order entry process for product orders, credit authorizations and ensures product shipments are scheduled and released. The position is also responsible for ensuring the backlog of orders for domestic accounts is maintained properly and is the first point of escalation for issues impacting our internal and external customers. The domestic accounts supervisor works cross-functionally to ensure the domestic account team has key product information to process and manage order processing efficiently.

The position is critical in our pursuit to provide an exceptional customer service experience. The position reports PELCO's product personalization and customer fulfillment manager located in Fresno, California.

Essential job functions:

  • Ensure domestic account team members follow company policies and procedures to ensure proper and quality product order entry and processing.

  • Manage all team-related aspects of order entry, order acknowledgement, shipping and credit authorizations.

  • Manage, evaluate and resolve customer and issue escalations.

  • Interface with PELCO's supply chain, inside sales and product management teams to ensure the domestic account team is informed about all relevant products updates (e.g., end-of-life, obsolete or new products and/or product availability).

  • Develop and manage to relevant SLA's (service level agreements) to ensure the highest quality of internal and external customer service.

  • Manage TAT (turn-around-times) for timely issue resolution.

  • Manage team working schedule to include: time-off, phone support, and work-hours.

  • Lead weekly domestic account team meetings.

  • Manage domestic account team's performance and address skill gaps.

  • Manage team efficiency's and performance.

  • Help ensure a safe and environmentally friendly work environment for team members.

This job might be for you if you possess, have, or are:

  • An undergraduate degree, technical degree, or equivalent experience.

  • At least three years' experience in customer service.

  • At least two years' leading a team and/or supervisory experience; in order entry and/or order processing, a plus.

  • Experience working in a global or international operations environment, a plus.

  • The ability to recognize improvement opportunities and implement actions to address.

  • The ability to focus on customer delivery, quality and excellence.

  • Experience in procurement or supply chain processes, preferred.

  • Excellent analytical skills.

  • Excellent organizational skills.

  • Ability to manage issues in a timely and professional manner.

  • PC software literate, with an intermediate level of skill using Microsoft Office (Excel, Word, PPT, Visio).

  • A passion for supporting customers in a technical environment.

  • Speak, read and write English fluently (required).

  • Excellent written and verbal communication skills.

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Store Lead Consultant

Fedex

Posted Yesterday

VIEW JOBS 11/14/2018 12:00:00 AM 2019-02-12T00:00 Job Number: 1941497BR Employment Type: Regular Full-Time Job Category: Retail Shift: Any Region: 040 : Bay Area Address Line 1: 855 M ST Address Line 2: Ste 110 City: Fresno State: California Zip Code: 93721 Career Preview To learn more about working at our FedEx Office Stores, follow the link below for an inside look at a career with us. FedEx Office Career Preview Position Summary The Lead Consultant is knowledgeable in all areas of the Store's business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience to all customers. The Lead Consultant's time will be spent taking customer orders; coordinating store activities; providing pricing information; recommending the appropriate FedEx Office products and services; producing complex orders; operating equipment that requires advanced operational knowledge and expertise; managing, monitoring and facilitating all production processes. The Lead Consultant performs their duties utilizing consultative skills to anticipate needs, suggest alternatives and provide solutions to colleagues and customers. With leadership direction, the Lead Consultant may provide direction to the Consultant and solve escalated customer issues General Duties and Responsibilities (This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive) * Demonstrates consultative behaviors to ensure friendly, polite, expert service is delivered to all customers * Manages production flow to ensure all production orders are done right and on time * Takes customer orders, giving pricing information, performs consultative selling to customers, and and recommends FedEx Office products and services tracks and logs all production jobs * Takes lead responsibility for digital imaging, scheduling and running black and white or color production on full service orders, including finishing services and large job management * Sets up complex orders and performs multiple tasks at the same time * Responsible for ensuring quality during and after production process * Ensures communication among shifts * Coordinates pick-up and delivery of customer orders * May provide leadership to team members on an assigned shift * Assists in the training of store team members * Collates, sorts and organizes customer orders * Operates the Point of Sale terminal (POS), handles financial transactions and makes change. * Completes required financial paperwork and may assist with financial reporting including daily sales, close-outs and bank deposits * Follows instructions of supervisors and assists other team members in performing store functions * Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures * Secondary responsibility for coordination of all shipping related services and activities, to include: * Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates * Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services * Offers assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies * Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels * All other duties as needed or required Minimum Qualifications and Requirements * High school diploma or equivalent education * 2+ years of specialized experience * Excellent verbal and written communication skills * For new hires, must meet all FedEx Office employment qualifications in force at time of hiring * For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook Essential Functions * Ability to stand during entire shift, excluding meal and rest periods * Ability to move and lift 55 pounds * Ability, on a consistent basis, to bend/twist at the waist and knees * Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members * Ability, on a consistent basis, to perform work activities requiring cooperation and instruction * Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure * Ability, on a consistent basis, to maintain attention and concentration for extended periods of time * Ability, on a consistent basis, to work with minimal supervision * Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position Quality Driven Management (QDM) (Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.) * Suggests areas for improvement in internal processes along with possible solutions * Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility * Applies Quality concepts presented at training during daily activities * Supports FedEx Office Quality initiatives EEO Statement We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. America's Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at HR.BrassRingHelp@FedEx.com. Fedex Fresno CA

Order Management-Domestic Accounts Lead

Schneider Electric