Schneider Electric Fresno , CA 93707
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.