Position Title: Order Management Representative Salary Grade: 1B Summary: Briefly state the primary purpose of the job. Manage customer orders from time of receipt through invoicing for the company’s customers. Represent The Hershey Company in a professional manner by maintaining and enhancing a positive business relationship with customers, sales representatives, and brokers. Respond in a timely and effective manner to customer inquiries. Interact with other personnel within the Order Fulfillment process to ensure that orders are delivered to meet customer expectations. Participate in customer meetings. Responsibilities Order Management • Manage order-to-invoice cycle for sales orders including order entry, managing EDI workflow and blocks, maximizing truck capacity, and delivering service metrics. • Confirm accuracy of information on customer purchase orders, including pricing, products, and freight terms • Coordinate with Supply and Demand Planning for material availability • Track and trace customer orders with third party transportation providers • Ensure timely resolution of escalated issues on behalf of Key Customers. Communication/Relationships • Proactively partner with internal stakeholders (supply chain, sales planning, customer supply chain, logistics) to address critical customer requirements, take action to drive decisions, and develop communication processes • Develop and maintain relationships with customers, transportation providers and internal stakeholders and foster collaboration to serve strategic customer needs • Coordinate the resolution and response to internal and external inquiries and engage functional owners when needed • Participate in regular meetings with Customers and Stakeholders. Continuous Improvement/Metrics • Identify continuous improvement efforts aimed at improving the customer experience • Assist in the generation and evaluation of KPls with respect to case fill, OTD, and other identified metrics and develop corrective actions as necessary Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: Include only required physical and/or mental abilities and special criteria (heavy lifting, driver's license requirement, overtime, special work hours, etc.). Please list only those requirements which are job specific and which will ultimately be necessary for successful job performance. • Demonstrates understanding of The Hershey Company’s customer base and classes of trade • Demonstrates strong understanding of the Order Fulfillment process and hand-offs • Demonstrates strong understanding of systems used in the Order Fulfillment process and interfaces between them (SAP, Transplace, TPM, Demand Planning and VMI, etc.) • Working knowledge of all core SAP transactions for order management • Knowledge of product line and material management concepts • Demonstrates working knowledge of customer operations • Demonstrates ability to develop good business rapport with customers. • Demonstrates excellent written and oral communication skills • Knowledge of invoicing process • Strong organizational skills • Knowledge of Sales and Broker organizations • Demonstrates strong analytical and basic math skills • Proficient in MS Office Applications • Knowledge of SAP Reports for Order Management • Demonstrates strong ability to use analysis tools in order to communicate metrics and improve service levels. • Understanding of overall business impact when making order management decisions • Working knowledge of transportation and warehousing concepts • Demonstrates ability to organize and lead meetings • Strong leadership skills, and capable of leading and managing teammates through issues if appropriate • Demonstrates strong teamwork skills • Demonstrates strong ability to identify issues and evaluate potential solutions to effect resolutions 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 1 - 3 years’ experience in Customer Service, Logistics, or related field.