*Position: Order Management Representative (OMR)-Customer Service Representative * *Location: Providencia Office (Guadalajara, Jalisco) Advanced English (This position will support the Canadian business) Summary:* 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* * * Main responsibilities: * * Order Cycle Management: Oversee the entire order-to-invoice cycle for sales orders, including order entry, managing EDI workflow and blocks, maximizing truck capacity, and achieving service metrics. * Data Accuracy: Confirm the accuracy of information on customer purchase orders, including pricing, products, and freight terms. * Inventory Coordination: Coordinate with Supply and Demand Planning to ensure material availability. * Shipment Tracking: Track and trace customer orders with third-party transportation providers. * Issue Resolution: Ensure timely resolution of escalated issues on behalf of key customers. * Internal Collaboration: Proactively partner with internal stakeholders (supply chain, sales planning, customer supply chain, logistics) to address critical customer requirements, drive decisions, and develop communication processes. * Strategic Relationships: Develop and maintain strong relationships with customers, transportation providers, and internal stakeholders to foster collaboration and serve strategic customer needs. * Continuous Improvement: Identify and drive continuous improvement efforts aimed at enhancing the customer experience. * Metrics Analysis: Assist in generating and evaluating KPIs (Key Performance Indicators) for case fill, On-Time Delivery (OTD), and other identified metrics, developing corrective actions as necessary. * Education:* Bachelor's (BS/BA) degree or equivalent education/experience. * Experience:* Minimum of 1-3 years of experience in Customer Service, Logistics, or a related field. * Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: * * In-depth knowledge of the Order Fulfillment process and its hand-offs. * Familiarity with systems used in the Order Fulfillment process and their interfaces (e.g., SAP, Transplace, TPM, Demand Planning, VMI). * Working knowledge of all core SAP transactions for order management. * Knowledge of product lines and material management concepts. * Working knowledge of customer operations. * Understanding of the invoicing process. * Knowledge of Sales and Broker organizations. * Understanding of the overall business impact when making order management decisions. * Working knowledge of transportation and warehousing concepts. * Excellent written and oral communication skills. * Strong organizational skills. * Strong analytical and basic math skills. * Proficiency in MS Office Applications. * Ability to use analysis tools to communicate metrics and improve service levels. * Ability to develop good business rapport with customers. * Strong leadership skills, capable of leading and managing teammates through issues when appropriate. * Ability to organize and lead meetings. * Strong teamwork skills. * Strong ability to identify issues and evaluate potential solutions to resolve them. #LI-GB1