Manager, Order Management

At Russell Stover, not only do we love chocolate, but we love our jobs! Every day we go to work exhibiting our values of excellence, innovation, entrepreneurship, responsibility, and collaboration. Working at Russell Stover you'll be part of the leading manufacturer of boxed, seasonal, and sugar-free chocolates. For over 100 years, Russell Stover Chocolates, Whitman's, and Pangburn's have been crafted with the finest ingredients to bring happiness to generations. Today, we produce over 55 million pounds of chocolate annually, and our legacy brands can be found in 13 company-owned stores and over 9,000 wholesale accounts. Join our team and let's continue making chocolate lovers happy!

A day in the life...

As an Order Management Manager, you will have oversight of the order management team consisting of 4 analysts. You will be the liaison between Russell Stover and LSNA (a shared service organization for sales and distribution, and our 3PL network) to ensure the timely and accurate processing of orders from our manufacturing plants to our customers. You will foster a collaborative culture of continuous improvement to provide optimum service at optimum cost. We are looking for a leader with exemplary problem-solving ability that will challenge, motivate, and empower team members to grow professionally.

What you will be doing...

• Effectively addresses complex customer issues and ensures proper handling of all customer orders
• Perform issue resolution and root cause analysis. Collaborate with the Customer Solutions and Sales Teams to perform root cause analysis and issue resolution. This involves clear clarification of the customer issue, root cause analysis, and evaluating best solution for resolution. Monitoring of the resolution for expeditious execution and proper customer follow up
• Identify and resolve seasonal item risks and opportunities communicating with Demand & Supply Planning, Deployment, Sales, and the customer. Work closely with production timing and order shipment expectations for high customer deliverables
• Work within multiple systems (SAP, TMS, BI, etc) that often require manual manipulation of data and updates to ensure customer orders are processed in accordance with LSNA protocols as well as the customer
• Lead and participate in cross collaborative meetings with LSNA and the other brands for management of several key transportation and warehousing metrics (Sailing Compliance, OS&Ds, etc.)
• Identify supply chain and business interdependencies in his/her work and coordinate as needed with other cross functional areas to drive customer fill rates at lowest possible cost
• Leads talent management, professional development, and retention strategy for direct reports
• Develops robust processes and works to give employees the opportunity to master the processes and the tools of Order Management
• Monitor and correct customer price and EDI errors when they occur

If visiting our manufacturing plants, you will be expected to:

• Adhere to Good Manufacturing Practices (GMP) to ensure product quality and maintain compliance with food safety standards
• Complete and follow FSQA training and programs to comply with regulatory requirements, ensure consumer safety, and support the plant's food safety and quality objectives
• Promptly report and take appropriate action on any observed or potential food safety hazards, process deviations, or non-conformities by notifying the designated plant supervisor, in accordance with your role and responsibilities
• Actively contributes to the continuous improvement of the company's Food Safety Culture through engagement and actions aligned with your role

This job posting is not all inclusive and other duties may be assigned.

Do you have what it takes?

(Basic Qualifications)

• Bachelor's degree or equivalent work experience
• 5+ years of experience in Supply Chain
• Advanced skills in Microsoft Word, Excel, and an ERP system
• Excellent communication skills and the ability to speak, read, and write English fluently, with or without an accommodation

Do you stand above the rest?

(Preferred Qualifications)

• Bachelor's degree in Supply Chain or Business
• 3+ years of progressive leadership experience
• SAP experience
• Team focused and collaborative
• Strong problem solving/root cause analysis skills
• Ability to effectively communicate complex and detailed information verbally and/or in writing
• Ability to operate effectively in stressful situations
• Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail
• Knowledge and experience working with Electronic Data Interface (EDI)

At Russell Stover Chocolates, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Russell Stover Chocolates is proud to be an equal-opportunity workplace.

We provide equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law.

Employment by Russell Stover Chocolates is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification, and satisfactory reference and background checks.

Make Happy. Work Happy.

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