Supervisor II, Dealer Order Management

Ricoh • Duluth, GA

1d

About The Position

This position is responsible for supervising the Dealer Order Management and
Parts team by providing operational support to the Ricoh Dealer Channel and
Sales personnel. Will assist in identifying the root cause of problems brought
to the team by internal and external customers. Ensures issues are resolved to
prevent future disputes or issues. Responsible for managing the Area/Region
order pipeline to support revenue forecasting and analysis, and to provide
proactive issue resolution to optimize the flow of orders to invoice. Works with
Accounts Receivables team on collection issues and customer disputes requiring a
high degree of account management. Accountable for department policy and
procedures. Trained to handle and conduct job performance counseling and will
conduct this activity as needed. Manages all functions related to ensuring
timely, accurate processing and invoicing of orders; swaps, warranty, damage
claims, and lease administration at the highest degree of quality while ensuring
customer satisfaction and reducing overall invoice correction.

Requirements

• Requires minimum of 3 years of business experience or minimum of 2 years of supervisory experience.
• Ability to effectively communicate with all levels or management, employees, and customer
• Strong analytical skills.
• PC knowledge and experience are required along with financial aptitude
• Possesses excellent customer service telephone skills and email etiquette.
• Possesses ability to maintain strict confidentiality.
• Possesses leadership skills and ability to work independently.
• Possesses ability to review and understand general instructions - prepare, provide, and convey diversified information.
• Exceptional teamwork skills required.
• Possesses ability to effectively handle challenging customer situations.
• Must have superior oral and written communication skills in positive and negative circumstances.
• Must possess skills using MS Office Suite, including Excel, Word and PowerPoint.
• Possesses ability to motivate individuals and groups by creating a positive work environment.
• Possesses ability to establish effective communication with team members by encouraging open and honest communication and in receiving and giving feedback.
• Possesses excellent organizational skills and ability to multi-task.
• Ability to manage conflict to a mutually beneficial resolution.

Nice To Haves

• Strongly prefer 4-year college degree; business degree is preferred. Will consider previous experience in a customer service/account resolution environment.

Responsibilities

• Staffs, manages, and motivates team of 10 to 15 non- exempt employees.
• Conducts team member's performance appraisals with management approval.
• Tracks and records payroll for direct reports.
• Ensures team executes objectives by use of departmental plans, Individual Development Plan (IDP) and performance reviews.
• Support and enforces department goals for accurate revenue and key performance indicators.
• Communicate and support department policy and procedure.
• Assists team members in identifying the root cause of complex problems encountered by customers with the ability to identify resolution needed to communicate an action plan to Sr. Leadership.
• Will work in conjunction with internal and external customers at the highest level to ensure accurate and timely resolution of problems, billing, or order entry issues to resolve/prevent delinquent payment.
• Monitors and documents monthly activities and performance of the department, i.e. service level and abandon rate.
• Coordinates development and training for respective team.
• Responsible for developing strong working relationships with internal and external customers.
• Ability to deliver clear and concise communication to internal partners, customer, and senior leadership.
• Responsible for the end-to-end process to include all aspects of Order Management and Parts.
• Accountable for the timely flow of orders through the process pipeline with the objective of minimizing cycle time while maximizing productivity and quality.
• Reinforces a One Team mindset by collaborating with internal partners which include: Customer Engagement, Accounts Receivable, Sales, Dealer Services, Supply Chain, and Technology Services
• Recommends and/or supports innovative procedures to improve productivity and efficiency while ensuring the highest level of quality.
• Monitors/reviews monthly activities and performance of respective team.
• Participates in the hiring, selecting, and developing a talented and diverse workforce.
• Responsible for ensuring that excellent customer service is consistently delivered to all internal and external customers.
• Ability to facilitate professional meetings with internal and external customers with little to no supervision.
• Maintains efficient workflow by holding teammates accountable for quality and efficiency of their work.
• Completes reports and other paperwork accurately and timely.
• Performs other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees