Customer Service Order Management Supervisor
Full time
Santa Cruz, CA - Hybrid
About the Organization
Marroquin Organic International supplies organic and non-GMO specialty, technical ingredients for food, beverage, nutraceutical, pet food and cosmetic manufacturers. We have been at the forefront of the dynamic growth of the organic industry for over 30 years. Marroquin distributes ingredients primarily from international suppliers to the North American market. We have a well-established reputation as a trusted, reliable partner, and pride ourselves in exemplary customer service.
Order Management
As the Supervisor of the Order Management Team, you will lead the operations of the order to cash process. You will act as a resource and support for team members to work out issues and ensure success of daily operations. You will work and collaborate with all departments to ensure efficiency in protocols for processing and delivery of orders. You will be responsible for building and maintaining strong relationships with business partners, overseeing inventory control processes, as well as managing orders for a range of products.
Supervisory Responsibilities
- Oversees the daily workflow of the Order Management department.
- Leads hiring and training staff for the Order Management team.
- Conducts performance evaluations for the Order Management team.
Responsibilities
- Lead the order management team striving to provide the highest level of customer service experience in the industry.
- Work closely with the sales team to ensure rapid and flawless processing of orders.
- Implement and maintain standard operating procedures for the order management team to improve processes, and team performance.
- Act as initial point of contact for the OM team to address escalated issues regarding warehouse operations, inventory discrepancies, domestic freight, customer claims, and customer concerns.
- Spot check orders after they are entered into the system and make sure orders are confirmed and processed within 24 hours.
- Create and run a variety of reports and conduct trend analysis for the OM team, the sales team and the management team.
- Collaborate across departments to optimize order management processes and improve customer satisfaction.
- Process orders, monitor inventory position, and communicate with customers to ensure their needs and expectations are met.
- Build and maintain strong relationships with our business partners, including warehouses and freight broker partners.
- Oversee inventory control processes for domestic inventory to ensure adequate stock levels.
- Collaborate with Supply Chain Manager regarding inbound scheduling as needed.
- Identify and implement tools and technologies to support the order management function. Assist with day-to-day ongoing issues with our operating system and act as liasson with the IT team to facilitate long term development of the operating system.
Qualifications
The ideal candidate will be flexible but analytical, self-motivated, trustworthy, authentic, and comfortable working in a dynamic, and rapidly changing environment. You will be a tech savvy and enthusiastic customer service driven leader engaging in intentional communication strategies to foster an open, trusting, collaborative and focused workplace.
The ideal candidate will have the following qualifications:
- 5+ years of experience in order management, customer service, or a related field.
- 3+ years of experience in a leadership or supervisory role.
- Strong leadership and communication skills.
- Excellent problem-solving and analytical abilities.
- Highly organized, with meticulous attention to detail.
- Ability to manage multiple projects and priorities in a fast-paced business environment.
- Familiarity with order management systems and processes.
- Knowledge of logistics and inventory control principles.
- Strong customer service orientation.
- Familiarity with organic and non-GMO ingredients and their applications in the food, beverage, nutraceutical, pet, and cosmetic industries is a plus
- Intermediate MS Excel skills, and familiarity with SAP ERP systems
- Experience with CRM software is a plus.
Salary Range: $80,000 - $105,000/year
To Apply
To be considered for this position, please submit a resume and cover letter to
USSC_ACCOUNTING@AGRANA.COM – no phones calls please
Marroquin Organic International is an equal opportunity employer.
Job Type: Full-time
Pay: $80,000.00 - $105,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in Santa Cruz, CA 95060