OTC Manager

About Company:

Our client is a total energy solutions company powering a smarter world. They help free people to use energy on their own terms by giving them access to reliable energy that is also cleaner, more efficient and better managed.

An Ideal Candidate:

Bachelor’s degree in business, Communications, or equivalent experience, 5 years’ experience in order management, post-sales support or customer support environment with progressive growth in role. 2 years of previous supervisory experience, Prior order management experience in SAP or other ERP system

Key Competencies:

a. Assists team members daily with questions or escalations as needed. Acts as the team expert with knowledge in all processes and procedures. 

b. Manages escalated issues and follows them through to resolution. Ensures workload is managed and service level agreements are met. Monitors and evaluates team goals to ensure achievement.

c. Ensures that all orders are entered within predetermined time scales with a high level of quality across all covered product lines. Implements and measures pre-set metrics to utilize in team evaluation, training and performance standards. 

d. Develops and utilizes reporting to effectively measure performance, drive accountability, and recommends opportunities for improvement.

e. Designs and directs the work of the team. Selects, coaches and develops staff. Sets clear expectations to inspire and motivate the team. Manages performance-- recognizing achievement, providing feedback and administering progressive discipline when necessary.

f. Implements new hire onboarding with the support of the North America OTC team

g. Works with global business leaders to ensure organizational development and process adherence. (SAP Super User support, leader of subsidiary locations)

h. Leverages feedback from internal and external stakeholders and metrics to identify opportunities for continuous improvement for order management. Implements changes and provides feedback to leadership team on impacts.

i. Build a more dynamic team; proactively seek out bottlenecks in the fulfillment, order process to ensure customer expectations are consistently met.