Order Management Analyst

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...

The Order Management Analyst is part of the Order Management team working to ensure the timely and accurate processing of orders from our manufacturing plants to our customers. This role is being developed to track our ability as a company to fill orders completely and on time. This role is the central point of contact between manufacturing, LSNA which is a shared service organization for sales and distribution, and our 3PL network to ensure that order processing issues are investigated and resolved.

What you will be doing...

• Engage Sales, Demand Planning, Production Planning, Inventory Management and LSNA to modify deployment and final shipment details to meet 100% fill rate.
• Interact with forward warehouses to insure complete and timely order fulfillment
• Effectively address customer issues by researching both order shortages, on time delivery and assist in coordinating/adjusting customer orders.
• Proactively provide both sales and customers advance notification of orders status and service issues.
• Resolves customer problems by clarifying the customer's complaint; researching the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution, communicate internally as needed.
• Work within multiple systems that often require manual manipulation of data to determine order issues that require problem solving on behalf of customers.
• Responds to both internal sales team and customer calls, emails related to order management issues.
• Effectively and timely communicate with all levels of the organization by following company standards of team-building, recognition, and professionalism

Research and Reporting

• Research systems to determine product status to provide both internal and external customers data and to alert them of outstanding issues.
• Identify patterns and opportunities to reduce overages, shortages and damage for customer deliveries.
• Create and catalog customer complaints that determine root cause of particular issues.
• Direct and coordinate returns and OSD research and reporting.
• Maintain communication channels with both internal and external customers.
• Generate various reports on key metrics (Sailing Compliance, OS&Ds, etc.)

Do you have what it takes?

(Basic Qualifications)

• Bachelor's degree or 4 years of work experience
• 2 years of experience in supply chain/logistics, order management or customer service
• Advanced Excel skills utilizing multiple formula and summarization tools
• Previous experience with ERP systems such as SAP

Do you stand above the rest?

• Ability to create customer dashboards and critical KPIs
• Ability to prioritize and problem solve
• Effective collaborator

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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