Specialist, Sr Customer Order Management

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:
-Process all special system requirements related to program execution including master order guide maintenance, customer/parent/group item restrictions, auto-shipment creation/merge, item substitutions, and text messages for base business, national, regional, test and premium orders to support the Chain Promotions team in managing program execution effectively and efficiently. Concepts managed include various restaurant chains.

-Answer and respond to inquiries received on the COM customer service 800# line to ensure customer order requests or exceptions are resolved timely and accurately, including support of the 7-day support schedule.
-Correspond daily with Chain Promotions team to obtain necessary program information, discuss processing options, review inventory requirements, and resolve processing obstacles that may arise throughout the program execution.
-Establish guidelines and conduct ongoing transaction audits of all COM processes including master order guide integrity, customer/parent/group item ordering restrictions, auto shipment delivery deadlines, and substitution validity to support the tracking of COM performance goals and the accurate execution of promotional program requirements.
-Provide dedicated training support to the COM Specialists on unique processing procedures required of new brand/account customers, and performance opportunities identified through the daily audit routines to assure consistent communication at all service levels, accurate handling of exceptions and improved execution standards.
-Proactively identify system enhancements that will continue to improve process efficiency, address special customer expectations and reduce overhead costs.

MINIMUM SKILLS AND QUALIFICATION REQUIREMENTS:
Four or more years of experience supporting customer order management systems, preferably at McLane.
Knowledge of JDE Restrictions, Substitutions, Item Master, Customer Address Book, and Order Entry modules preferred.
Knowledge of national account business preferred.
Strong personal computer skills, including Word and Excel.
Proven organizational, communication and interpersonal skills.
Proven customer service skills.
Ability to prioritize and manage high transaction volume with emphasis on accuracy.
Due to the high visibility associated with all promotional activity, focus on COM transaction auditing processes, standardized procedures, and execution accuracy is essential to comply with each customer's unique ordering controls and in-store requirements.
Must be comfortable working with all levels of management to address processing obstacles and negotiate resolutions.

WORKING CONDITIONS: Office environment

This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.