Order Management Specialist

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s only one: Zones – First Choice for IT.^TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. 

Manager Returns is responsible for developing, implementing, and maintaining returns procedures and policies to ensure operational efficiency and compliance. This role involves regularly reviewing internal policies, monitoring team performance, and ensuring the accurate generation of reports and processes to support return operations. Liaise with internal departments and external vendors to foster effective communication and relationships, facilitating smooth and timely return processes.

Execute Supply Chain’s Order Management practice in PK, to ensure fulfillment of Sales and client order management requirements via CRM case submissions 

What you’ll do as the Order Management Specialist:

Employees employed in the role of Order Management Specialist shall be required to apply their independent minds and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• →Intake, triage, and execute order management activities via CRM cases 
• →Reactive to Sales CRM input/requests 
• →Draft, maintain, and utilize a library of Standardized Complete Responses (SCRs) 
• →Pre-validated, best-in-class case responses 
• →Standardized for efficiency of use and quality of response 
• →Collaborate closely with Procurement, Sales, vendors, and others to achieve desired client outcomes. 

Process:  

• →List critical processes this individual will undertake to achieve targeted results. 
• →Utilize CRM case management functions expertly to address various case types: 
• →Case Types: 
• →Cancel Order 
• →Duplicate Shipment 
• →General Question 
• →Improve ETS Date 
• →Lost or Missing Shipment 
• →Modify Order 
• →Order Status 
• →Post Sales Product Issue 
• →Reroute Pickup
• →Bulk Modify/Cancel 
• →Coordinate and execute all aspects of order management, utilizing existing tools: 
• →CRM SO management 
• →AX PO management 
• →Vendor portals and relationships 
• →Audit case responses to ensure SCR usage 
• →Identify novel scenarios requiring new SCRs to be drafted 
• →Modify existing SCRs to better account for variability in reality 
• →Apply best practices when drafting one-off communications that respect the design and communication guidelines informing SCR creation 
• →Act as a coordinator between disparate stakeholder groups to drive case-requested outcomes 
• →Maintain positive working relationships across our supply chain (including OEMs and distribution partners) and client management teams to  
• →Provide coaching to case requestors to: 
• →Improve future submissions for clarity 
• →Reduce unnecessary or inappropriate case submissions 
• →Ensure appropriate reliance on self-serve data, where available 
• →Translate vendor and sales communications bidirectionally to ensure correct understanding and minimize “telephone game” mistakes 
• →Keep all parties focused on concrete, achievable results, while identifying and escalating opportunities for process or practice improvements 

• BA/BS degree required.

• 2+years experience required in Order Management, Project Management or Customer Management
• Working knowledge of purchasing, inventory management and order fulfillment
• Ability to learn, perform and optimize complex interrelated processes
• Intermediate knowledge of MS Word, PowerPoint and Excel required
• Must work with a sense of urgency and excel in a dynamic, fast-paced business environment
• Candidate must have the ability to manage project timelines and stakeholder action items
• Utilize interpersonal awareness to develop and maintain strong working relationships across all levels of business
• Ability to develop and implement creative solutions and influence others in their adoption  
• Attention to detail
• Ability to work independently
• Excellent verbal and written communication skills
• Experience in handling a high volume of inbound inquiries
• Excellent customer focus
• “The Buck Stops Here” attitude
• Ability to work extra hours during the end of the month or end of the quarter if necessary