Order Management Manager

Key responsibilities
1. Recruits, hires and manages team of order processing administrators to meet workload demands for order entry.
2. Trains and coaches employees to ensure work product is error free, consistent, timely and compliant. Serves as advocate and leader of team, embodying 3DS Values. Ensures employees get timely and regular feedback on performance, as well as delivering written formal evaluations and development feedback consistent with 3D Systems timetables.
3. Provides advice, coaching and training to other order entry professionals (partners, internal order entry professionals outside Israel) on correct procedures, ordering system and configurations.
4. Documents, manages, and improves core order management processes to drive quality and customer satisfaction. Produces metrics and reports to track productivity, quality and responsiveness. Uses data and other tools to drive process improvement
5. Managing the ordering and licensing system. Implementation of the price lists, royalties data and invoicing to supplier, customer data and admin rights.
6. Managing the Evaluation Systems and Demo’s. Creates the configurations, and admin rights. Approves and Reviews exception requests for evaluation licenses.
7. Product Management partial responsibilities. Creates the license configurations, new items and prices. Ensures that the updates are done in 3DS internal systems.
8. Works with partner organizations in sales, manufacturing, accounting, legal and services to ensure communication, processes and handoffs are simple, clear and effective in support of order management fulfillment. Ensures that updates to Salesforce.com and other systems are done to allow internal and external partners to track, manage and assess customer orders as needed. Supports accounting, legal, and internal audit team as needed on audit-related projects.
9. Serves as subject-matter expert as needed on transformation projects or cross-BU initiatives to drive consistency and best practice management in the function.
10. Manages financial budgets at or below annual plan.
 
Key metrics
1. Order processing quality (error rates – rework, credit/rebills/corrections)
2. Order processing throughput (timeliness and turnaround time)
3. Productivity (orders quantity and order value per administrator)
4. Partner satisfaction (sales)
5. Budget and employee management (Glint surveys, $)
Experience and knowledge required
1. Experience with Oracle or other ERP/Order entry systems
2. Experience with Salesforce.com or others CRM systems
3. Five years of order processing experience in a product/software environment
4. Supervisory/management experience of non-exempt and exempt professionals
5. Ability to manage a team in a high paced environment, under regular periods of pressure and under deadlines (end of quarter), while delivering quality results.
6. Strong interpersonal skills to work effectively with diverse management and sales teams
7. Demonstrated written and oral communication skills
8. Demonstrated intermediate-level skills with Microsoft Office applications, specifically MSExcel as well as MS PowerPoint and MS Word
9. College degree in business or related operations area or at least ten years of relevant experience.
Experience (desired or preferred)
1. Experience with additive manufacturing products order management
2. Experience with Salesforce.com configuration, pricing and quoting tools
3. Six sigma green belt or equivalent quality process project experience