Order Management Manager

Date:  Sep 15, 2022
Category:  Sales and Marketing
Location: 

Union City, CA, US

The Mizuho OSI Way

In 1978, we set out to change the way patients undergo surgery. As a Mizuho OSI customer, you can expect our commitment to the following…

We commit to your satisfaction. If you are dissatisfied, we will strive to make it right.

We do things the right way. We commit to hire people with competence, generosity and a caring attitude. We motivate our employees to use their individual strengths to provide creative solutions, changes, and innovations. We anticipate your needs through customer experiences, thus nurturing our relationships.

Collectively, this creates an environment that enables and inspires healthcare professionals to improve the lives of patients.

Dare to go further. Care to do more.

 

TOP REASONS TO JOIN THE MIZUHO OSI TEAM

  • Privately held company with a tradition of market leadership and best-in-class innovation
  • Fast-paced entrepreneurial culture focused on dramatically improving patient outcomes through personal empowerment
  • Emphasis on continuous improvement and celebration of our values of R.E.S.P.E.C.T. and the Mizuho Way.
  • Create innovative solutions designed and manufactured at our HQ in Northern California

 

POSITION OVERVIEW

The Manager, Order Management is a multi-functional role which requires proficiency in leadership, order management, and ERP systems in a call center environment. This position is responsible for managing a team of Order Management Specialists and overseeing the daily activities of the department and staff. Ensures customer satisfaction and that staff is trained to perform at a high level of competency. Ensure SOP’s are current, sales orders are processed promptly and correctly, brings continuity to processes, and provides new ideas to the department to improve efficiency. Has a high level of competency within the SAP Order to Cash work stream.

This is a leadership role responsible for aligning a diverse team around a clear vision and purpose while leading, inspiring, developing and motivating the team to successfully achieve individual and organizational objectives.

Manages the department to function as main liaison between the customer and internal functions at Mizuho OSI. Resolves difficult and complex customer related issues. Establishes systems, programs, policies and procedures to support Sales Operations.

Under the direction of the Director, Sales Operations, this position will work towards ensuring the department activities and daily interface with the customer aligns with the overall goals and objectives for the department.

 

Current work schedule:  Onsite 3 days in Union City, CA; remote 2 days

 

We are looking for you, if the below describes you:

  • Ability to lead a team of Order Management Specialists.
  • Ensures day-to-day order entry processes are followed and metrics are met or exceeded.
  • Identify and implement work processes and improve utilization of human and material resources.
  • Ensure high levels of customer service.

 

Here is what you will do day-to-day

  • Lead the activities of employees engaged in Order Entry/Customer Service by assigning, training, monitoring, and reviewing their work.
  • Develop a world class Order Entry/Customer Support organization that can easily react to changing requirements.
  • Ensure the team performs and follows order processing accurately/timely to meet the needs of our customers. Oversee and manage workflow of all order processing, including customer correspondence, order confirmation, priority lists and changes and subsequent communication.
  • Develop and /or identify efficient work processes and improve utilization of human and material resources. Prepare work schedules and coordinate phone coverage to ensure customers receive quick, accurate and efficient response to technical, sales order or other issues that ensure customer satisfaction with Mizuho OSI products and services.
  • Manage department statistics to ensure high levels of service. Prepare reports and other sales statistics/metrics to support process improvements and operational integrity.
  • Audit department activities to ensure adherence to Compliance and Revenue Recognition.
  • Participate in testing new processes within SAP or Sales Force. Develop test scripts for processes when required.
  • Liaison with Director of Sales Operations to resolve issues with the ACD system and SAP.
  • Resolve in an effective and professional manner customer-related issues and/or escalate the issues to be addressed at the Director level.
  • Interface with the Credit & Collections and IT Departments to establish new domestic and potentially international accounts (subordinates may act as back up for international orders).
  • Work closely with members of other functional teams throughout the organization.
  • Attend and participate in sales conferences and meetings.
  • Develop and facilitate department training for all team, including: documentation, tests, and approvals. Also, may share knowledge within a specific area of expertise or ensure cross-training across other groups to effectively work as a team.
  • Proactively support and implement the continuous improvement efforts of the team to meet the department short and long-term goals and objectives.
  • Serve as a role model to adopt new methods, procedures, and techniques for department, organizational and cultural changes.
  • Train employees on safety standards and procedures. Ensure a safe work environment is provided and immediately report any safety hazards.
  • Communicate openly, clearly, proactively, and positively to inform, engage and empower employees in a multicultural environment.
  • Ask questions and actively listen to the needs of the department’s internal and external customers; consider the impact of the department on other departments and work to follow through and resolve internal and external Order Entry/Customer Service challenges promptly.
  • Mentor and develop employees giving timely and constructive feedback, explaining rationale and thought process to help employees improve their skills. Document their performance in the annual Focal Review performance evaluation process.
  • Make sound and logical decisions based on the parameters of the situation at hand.
  • Participate in special projects, like the budget process, as necessary and required.
  • Understand Mizuho OSI’s business objectives and the relationship between the Department and those objectives; to support and follow the Corporate Vision, Mission & Values Statements, to maintain the services and quality levels set by Mizuho OSI, and to continually enable Mizuho OSI to be a great place to work.
  • Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

 

Requirements

What you will need to be successful in this role:

  • Bachelor’s degree in business management or related field; 5-7 years’ experience with top tier ERP systems and managing a call center five to seven years of customer service management experience; four years’ experience in a management capacity preferred; or equivalent combination of education and experience.
  • Broad understanding of policies, procedures, systems relating to high volume order entry in a call center environment.
  • Experience with managing staff in a call center/order entry environment.
  • Proficiency using SAP or top tier ERP/CRM system and ACD systems.
  • Excellent verbal and written communication skills, strong presentation, project and organizational skills.
  • Excellent customer focus with a high sense of urgency and excellent interpersonal and communication skills.
  • Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously. Able to positively manage situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances while still meeting, or proposing modified, deadlines.
  • Demonstrated ability to lead, engage, motivate, and develop employees directly reporting to this position as well as cross functionally.
  • Highly professional and consistent exercise of good judgment and problem-solving skills while maintaining a high level of confidentiality and sensitivity at all times. Must be able to think strategically and function tactically and positively creating a highly productive work environment.
  • Excellent computer skills including operating Windows based personal computers, various office equipment and machines, and telephone system. Ability to efficiently and effectively use Microsoft products such as Outlook, Word, Excel, and PowerPoint.
  • Take initiative to seek knowledge and is comfortable in a changing environment.
  • To be able to demonstrate an understanding, and the regular use of a time management process, which systematically structures one’s own work to provide for effective task performance and to plan and prioritize items to meet future demands.
  • Ability to establish and accomplish goals independently and to function as a positive and productive team member.
  • Ability to travel (10%) with some over-night stays is required.

 

What you need to be prepared for: The physical demands are representative of those needed to perform the essential functions of the job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties are performed while sitting at a desk for long periods of time. Required duties include operating a computer, reading, writing and using a telephone. Walking or standing within the office area may be required for the operation of office equipment and for attending meetings.

NOTE: This job description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Employees will be required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.

 

BENEFITS
At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO/AA employer. We offer a comprehensive benefits package that includes: medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

FOR OUR SERVICE MEMBERS AND VETERANS
Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

FOR PERSONS WITH DISABILITIES
If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.

Top Reasons To Join The Mizuho OSI Team

• Privately held company with a tradition of market leadership and best-in-class innovation
• Fast-paced entrepreneurial culture focused on dramatically improving patient outcomes through personal empowerment
• Emphasis on continuous improvement and celebration of our values of R.E.S.P.E.C.T. and the Mizuho OSI Way.
• Create innovative solutions designed and manufactured at our HQ in Northern California

The Mizuho OSI Way

In 1978, we set out to change the way patients undergo surgery. As a Mizuho OSI customer, you can expect our commitment to the following…
• We commit to your satisfaction. If you are dissatisfied, we will strive to make it right.
• We do things the right way. We commit to hire people with competence, generosity and a caring attitude.
• We motivate our employees to use their individual strengths to provide creative solutions, changes, and innovations.
• We anticipate your needs through customer experiences, thus nurturing our relationships.

Collectively, this creates an environment that enables and inspires healthcare professionals to improve the lives of patients.
Dare to go further. Care to do more.

EOE STATEMENT

Mizuho OSI is an Equal Opportunity Employer and makes business decisions based on job related criteria only. Company policy prohibits unlawful discrimination based on race, color, religious creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, sexual identity, or any other consideration made unlawful by federal, state or local laws.

BENEFITS

At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO/AA employer. We offer a comprehensive benefits package that includes: medical, dental, vision, life insurance, 401k with matching, educational assistance and more.

FOR OUR SERVICE MEMBERS AND VETERANS

Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

FOR PERSONS WITH DISABILITIES

If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland