JOB DESCRIPTION

Primary Function:

Manager, Open Order Management defines the strategy to manage open customer orders and order rejections while ensuring an effortless customer experience. They will be responsible for direct management of a team of approximately 20 team members including Associates and Team Leads. They should demonstrate leadership and expertise in end-to-end customer experience and order processing functions that result in a consistently great customer experience with Grainger.

Principal Duties & Responsibilities:

• Leads a team of Associates and Team Leads
• Leads the execution of Grainger Canada’s open order management
• Drives the connection between customer expectation requirements and Supply Chain Operations to achieve flawless delivery to customers.
• Embeds the customer perspective into process design and decision making within the department.
• Collaborates with Sales, Contact Centers, Inventory Management, Financial Services, Sourcing, Product Management to ensure there is strategy alignment between departments.
• Responsible for resolving all customer order rejections at the end of each business day to ensure timely execution of delivery
• Provides visibility and leads efforts focused on operational and systemic opportunities within Grainger to improve the customer order experience.
• Works with Sr. Manager & Director to make recommendations for organizational and operational improvements
• Defines the team’s strategy for open customer orders by redirecting fulfillment and completing rejections to meet same day fulfillment.
• Effectively develops team members to grow within role and position for advancement opportunities
• Administer escalation management and finalize best business solution.
• Define team goals that clearly build on organizational strategy and objectives.
• Coach, develop, and mentor team members, both onsite and remote, to build empowerment and positive morale within department.
• Appropriately manages talent on team through open communication, clear expectations, and consistent coaching and accountability.
• Identifies root cause of sales order rejections and works cross-functionally to resolve.

JOB REQUIREMENTS

Preferred Education & Experience:

Education and Background

• Bachelor’s degree; degree in Supply Chain Management or related field preferred; MBA preferred. Relevant experience will also be considered.
• 5-7 years of experience in procurement and/or customer service
• Minimum 3-5 years of leadership experience

Skills and Abilities

• Ability to build and develop high performing teams
• Functional expertise in Customer Service/Procurement/CI
• Communication and Cross Functional Collaboration.
• Problem Solving; Business Acumen
• Initiative and ability to identify, prioritize, build plans and deliver business results.
• Relationship building with internal and external partners at executive levels.
• Proficient in SharePoint, Excel, Access, Word and/or other database and reporting tools.
• Experience with SAP, SOE preferred.
• System and rejection knowledge preferred.

Work Environment:

• This job requires an individual to sit at a desk 4 to 8 hours a day, managing incoming work.
• Role is a hybrid role with approximately 50% of their time within the office.
• Work is performed in an office environment with a moderate noise level and regular distractions.
• Travel of~ 10% Required

Impact:

• Daily impact on customer by providing superior customer service and ensuring fulfillment of customer orders.
• Influences others by analyzing and sharing vital information with business partners to ensure clear consistent business practices.
• Ability to Influence the behavior of others as a leader on the team.
• Occasionally influence or negotiate across departments to accomplish objectives.
• Has daily impact on improving the customer experience by ensuring quality and standard work is followed.
• Use of independent judgment to prioritize work make decision on an order-by-order basis.

Working Relationships:

• Reports to Sr , Open Order Management
• Interactions with vendors internal; partners and customers
• Works cross functionally across the organization

Grainger offers a competitive benefits package, which includes both physical and mental wellbeing programs, as well as learning and development opportunities.

Don't meet every item on our wish list? At Grainger we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every skillset in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger’s hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

Grainger is an Equal Opportunity Workplace. All applicants who we believe to be qualified will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Accommodations are available on request for all persons with disabilities taking part in the selection process.