Manager of Customer Order Management

Since 1852 Smith & Wesson has empowered Americans with the freedom, equality, and security promised by the Declaration of Independence and guaranteed by the Bill of Rights. It is this sense of safety and security that frees us to pursue our goals and dreams, define our future, and fulfill the promise of America.

BENEFITS

• Health, Dental & Vision
• Prescription Drug Coverage
• Employee Assistance Program
• Group Life Insurance
• Disability Insurance
• Investment 401K Plan & Profit Sharing
• Discounted Employee Stock Purchase Plan
• Paid Vacation, Holidays & Winter Shutdown
• Tuition Assistance Program
• Employee Product Discounts
• Service Awards

The Manager of Customer Order Management is responsible for leading the Customer Order Management team to ensure accurate and timely processing of orders and streamlining of order management processes to achieve efficiency.

Education and Experience:

• Bachelor's degree preferred
• Minimum of 3-5 years of relevant work experience required
• 3-5 years' experience leading a team/people management required

Competencies and Skills:

• Proven customer service skills - Strong customer orientation
• Skill using all Microsoft Office products
• Proven relationship skills
• Proven strong verbal and written communication skills
• Proven strong organizational and project management skills
• Knowledge of SAP preferred but not required

Essential Duties and Responsibilities:

• Oversee all order management processing-related activity, ensuring accurate, timely, and fluent processing
• Oversee day-to-day order operations such as verifying customer information, checking inventory numbers, and using operating procedures.
• Prioritize incoming customer requests/needs and execute accordingly.
• Manage and make decisions appropriately to resolve customer concerns in a timely fashion.
• Collaborative professional and interpersonal style; ability to develop credibility and strong, trusting relationships with employees at all levels
• Serve as the point of contact for issue-escalation.
• Develop, implement and actively participate in staff training, as well as evaluate staff performance using established standards
• Follow all organizational privacy rules to ensure customers' personal information is protected
• Develop and nurture strong customer contacts and positive, proactive relationships with retail managers and representatives ensuring open streams of communication
• Ensure processing of incoming orders and daily releases are maximized to achieve revenue goals
• Regularly attend and participate in meetings with upper management representing the Order Management department
• Ensure timely communication of critical items to upper management
• SAP testing and training as required
• Regular attendance (as defined in our policies) is required
• Other duties as assigned

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Physical Demands:

• Works in an office environment.
• Able to sit and work at a computer keyboard for extended periods of time.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment and Personal Protective Equipment:

Within any of our facilities, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing and distribution operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required:

• Safety glasses with side shields and hearing protection required when on manufacturing floor

The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

Revised:

03/21/2023