Position

Supervisor II, Dealer Order Management

Location

Duluth, Georgia

Job Description

POSITION PROFILE

This position is responsible for supervising the Dealer Order Management and Parts team by providing operational support to the Ricoh Dealer Channel and Sales personnel. Will assist in identifying the root cause of problems brought to the team by internal and external customers. Ensures issues are resolved to prevent future disputes or issues. Responsible for managing the Area/Region order pipeline to support revenue forecasting and analysis, and to provide proactive issue resolution to optimize the flow of orders to invoice. Works with Accounts Receivables team on collection issues and customer disputes requiring a high degree of account management. Accountable for department policy and procedures. Trained to handle and conduct job performance counseling and will conduct this activity as needed. Manages all functions related to ensuring timely, accurate processing and invoicing of orders; swaps, warranty, damage claims, and lease administration at the highest degree of quality while ensuring customer satisfaction and reducing overall invoice correction.

JOB DUTIES AND RESPONSIBILITIES

• Staffs, manages, and motivates team of 10 to 15 non- exempt employees.
• Conducts team member's performance appraisals with management approval.
• Tracks and records payroll for direct reports.
• Ensures team executes objectives by use of departmental plans, Individual Development Plan (IDP) and performance reviews.
• Support and enforces department goals for accurate revenue and key performance indicators.
• Communicate and support department policy and procedure.
• Assists team members in identifying the root cause of complex problems encountered by customers with the ability to identify resolution needed to communicate an action plan to Sr. Leadership.
• Will work in conjunction with internal and external customers at the highest level to ensure accurate and timely resolution of problems, billing, or order entry issues to resolve/prevent delinquent payment.
• Monitors and documents monthly activities and performance of the department, i.e. service level and abandon rate.
• Coordinates development and training for respective team.
• Responsible for developing strong working relationships with internal and external customers.
• Ability to deliver clear and concise communication to internal partners, customer, and senior leadership.
• Responsible for the end-to-end process to include all aspects of Order Management and Parts.
• Accountable for the timely flow of orders through the process pipeline with the objective of minimizing cycle time while maximizing productivity and quality.
• Reinforces a One Team mindset by collaborating with internal partners which include:
• Customer Engagement, Accounts Receivable, Sales, Dealer Services, Supply Chain, and Technology Services
• Recommends and/or supports innovative procedures to improve productivity and efficiency while ensuring the highest level of quality.
• Monitors/reviews monthly activities and performance of respective team.
• Participates in the hiring, selecting, and developing a talented and diverse workforce.
• Responsible for ensuring that excellent customer service is consistently delivered to all internal and external customers.
• Ability to facilitate professional meetings with internal and external customers with little to no supervision.
• Maintains efficient workflow by holding teammates accountable for quality and efficiency of their work.
• Completes reports and other paperwork accurately and timely.
• Performs other duties as assigned.

Job Description Continued

Additional/Alternate Work Locations (if applicable)

Ricoh USA Benefits