Order To Cash Team Lead

Company Name:
We are currently seeking an Order to Cash Lead to join our North America Customer Service Organization working out of our Fairfield, CA facility.
This position is responsible to lead, manage, coach and develop an order to cash team consisting of customer service representatives (CSRs) and a credit analyst dedicated primarily to a certain category but not limited to just one. This position ensures their respective teams deliver on customer satisfaction and cash collection metrics while supporting the commercial business objectives. Success of the role is determined by improved working relationships with internal/external business partners and enhanced customer satisfaction as measured by key process improvements.
Principal Accountabilities:
(All other duties as assigned)
- Lead, manage, coach and develop an Order to Cash team consisting of Customer Service Representatives.
- Provides training and support for designated Order to Cash team including, but not limited to:
Onboarding training for new team members and/or new hires
Initial training for newly developed processes and/or systems
Insure cross training on the team for other categories
- Drives consistency, integration and standardization of processes where/when needed i.e. Customer Service Guidelines, New SKU Request process, repacks etc.
- Responsible for the collection and maintenance of customer accounts including posting all cash, clearing all deductions and collection of all outstanding invoices as measured by key metrics.
- Resolves operational and/or escalated customer issues.
- Effectively and efficiently identifies issues, including escalated customer complaints, and takes appropriate action to resolve in a timely fashion.
- This position will also provide world class customer service on assigned accounts.
- Prepares and conducts mid-year and year end performance evaluations on the CSRs in their team.
Scope and Impact:
The Order to Cash Lead is a highly visible position both inside and outside of North America (NA) O-I with frequent interaction with key customers. The ability to handle multiple tasks, assignments, issues and prioritization of same is critical. As a member of the NA Customer Service Organization, this role will be assigned to a specific category and/or geographical team. The position will interact and gain alignment with other NA business partners, including but not limited to, Production Planning, Manufacturing, Transportation, Pricing, Accounts Receivable and Information Technology. The position will require the incumbent to be well versed in all key customer service processes, supporting systems and software, and their impact on customers and O-Is key priorities. In addition, due to the high internal/external visibility of this position, the incumbent must exhibit excellent interpersonal skills.
Position Requirements
Education and Experience:
- Bachelor degree plus 2-5 years customer service or related commercial experience in a manufacturing environment.
- Or 10 years experience managing in a similar function.
- Proficient User of Microsoft Office (Excel, Word, Power Point)
- Accounts Receivable experience preferred
- Lean Six Sigma Yellow Belt Certification preferred.
- SAP experience preferred.
Reporting Relationships:
(Include a current organization chart; include both old & new org charts for Department re-organizations)
This position reports to the Order to Cash Manager.
The Order to Cash Lead has Customer Service Representatives as direct reports.
Travel Requirements:
Less than 15%.
Must be able to perform the essential functions of the job with or without reasonable accommodations.
Must be authorized to work in the U.S. on a full-time basis.
To apply, visit the following link: http://careers.peopleclick.com/careerscp/client_owensil/external/jobDetails.do?functionName=getJobDetail&jobPostId=3744&localeCode=en-us
About O-I:
Owens-Illinois, Inc. (NYSE: OI) is the world's largest glass container manufacturer and preferred partner for many of the world's leading food and beverage brands. The Company had revenues of $7.0 billion in 2013 and employs approximately 22,500 people at 77 plants in 21 countries. With global headquarters in Perrysburg, Ohio, USA, O-I delivers safe, sustainable, pure, iconic, brand-building glass packaging to a growing global marketplace. For more information, visit www.o-i.com .
O-I's Glass Is Life movement promotes the widespread benefits of glass packaging in key markets around the globe. Join us in the #betteringlass conversation at www.glassislife.com .
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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