Order Management Lead

Position Overview:
Leading the in-country (Mexico) retail order management team, in addition to order processing responsibilities, the Team Lead role involves a combination of oversight, leadership, and support functions to ensure the efficient operation of the team and continuous improvement of processes needed to reduce costs and improve service levels. The Order Management Lead plays an integral role ensuring order fulfillment is well executed from order placement to successful delivery to the customers. This lead role acts as a key coordinator between various departments such as sales, logistics, inventory management and with our 3PL partners to ensure customer orders are processed accurately, efficiently and in a timely manner. The efforts of the Order Management Lead and their team contribute to customer satisfaction and overall operating efficiency of the organization. This position will report to the Supply Chain Manager – Mexico and will collaborate closely with the global operations leadership team.

The ideal candidate is a progressive manager who is recognized for their general management, operational excellence, communication, and interpersonal skills. Employing a leadership style that fosters collaboration and demonstrating a track record of outstanding results. Fluent in both English and Spanish. 

Key responsibilities include:

1.    Quality Assurance and Oversight:
•    Conduct spot checks on Coordinator tasks to ensure accuracy and completeness.
•    Review order file daily including BOL units, shipment statuses, routing, and inventory discrepancies.
•    Liaise with logistics and 3PLs to organize timely shipment of orders
•    Monitor email responses to ensure all inquiries are addressed within the designated timeframe.
•    Manage carrier compliance by sending required data to retailers on a weekly basis.
•    Review WHS pick slip reports for accuracy and completeness.
•    Monitor appointment dates/times to prevent backlog and ensure timely rescheduling.
•    Validate small parcel shipments and carrier information transmission.
•    Ensure timely actioning of chargebacks nearing dispute deadlines.
•    Generate and maintain detailed records of orders and customer communications for audit and customer service follow up.

2.    Weekly Stand-up Meetings:
•    Prepare for and lead weekly stand-up meetings.
•    Document meeting minutes and action items for distribution.

3.    Training and Development
•    Play active role in on-boarding and training new hires.
•    Participate in designing and delivering training “refreshers” to team every 6 months (Including key apps and platforms: Oracle, MBI, Omali, QV, HighRadius, Excel).
•    Provide training and guidance to team members with daily activities as needed

4.    Escalation Handling:
•    Assist the team with resolving escalations and complex issues.

5.    Warehouse Projections:
•    Collaborate with other Team Leads and managers to generate warehouse projections twice a week to ensure efficient resource allocation (DC labor, dropped trailers, small parcel carrier capacity, etc).

6.    Audit support:
•    Ensure CSRs are meeting audit deadlines and assist in locating missing documents.

Key Attributes & Skills:

•    Minimum 4 years of experience an order management lead in a CPG company
•    Proven ability to develop innovative solutions for increased productivity
•    Results oriented, focused on the outcome for the team and the company
•    Strong interpersonal skills; able to effectively influence and lead others
•    Strong Microsoft Excel skills 
•    Excellent communication skills both written and verbal 
•    Ability to work well under pressure in a fast-paced environment
•    Well organized and strong multi-tasker; able to manage priorities
•    Data analysis and problem solving
•    Cross-functional collaboration
•    Project management

Education and Experience:

•    A university degree; preferably Commerce 
•    4+ years of experience coaching and leading a team
•    3+ years of experience working in retail or wholesale environments

Location: Mexico City- Santa Fe Region

Hybrid: 3 days a week in office