Manager, Order Management in Ottawa at Curtiss-Wright

Date Posted: 7/24/2019

Job Snapshot

Job Description


Manager, Order Management


We are looking for a Manager to lead our Customer Service team to success! Reporting to the Senior Director, Supply Chain and Customer Services this role provides leadership for the delivery of order management and repair services. We are the primary interface to our customers' procurement organizations and the success of our business relies on ensuring a positive experience. The successful applicant will be a motivated professional who strives to provide the best customer experience possible in support of customer satisfaction objectives established to drive continued market penetration and business growth.


RESPONSIBILITIES


• Management of customer deliverables and timely, accurate provision of status of customer orders from time of order receipt to shipment of product/services.


• Tracking and expediting of the internal Contract Review and Order Acknowledgement processes, ensuring alignment with quotations, customer orders, and Curtiss-Wright quoted commitments.


• Effective communication of customer order details to internal Curtiss-Wright teams to ensure all customer requirements and flowdowns are met.


• Work in partnership with Planning and Program Management to assess and manage introduction of Engineering Change Orders (ECOs) to customers.


• Act as the voice of the customer, escalating issues impacting customer deliveries as required, and renegotiating delivery dates with customers when necessary.


• Be the first line of support in interfacing with customers on a daily basis, acting as the primary liaison between the customer and Curtiss-Wright internal functions, using sound judgement to provide resolution to customers.


• Ensure that Program and Sales Managers are kept informed of order and customer status.


• Support the Curtiss-Wright Finance team to resolve customer payment issues.


• Liaise with Curtiss-Wright Lifecycle Services Analysts to manage product obsolescence issues.


• Analysis and interpretation of MRP and CRM system data to produce customer metrics in support of internal Curtiss-Wright and external customer business reviews.


SKILLS


• Customer-focused, action-oriented, timeline-driven, and adaptable within a fast-paced, dynamic work environment.


• Team player with excellent interpersonal skills, able to effectively communicate to senior management levels both internal to Curtiss-Wright and externally with customers.


• Superior organizational and decision-making skills.


• Ability to negotiate with a "win-win" attitude.


• Understanding of International Traffic in Arms Regulations (ITAR) processes and associated export policies and restrictions.


EDUCATION/EXPERIENCE


• Bachelor Degree or equivalent.


• Minimum 5 years' experience in customer service management role.


• Strong computer skills including MS-Office, MRP and CRM systems (SAP and/or Pivotal knowledge preferred).



This position may require exposure to information which is subject to US export control regulations such as the International Traffic in Arms Regulations (ITAR). All applicants must meet eligibility requirements of the ITAR and of the Controlled Goods Directorate (CGD). 


Curtiss-Wright values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.