Lead Customer Order & Fulfillment Specialist

<p>Around the globe, we help cities and industries manage, optimize and make the most of their resources. We provide an array of solutions related to water, energy and materials to promote a cleaner more sustainable world for all of us.<br />
<br />
The collective expertise and passion of our people, combined with a broad portfolio of over 10,000 technologies, makes us uniquely positioned to deliver solutions that positively impact the environment. Come be part of something special - start your journey today!<br />
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As the Global Process Lead- Order Fulfillment on the Customer Service team, reporting to the CSC COE Leader, you are accountable to manage, action and transform the CSC Team in our journey of enhancing the overall customer experience.<br />
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<b>Essential Responsibilities may include but not be limited to:</b></p>

<ul>
<li>
<ul>
<li>Ownership/updating of CSC Order Entry and Order Management Work instructions/SOP&
39;s documentation including Export, Inter-company</li>
<li>Ensure standard work through development of work documentation and training to standards (ISO/QMS)</li>
<li>Develop Audit KPI&
39;s for order entry and order/Case management processes to ensure compliance</li>
<li>Blueprint of CSC Order Entry, Order management &amp; SFDC Quality Audits and related processes</li>
<li>Responsible for Requested Delivery Date, Confirmed Delivery Date, Order Acknowledgement, Back Order, Open Orders, Delivery Block, Incompletion Log processes and similar</li>
<li>Track, report, and review Order Entry &amp; Order management KPI&
39;s on a regular basis to drive continuous improvement. Establish action plans for KPI&
39;s not meeting goals</li>
<li>Prepare Leadership reports on trends/analysis/RCA&
39;s/ for KPI performance</li>
<li>Assist in the design and implementation of strategic action/training plans based on results from Quality Defect trends to improve Quality and a reduction of CSC errors</li>
<li>Manage the documentation within CSC Libraries on SFDC to ensure it meets ISO/QMS requirements</li>
<li>Ensure compliance /audit readiness - review all Order Entry SOP&
39;s frequently</li>
<li>Develop key relationships across other Functional areas of the business to maintain best in class fulfillment</li>
<li>Conduct Voice of the Customer Surveys to solicit feedback and highlight CSC&
39;s areas of opportunities</li>
<li>Define Escalation management process</li>
</ul>
</li>
</ul>

<p><br />
<b>Qualifications / Desired Characteristics</b></p>

<p>&nbsp;</p>

<ul>
<li>Bachelor&
39;s Degree - preferred focus in Business / Supply Chain.</li>
<li>5+ years in a Performance Improvement role</li>
<li>Experience in Lean / 6 Sigma (Green Belt / Black Belt), ISO 9001 methodologies</li>
<li>Proven problem-solving skills; ability to make responsible decisions in complex situations</li>
<li>Ability to excel under pressure, multi task and prioritize for his/herself and others</li>
<li>Proficient with Web Analytics tools like Tableau</li>
<li>Exceptional and concise verbal and written communication skills</li>
<li>Strong acumen in creating executive level Presentations</li>
<li>Experience creating process flow charts in MS Visio/Draw.io</li>
<li>Strong documentation skills with the ability to break down complex processes into understandable chunks</li>
<li>Demonstrated expertise of SAP and other software systems (Outlook, Excel, Word, PPT, SalesForce/ Service Cloud Management Experience)</li>
<li>Flexibility to work after normal work hours</li>
<li>Some travel will be required</li>
<li>The selected candidate will work out of one of the following Suez WTS offices geographically: Oakville, Canada; Trevose, PA USA; Minnetonka, MN USA. The position can also be 100% remote for the well qualified candidate, working NY EST office hours.</li>
</ul>

<p><br />
We offer competitive compensation and benefits working in a dynamic environment with challenging projects and training provided to ensure your success.<br />
<br />
We realize diverse teams make smarter decisions, deliver better results, and build stronger communities. We&
39;re an organization that champions diversity and inclusion at every level and are proud to be an equal opportunity workplace!<br />
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