Senior Manager, Order Management at Zoro

| Northwest Suburbs
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Company Summary: 
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers 6 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 450 team members and reaching annual revenue of over $700 million. Add to that our award-winning culture—we were named a Great Place to Work for 2019-21, among other accolades—and we think Zoro is a pretty amazing place to work and grow.


Imagine what you could help us achieve as a Senior Manager, Order Management!


Primary Function:

As the leader of the Supply Chain Order Management team for Zoro, you will be responsible for and acting as the face of Supply Chain to our trading partners and our customer service team. This position is responsible for overseeing the resources including the people, systems, processes and tools required to manage the overall sales order management lifecycle and the related activities required to support the execution of the revenue plan to provide best in class customer service and delivery performance.


We are looking for a self-driven, analytical, leader to manage the team of 5+ order management specialists and all aspects of the order management function with emphasis on improving operating results and streamlining existing processes. In this position you will work with multiple functions such as Customer Service, Finance, Logistics, Supply Chain, etc. to meet customer needs with a focus on business process improvement and delivering better customer experiences. This person will be responsible for handling the day-to-day processing of order exception resolution and will also act as a primary point of escalation in support of customer inquiries. As scaling and automation are a top focus in 2021, this person should be able to demonstrate the ability to drive process & systems enhancements (NetSuite & SAP) and by data driven to help us increase efficiency and reduce costs.

In this role, you should have an analytical mind and strong business acumen. Problem-solving skills and attention to detail are essential. If you also have experience in logistics and supply chain processes, we’d like to meet you.


You will work with Grainger Supply Chain partners, especially with the Distribution Centers, to execute order and fulfillment activity in a manner that enhances the customer experience and the company’s inventory/logistics objectives.

Also, you will partner with third party logistics firms that provide fulfillment services for products that drop ship directly from the manufacturer to Zoro’s customers.
Your goal will be to help our supply chain run as smoothly and profitably as possible.


Duties and Responsibilities: 

  • Direct all aspects and overall management of end-to-end, customer order activity through the order fulfillment cycle, including returns for all fulfillment channels to ensure that product delivery conforms to customer and quality standards focused on “aspiring to be customer-obsessed”.
  • Lead an effective team of Order Management professionals in the management of sales order exception management and support issues related to customer inquiries, accounts receivable and accounts payable research and resolution.
  • Ensure order-to-cash operations consistently drive speed of execution & operational efficiency to address order exceptions, including customer inquiries related status for shipments, cancellations, past dues and expedites.
  • Demonstrate expertise in problem solving leveraging application tools including NetSuite ERP, Excel or Google Sheets, business intelligence and ticketing platforms.
  • Participate in cross-functional projects that are intended to scale the business and streamline the order management workflow. Responsible for improving upon order cycle time, delivery and several SLA-related KPIs.
  • Support responses to customer inquiries with effective ticket management via phone, e-mail, live chat, etc. aligned with Zoro’s brand and company values to ensure that business metrics support SLA’s and company goals.

Qualifications:

  • Solid competence in the areas of Order Management, Transportation/Logistics and Supply Chain
  • BA/BS required. MBA or Master Degree preferred. 5+ years of management experience with proven success building and upscaling teams
  • Strong problem solving and analytical mindset with an ability to influence decisions with teams without direct management responsibility.Comfortable analyzing large data sets and using that analysis to drive business plans and priorities
  • Critical-thinking and innovative problem-solving skills – dissect and determine root causes of problems, and implement solutions with exceptional financial acumen, with a focus on understanding the cost/benefit of varying solutions. 
  • Proven ability to lead successful teams by driving large volumes of high quality work, coaching team members for maximum professional growth and inspiring maximum team member engagement. Ability to manage and prioritize projects, and to delegate tasks appropriately.
  • Articulate and persuasive communication skills, both written and verbal; excellent verbal and written communication skills, and requires independent analysis and decision-making.
  • Ability to keep multiple functions moving forward at once
  • Proven ability to lead successful teams by driving large volumes of high quality work, coaching team members for maximum professional growth and inspiring maximum team member engagement.
  • Demonstrated ability to embrace change, demonstrate agility in relation to change and persuade/lead others through the change to minimize team disruption. Ensure a continuously high performing team.
  • Experience in data mining, analysis and reporting
  • Familiarity with supply chain processes (e.g.inventory planning, warehouse management)
  • Working knowledge of MS Office, relational databases and ERP systems (e.g. SAP)
  • Analytical mind with business acumen
  • Problem-solving aptitude
  • Attention to detail
  • Excellent communication skills
  • Outstanding organizational ability
  • Demonstrated ability to embrace change, demonstrate agility in relation to change
  • Domestic travel required approximately 10% of the time


 

Final note: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective. 


Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
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.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • DjangoFrameworks
    • Google AnalyticsAnalytics
    • JIRAManagement

Location

One office is located in the West Loop, offering diverse eateries and steps away from nightlife! The other is in the northern suburb of Buffalo Grove.

An Insider's view of Zoro

How would you describe the company’s work-life balance?

We are driven and work hard, because we are growing like crazy! We are in this together because we want to be, not because we have to. On the flip side, I've never missed one of my kid's ball games, concerts, parent-teacher conferences, and when I take a vacation, I'm actually allowed to take it (of course, I'm available if you need me, team)! :-)

Adam

HR Leader

How do you empower your team to be more creative?

Zoro has an awesome test and learn culture where you can try new things and see what works and what doesn't and, most importantly, learn from those lessons and drive improvements. We constantly look for ways to do that - whether it is tools, engagement, processes or empowerment. We share best practices, feedback and suggestions from our agents.

Dawn

Director, Customer Service

What does your typical day look like?

As a Financial Analyst with Zoro’s Finance team, my typical day starts with generating daily sales reports and sending it over to our headquarters. Then, I talk to business unit owners and gather information that would impact our financials. Zoro has an encouraging collaborative environment…everyone is easily approachable!

Margaret

Sr. Financial Analyst

What are Zoro Perks + Benefits

Zoro Benefits Overview

Very competitive package - beyond your base salary, we offer bonuses, a 401(k) match and additional 401(k) incentive contribution, a full-scope of medical/dental/vision/life insurance benefits, voluntary benefits, shuttle service, a bunch of free food (free coffee, soft drinks, snacks, and free meals from time-to-time). Our North Suburb office has a subsidized cafe inside our offices that is a breakfast/lunch spot and coffee bar, in addition to a game room, recreation area and a rock room... yes a rock room... bring your axe and rock out on a break!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Through period live trainings and webinars, it is important for all of our Zoro team members to collaborate, ideate, operate without bias!
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Zoro has an Inclusion Council comprised of a diverse group of team member volunteers across all levels within the organization to build awareness and strategize on DEI initiatives.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Optional Voluntary Benefit
Wellness Programs
Discount partnership with Sky Fitness.
Onsite Gym
Buffalo Grove equipped with workout bench, dumbells, free weights, a basketball court, badminton court, ping pong, air hockey, bags, golf net, outdoor volleyball, and we've even played quiddich!
Team workouts
We've offered yoga, kickboxing, mindfulness, walk-a-thons, and other sessions for our team members to explore ways to strengthen physical, emotional and spiritual wellness.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
3.5% contribution by Zoro on a bi-weekly basis (whether you contribute or not). Additional 3.5% target contribution based on annual company performance.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
We've won a Dave Thomas award for having a solid adoption assistance program - that's pretty cool!
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Starting at 18 days per year with carryover option of up to 5 days.
Paid Volunteer Time
We like to give back to the local community. We have team builders focused on helping a variety of philanthropic organizations.
Paid Holidays
Zoro offers all employees paid time off to observe all major holidays.
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
We feature a range from shorts and t-shirts to those who embrace "Tie Tuesdays". Wear what makes you comfortable, but you may want to clean it up if you have an important customer in town!
Commuter Benefits
In our North Suburb office, we feature shuttle service to/from Buffalo Grove, Highland Park, and Deerfield stops. Also a commuter benefit program available as a voluntary benefit.
Company Outings
We've done many of these. From ball games to luaus to olympics to the zoo - Zoro finds ways to treat employees to lots of fun.
Game Room
Basketball, bags, driving range net, ping pong, badminton, video games, music room... we even played quiddich in our warehouse for our Harry Potter-themed Halloween event!
Stocked Kitchen
All offices feature coffee, soft drinks, sparkling water, tea, popcorn machine, random snacking opportunities, as well as an on-site cafe in our North Suburb office.
Some Meals Provided
Happy Hours
Sometimes happy hours provided by the company, but many team members get together outside of work because they want to, not because they have to!
Parking
Recreational Clubs
Softball, bowling, and dragon boat racing team... yes, dragon boat racing!
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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