Customer Order Scheduler

Job description

The role involves scheduling and managing customer orders across multi-product lines using SAP and Kinaxis systems, ensuring efficient delivery within agreed timelines and meeting service level agreements (SLAs). Responsibilities include resolving complex order-related issues, escalating when necessary, and maintaining clear communication to provide excellent customer service. The position also requires developing monitoring processes and metrics for management, preparing reports, and responding to inquiries regarding orders, product availability, lead times, and pricing.

Additionally, the role emphasizes collaboration with internal teams such as Sales Operations, Logistics, Procurement, and Order Management to prioritize orders, address material availability issues, and optimize delivery schedules. Proactive problem-solving, multitasking, and the ability to work independently or in a team are essential. Advanced skills in SAP, Kinaxis, and Excel are utilized to execute responsibilities effectively, while continuous improvement and serving as a backup for other schedulers are integral aspects of the role.

Responsibilities

Schedules customer orders in a multi-product line, SAP and Kinaxis environments. Coordinates customer orders, expedites within agreed upon timelines, efficiently meeting SLAs. Provides excellent customer service by quickly resolving complex issues related to orders, escalating as appropriate with clear and concise communication. Develops and maintains a monitoring process and metrics for management based upon tasks, goals and timeframes.

Prepares and delivers reports to senior management. Responds to internal teams inquiries related to open/closed orders, product availability, lead times and pricing. Able to multi-task and work well in a team and individually. Manages all aspects of customer order prioritization, proactively identifying and overcoming obstacles. Collaborates with internal teams to expedite order scheduling and to resolve issues efficiently.

Interfaces with Sales Operations regarding part allocations and order prioritizations. Works daily with Logistics team to maximize daily and weekly customer order delivery creation and shipment. Utilizes exceptional SAP , Kinaxis and Excel skills in the execution of responsibilities. Coordinates with Procurement, Order Management, Logistics etc. to resolve material availability / order issues. Monitors and proactively address issues pertaining to customer order schedules.

Seeks ways to improve upon the status quo. Serves as backup to other schedulers as needed.

Qualifications

You have: SAP or other ERP systems Kinaxis / Rapid Response OR other advanced Planning and Scheduling (APS) software. Microsoft office tools – Teams, Excel, PowerPoint, Word Business Intelligence software – Power BI / Tableau SharePoint Strong analytical skills with good computer literacy in Microsoft Office, SAP, Kinaxis. Good communication skills (written and oral). Possess good attention to detail and able to follow through on issues.

Deadline driven with the ability to work in a fast-paced, team-orient environment. Problem-solving skills with the ability to accomplish tasks and navigate situations with limited, sometimes ambiguous information. Comfortable working remotely and with team in different time zones. Good knowledge of MRP, scheduling and order management processes. Bachelor’s degree with 8+ years of related work experience OR Master’s degree with 5+ years of related work experience.

It would be nice if you also had

Work experience in the High tech, Telecommunication industry OR client order management.