Senior Manager, Order Management

Purpose of role: Responsible for direct management of open order, national account and escalation team.

Our Offer to You:

• Improving the quality of life of millions of people suffering from hearing loss
• A challenging and motivating assignment as part of a dynamic team
• Modern mindset and processes, accommodating flexible working conditions
• Opportunities for further responsibilities and support for further training and development
• Sonova's outstanding opportunities and career growth

Main Tasks and Responsibilities:

• Provide guidance and development to direct reports, comprised of individual contributors and supervisors
• Continual daily review and monitoring of open customer sales orders - current and past due to various technical and process related gaps, issues, and inconsistencies that impact customer requirements
• Work cross-functionally on challenges such as inventory availability, shipping requirements and any other special handling of customer sales orders
• Monitor and manage list of orders eligible for delivery to ensure deliveries occur
• Review and manage short ship instances via system reports directly with the end customer and support existing customer support team with issue mitigating challenges
• Continuous collaboration with Production and Transportation teams to ensure product availability within company guidelines for customer required dates of shipment
• Recognize and respond to changes in demand, capacity constraints and marketplace dynamics to minimize disruption and preserve customer relationships
• Apply critical thinking and advanced problem-solving skills in assessing inventory availability via system logic for confirmed and unconfirmed product to specific sales orders
• Ability to switch between various fulfilment methods i.e., stocked inventory, 3rd party distribution center, cross-dock and drop-ship order and fulfilment processes
• Handling of effective communication between internal teams and end-customers throughout the lifecycle of an order
• Accurately determining various errors that are either systemic and/or non-systemic from order entry to shipment fulfilment to invoicing - matters such as but not limited to; incompletes, iDocs, order blocks and master data irregularities
• Initiate account master updates in various including but not limited to; customer contacts, fulfilment variations such OTTR (On Time to Required), short ship with back-order and short ship with back-orders cancelled
• Work with multiple internal departments to resolve issues while identifying root cause and propose recommended solution(s) to the leadership team
• Recommend changes/improvements/enhancements to processes and procedures to improve departmental efficiencies. Work with cross-functional teams to ensure feasibility. Closely monitor such changes to ensure the desired result is achieved
• Extract, interpret and analyze open order reports in a concise and clear manner to present and discuss during leadership meetings
• Identify patterns and trends on challenges being faced with sales order not advancing to fulfilment stages
• Utilize all available resources to ensure accurate communication to customer
• Effectively resolve product shortages through communication internally and externally
• Maintain consistent documentation record of order information and notes in SAP
• Update system to reflect order, product, and date changes
• Acknowledge, research, and resolve customer requests in a timely and complete manner
• Maintain updated documentation for all assigned customers' requirements
• Escalate ongoing/significant issues impacting order fulfillment with appropriate urgency
• Support Supervisors with training needs and monitoring of sales order volume
• Assists and supports Customer Support Specialists, in troubleshooting orders that escalate
• Acts as a resource in resolving customer issues by utilizing excellent process knowledge and strong communication skills
• Provide support on company projects with intention of becoming the subject matter expert
• Work with team members on ad-hoc issues, escalation, and be the appointed super user
• Support department as required during absences or increased workload periods.
• Other duties as assigned

Education and Skillset:

• High school diploma or equivalent, Bachelor's Degree preferred
• Minimum 5 years of management experience
• Minimum 8 years of experience in a customer service / order management environment or relevant work experience
• Knowledge and expertise of production, distribution and transportation
• Proven ability to manage and motivate employees
• Driven, self-motivated, and results oriented
• Passionate about servicing customers
• Excellent proactive interpersonal, written and verbal communication skills
• Ability to collaborate effective within a team setting
• Problem analysis and resolution skills
• Strong written/verbal communication, organizational, and planning skills
• Demonstrated ability to adjust priorities and mange time in a fast-paced environment
• Previous experience with Work Force Management system
• Excellent computer skills
• Expert with Microsoft Applications, and web interface
• SAP, Tableau and Salesforce.com or equivalent systems

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact

Health Benefits and Perks:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth Options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO, floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.