Fleet Operations Specialist

POSITION PURPOSE: Provide order management support to include problem resolution, proactive recognition of potential issues relative to order fulfillment for all orders serviced by our distributor network (6K). Provide excellent customer support via phone and/or email, maintain business relationships by promoting customer loyalty through service excellence and the ability to support multiple accounts. Work well with internal departments and external support teams as needed.

• Manage open orders current and past due and expedite requests specific to Fleet & OEM accounts being serviced by all distribution facilities
• Monitor and manage list of orders eligible for delivery to ensure deliveries occur
• Work with distribution partners to promote service alignment with OWI expectations, and distributor capabilities
• Review and manage shipment discrepancies via report directly with end customer and process orders as appropriate
• Manage distributor partner communication on all relevant orders
• Remain in constant communication between relevant sales teams and operations as well as other cross-functional teams
• Partner with supply chain to work with distributors on resolution of inventory or order related issues
• Own the distributor road maps and work closely with the sales, pricing, customer service and operations teams
• Manage the communication of key distributor partner performance reports, outlining KPI's and expectations
• Work with cross-functional teams to provide routine auto-fill recommendations
• Manage blanket contracts for product replenishment ensuring no 'run-outs' including but not limited to; blanket contract audit, setting up of new contract, extending existing contract, adequate replenishment order shipments/cycles frequency and customer location capacity limitation
• Analyze end-user delivery history to provide auto-fill recommendations, and work with the Distributor Support team to adjust existing schedules, when necessary
• Onboarding of new distributor partners as new distribution points while maintaining changes to existing distributor partners
• Communicate internally any changes to distributor policies and procedures and work with distributors on potential policy changes
• Completing reports as required and liaising with the sales and customer operations team
• Resolution for proper credit/debit and invoicing processes and working thru any ancillary charges stemming from distributor shipments
• Working with distributor partners, customers, and transportation partners to ensure smooth operations at all times
• Ensuring QA compliance in line with Company procedures and regulated standards
• Manage, provide assistance, training and support to maintain OWI B2B Portal with distributor partners
• Ownership of all B2B Portal support including but not limited to end-customer orders, distributor orders, and vendor direct orders.
• Using SAP and other ERP systems accurately and competently.
• Field customer end customer calls regarding products, order information, shipment ETA's and freight issues
• Works in conjunction with transportation planners for orders pending shipment
• Follow up with production department to ensure product availability within company guidelines for distributor partner orders meeting required dates of shipment.
• Identify and work thru order challenges to prevent downstream issues such as billing discrepancies
• Provide documentation to customers as required (invoice, POD, BOL, Customs, C of A)
• 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.
• Actively contributing to team meetings in terms of reporting and seeking ways to make improvements and efficiencies.
• Support efforts to ensure that enough distributor inbound stock is made available, and allocated, to meet outgoing orders
• Engage with distributors to understand any pain points, and work internally with the Distributor Support team to address
• Ability to think outside the box and deliver solutions when problems arise
• Other duties as assigned

• Associate Degree with general business concentration or equivalent experience preferred
• Intermediate MS Office suite skills required.
• Knowledge SAP and Salesforce.com or equivalent systems highly preferred
• Excellent proactive interpersonal, written, verbal communication and team skills
• Ability to assess situations and make recommendations to resolve issues
• Must be able to multi-task and prioritize workload in a fast-paced environment
• Must be able to work independently as well as in a team environment
• Reliable, committed and driven characteristics
• Excellent interpersonal and phone skills