Director of Order Operations

STEPHEN GOULD

Stephen Gould is the largest independent custom product and packaging solutions provider in the United States. Celebrating 80 years of service while privately held and family owned, we have grown into an international organization. With headquarters in Whippany, New Jersey, 40+ locations in six countries, we have grown tremendously while staying true to our 5 Principles: People First, Attitude Matters, Deepen Trust with Every Engagement, Consistent and Flexible, and Leverage Our Vast Network and Experience. (https://www.stephengould.com/our-story/#5-principles).

At Stephen Gould you will find challenging work, a creative, fun work environment, and leadership that supports an entrepreneurial spirit.  We have a proven track record in retaining employees for the duration of their career.  Positions come with excellent benefits, competitive compensation, career development opportunities, and workplace flexibility.  At Stephen Gould, we recognize that maintaining a happy, healthy and productive workforce is essential to business success in the industries we serve.   People are the core of what we do. We value people that have a strong work ethic, but also enjoy working in a collaborative, fun environment.

Overview:

Reporting to the VP, Finance and Corporate Controller we are looking for a Director of Order Operations (Order-to-Cash processing) to partner with Branches, Accounting, Legal and other cross-functional departments to execute and improve order to cash processes and systems. You will be someone who develops scalable business processes, systems, and customer service standards to deliver efficient order processing creating visibility through continuous improvement reviews. Oversight includes but is not limited to sales order processing, order entry, administration, vendor invoice management, freight and credit/billing.

You will lead a global order operations team of (4 direct reports and approximately 70 indirect employees) directly responsible for underlying processes and programs.

Responsibilities:

• Provide strategic direction to Order Operations team (“Team”) to adopting best practices in scaling, processing, and provisioning to enable operational scale and growth initiatives.
• Work with key stakeholders and cross-functional teams to identify problems, process gaps and drive on-going process improvements on order processing, invoicing, and collections workflows.
• Manage the "gray" areas especially when it comes to balancing growth with operational efficiency; develop win-win solutions as we grow and develop our technology footprint that supports the backend financial processes.
• Performance Management Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving. Take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Manage daily operations with respect to customer service and sales order processing ensuring continuous improvement in processes, resolution and response times.
• Establish and monitor key performance indictors within customer service.
• In conjunction with Stephen Gould (“SG”) branches, address and resolve escalations in the timeframes outlined in procedures.
• Directs quality and timely assistance for Customers (both internal and external referenced hereafter)
• Builds productive Customer relationships with all the key stakeholders / customers across the SG platform to promote and deliver a high level of proactive service to maintain a high degree of customer satisfaction.
• Ensures that all documentation (process flows, desktop procedures, policies, procedures, control documentation, etc.) is accurate and complete and maintained.
• Monitors the health of the order flow including prevailing trends and backlog impacts through the creation and monitoring of reports and key performance indicators.
• Manages Complexity- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

QUALIFICATIONS / REQUIRED KEY SKILLS

• Bachelor’s Degree Required (Finance, Accounting or Business Preferred)
• 8-10 years of experience holding roles with increasing responsibility.
• A change-agent with strong collaboration and influential skills.

• Improvement of Transaction Processes-Innovate, initiate, formulate, and implement business practices that deliver smooth processes allowing for better financial transactions across the enterprise.

• Experienced in a multi-site company with a shared services support structure.
• Lean Six Sigma experience is a plus.
• Metrics driven with know-how to develop alignment & accountability within your team.
• Able to break down and solve complex, ambiguous problems with a demonstrated track record of high performance.
• An excellent communicator and a people manager. You lead with strong internal communications, support and guidance and accountability with your team.
• A proven leader in training and developing motivated teams; a proactive leader and effective coach committed to the development and engagement of their team.
• An operationally excellence execution-oriented leader and multi-tasker. You're process and high impact driven.
• Passionate in continuous process improvements with a mindset that challenges status quo.
• A self-starter and team player and able to work in a fast-paced and rapidly changing environment.
• Possess the ability to respond to, prioritize effectively and meet deadlines while maintaining the highest of standards for completeness and accuracy.
• Effective and decisive under pressure.