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Associate Manager, OTC (Order to Cash) Operations

Kng Technical Inc in Kanata, ON K2V 1B8 Canada

Primary Responsibilities

§ Leads Canada Order to Cash Team to deliver superior customer service to retail and institutional customers. Work collaboratively with team to optimize order flow, accounts receivable and customer dispute management.

§ Continuously reviews performance of team, monitors the achievement of performance targets and holds self and team accountable for performance, behavior and results. Provides feedback, developmental and training opportunities to team.

§ Manage order to cash function for Wal-Mart including: order management, inventory allocation, lead times, delivery dates, account receivables and deduction management. Communicate with Wal-Mart on receivables to drive AR and DSO.

§ Analyze Wal-Mart forecast data, sales trends and current store inventory levels to develop replenishment strategies. Monitor and manage store in-stock levels and store forecasts using Wal-Mart Retail Link CPFR tool, DSS (Decision Support System), and DPF (Dynamic Policy Files).

§ Collaborate with Wal-Mart replenishment manager to review key performance indicators, identification of issues and plans for resolution. Partner with Wal-Mart replenishment manager to meet inventory and service level goals and recommend/implement changes to the Inform replenishment system.

§ Responsible for the inventory supply within North America Supply Chain and Retail and Institutional Sales. Ensure short supply inventory is allocated fairly among customers as directed by Sales.

§ Build and maintain relations with counterparts in U.S. OTC organization. Share best practices to drive optimal performance in the Canadian OTC function. Supports, implements, co-ordinates special projects as assigned by management. Utilizes other team members and departmental resources to realize project objectives.

§ Primary Liaison and point of contact with third party logistics Customer Care Team Lead. Promptly resolve delivery and returns issues. Provide recommendations and expertise to implement productivity improvements.

§ Creates and maintains strong working relationships with peers, customers, sales organizations, finance, IT and 3rd party logistics services in order to effectively produce an outcome beneficial for the customer

§ Creates an environment of continuous improvement. Analyzes issues and interprets data from a variety of pertinent sources to identify root causes and implement corrective action to prevent reoccurrence.

§ Exercises a high degree of adaptability in dealing with an ever-changing complex retail customer and overall work environment.


· Bilingualism English/French (oral and written) with strong interpersonal skills is strongly preferred.

· Experience in a team environment as well as autonomy.

· Ability to influence results through internal and external customers.

  • Superior customer service skills and empathetic customer communication approach.


· Minimum 2 years of experience in customer service or sales support within a supply chain management, logistics or retail environment.

· Experience with Retail Inventory Replenishment System, preferably Wal-Mart Retail Link reporting system and CPFR.

· Understanding of OTC performance metrics, replenishment strategies and a basic knowledge of inventory management and replenishment systems.

· Knowledge of warehousing, transportation and inventory relative to order processing, distribution and delivery of orders.

· 2-3 years strong analytical and organizational experience with the ability to prioritize tasks and objectives and manage special projects.

· Experience in leading, supervising and motivating individuals in a team setting.

· Experience in developing key performance metrics to establish baseline performance of unit/team’s capability.

· Thorough working knowledge of SAP Order to Cash System.

· Experience in Business Objects and Microsoft Office software.

· 2-5 years computer experience with ability to learn and adapt (SAP and Microsoft applications).

  • Strong oral and written communication skills in both English and French.

· University Degree in a related field.

About Kng Technical Inc:

Only candidates considered will be notified.

Posted date: 5 years ago