Order Management - Customer Service, Manager

As the Order Management - Customer Service Manager at SharkNinja, you will oversee the entire order-to-cash process for our retail accounts in the UK and EU. Your primary responsibilities will include leading the Retail Logistics team, implementing best practices, monitoring key performance indicators, and collaborating with internal stakeholders to resolve order-related issues. Furthermore, acting as the Oracle ERP business lead will require you to drive system enhancements, analyze operation inefficiencies, and provide technical support.

To be considered for the Order Management - Customer Service Manager role at SharkNinja, you should have excellent leadership and motivational skills, a proven background in operations, and the ability to work in fast-paced environments. Strong analytical and problem-solving skills are essential, as well as the capability to develop innovative solutions aimed at improving productivity. While excellent interpersonal and communication skills are a must, your ability to set and manage priorities will significantly influence your success in this role.

At SharkNinja, personal and professional growth is a priority. We offer high-impact Learning Programs and opportunities for career acceleration that empower our associates to develop their skills continuously. The diverse and inclusive culture at SharkNinja encourages employees to bring their authentic selves to work and allows them to thrive while working toward career advancement in roles like Order Management - Customer Service Manager.

The work environment for the Order Management - Customer Service Manager at SharkNinja is dynamic and collaborative. With a hybrid work model, you'll spend part of the week in the office, engaging with the Retail Logistics team and cross-functional partners to resolve operational challenges. The company's vibrant culture emphasizes teamwork, innovation, and pushing the limits, so you'll be in an environment that values creativity and supports personal and professional development.

SharkNinja provides a competitive benefits package for its Order Management - Customer Service Manager, including health insurance, retirement plans, wellness programs, employee stock purchase options, and generous paid time off. You'll also enjoy discounts on SharkNinja products and be part of a supportive community that encourages collaboration and personal growth, making a significant impact on your career and the company.

In your response, highlight your previous roles that involved order management. Discuss the specific processes you handled, technologies you used such as Oracle ERP, and how you ensured seamless operations for a large client base.

Discuss key performance indicators (KPIs) you've utilized in the past, such as order accuracy, customer satisfaction ratings, and efficiency metrics. Mention how you set goals and engage your team to reach those targets.

Share specific examples of initiatives you've led, such as feedback loops, collaboration with different departments, or process improvements that reduced order fulfillment times. Emphasize your ability to actively listen and adapt to customer needs.

Prepare a specific scenario and describe the challenge, the steps you took to resolve it, and the outcome. This will showcase your analytical thinking, problem-solving skills, and ability to lead others through difficult situations.

Explain your approach to task prioritization, including tools or methodologies you use (like the Eisenhower Matrix or project management software). Highlight your ability to delegate and empower team members.

Discuss how you embrace diversity and foster an inclusive environment. Share your approach to motivating team members and adapting your management style to fit individual needs while achieving common goals.

Talk about methods you employ to maintain open communication, such as regular check-ins, team meetings, and feedback sessions. Emphasize the importance of transparency and collaboration.

Mention relevant software, such as Oracle ERP, CRM systems, or data analytics tools. Explain how your expertise can lead to improved efficiency and better decision-making.

Discuss the platforms or resources you utilize for professional development, such as industry publications, webinars, networking events, or courses that contribute to your expertise in order management.

Express your enthusiasm for SharkNinja's innovative culture, commitment to diversity and inclusion, and the opportunity to lead a passionate team. Highlight how your values align with the company’s mission and your eagerness to help disrupt markets.