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  • Herndon, VA 20170

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Director, Order Operations

Ironbow • Herndon, VA

Posted 1 month ago

Job Snapshot

Full-Time
Other Great Industries
Management

Job Competition

7

Applicants

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Job Description

The Iron Bow Director of Order Operations is responsible for managing all post-sales aspects of Iron Bow’s $1 billion annual IT product sales to federal and commercial customers.  The Director will lead teams that are responsible for Order Quality Control, Order Processing, Purchasing, Order Management, and Customer Service associated with IT product delivery and returns.  The Director will manage all teams to ensure there is a high degree of internal and external customer satisfaction, and that there is proper communication to all parties regarding any operational exceptions.  The Director will establish performance and customer satisfaction metrics for each team, monitor performance against targets, and manage any associated continuous improvement initiatives.  Additionally, the Director will collaborate with the MIS organization to implement system (Oracle EBS) enhancements to improve efficiency and customer experience.  Similarly, the Director will evaluate and modify operational processes as necessary in order to improve performance and customer experience.

RESPONSIBILITIES OF THE TEAMS UNDER ORDER OPERATIONS

Order Processing and Quality Assurance – validate that the booked order matches the customer order, and ensure orders meet all “valid order” criteria.

  • Manage the team to perform compliance checks between customer purchase order and order submitted by Inside Sales; collaborate with Sales to resolve identified issues

  • Perform contractual reviews and initiate requests for contracts review as necessary

  • Work across departments (i.e: Credit, Contracts, Sales, Tax) to escalate and resolve issues delaying order placement; follow up with appropriate parties until issues are resolved and order is released

  • Ensure all necessary approvals are obtained for exception orders

  • Process complex orders types such as solutions orders, lease orders and high dollar orders

  • Generate monthly reports for management as required

  • Handle RMA requests and other order modifications, return replacements, and credits working directly with Order Management to ensure process is complete

Purchasing – perform buying against placed orders and manage associated issues

  • Perform buying functions against validated purchase orders

  • Monitor and manage product/shipping ETA’s

  • Receive/close out orders in the system upon customer receipt to allow for invoicing

  • Manage intermediate processes related to orders shipped to warehouses/integration facilities, to include RMA’s and intermediate receiving

  • Collaborate with Accounting to reconcile/correct issues with supplier invoices

  • Prepare routine reports, including shipping/revenue forecasting

  • Periodically review partner and teaming agreements for compliance with standard terms (delivery, freight, PO formatting)

  • Provide signature on orders over $250K

Order Management – manage customer orders from order placement through any post-shipment issues.

  • Ensure customer-defined SLAs and required delivery dates are met, as well as other departmental SLA’s and objectives

  • Provide proactive communication internally and externally regarding delivery ETA’s, shipping information, and delivery problems

  • Serve as a point of escalation for order issues and ensure all parties are informed of status and plan for resolution

  • Ensure compliance with customer/order service level agreements (SLA’s)

  • Ensure proper training on customers, systems, products, and shipping carriers

  • Provide direction on handling unique orders or scenarios, including large multi-ship orders, warehouse orders, carrier situations, and post shipment issues

  • Drive the release of billable lines to invoice by working with the customer, vendors, and appropriate internal departments

  • Perform regular backlog reviews to ensure order status is current, accurate, and communicated to the customer

  • Perform regular review of RMA issues to ensure the RMA is extended or returned within the RMA expiration date

  • Evaluate operational exceptions to assess root cause and develop lessons learned and associated training to ensure exceptions are not repeated

COMPETENCIES:

  • Excellent oral and written communication skills that reflect active listening, critical thinking, and a customer focused tone

  • Superior organization, time management, and follow up skills to ensure responsibilities and goals are met within SLA’s

  • Detail-oriented and ability to prioritize, multi-task, and work well under pressure in a fast-paced environment

  • Demonstrated ability to create a customer-centric culture in which performance metrics and rewards are based on customer experience and success

  • Experience in assessing people, process, and systems, then building and executing plans that improve intra-departmental and inter-departmental efficiencies and quality

  • Ability to read and understand Government and Commercial contracts and familiarity with the FAR

  • Ability to gather appropriate input and details for a situation to make informed and sound decisions that reflect forward thinking

  • Excellent problem solving skills that reflect creative thinking and conscious effort to satisfy the customer while minimizing cost and risk to Iron Bow

  • Ability to drive employee accountability, teamwork, customer focus, and mutual respect

  • Ability to assess impact of potential system or process changes

  • Ability to handle all aspects of personnel management, including staffing, reviews, performance issues and workload assignments

  • Must have regular and reliable in office attendance. 

SUPERVISORY RESPONSIBILITY:

  • This position will have direct reports

Travel Requirements:

Minimal travel is expected (5% or less)

Required Education, Experience, or Certification:

  • Minimum of 12-15 years of order management, customer service, or relevant experience

  • Minimum of 8+ years of management experience

  • Bachelor’s degree or relevant industry experience

  • Experience in Government, Prime, and Commercial IT Solutions preferred

  • Intermediate level of experience with Microsoft Office, especially Excel and Outlook

  • Experience with Oracle EBS preferred

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Job ID: 2907
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