Advanced Associate, Production Planning

ORDER PROCESSING AND RETURNS ADMINISTRATOR

Fusion Title: Order Processing Administrator

Role:  Production Planning & System Configuration

Position Summary:

As part of the Pearson Online and Blended Learning Family Materials Support team, the Order Processing and Returns Administrator supports a wide variety of task-oriented fulfillment activities, generally related to all aspects of the order processing process. Reporting to the Order Processing and Returns Manager(s), the Administrator focuses on the daily tasks required to satisfy our customers. Interfacing with multiple internal departments, outside fulfillment warehouses, and school personnel at any given time, the position requires excellent communication and organization skills. The Administrator will be tasked with researching and resolving user-related issues with the order processing process and will often be called upon to serve as the first level of escalation for distressed customers. They will also be a key liaison with our fulfillment warehouse, monitoring shipping and receiving performance/operations and responding to and resolving issues with urgency.  The Order Processing and Returns Administrator is directly responsible for the successful retrieval of technology equipment and curriculum materials from Connections Academy families using a well-defined process flow and standard procedures. The primary role of the Assistant is to achieve the highest level of successful returns while at the same time, focusing on retrieving the goods on a timely basis. The role is responsible for initiating contact with the family, coordinates the on-site pickup of company products, and ensures the returning product is tracked through the delivery and receipt process. The process includes email contacts, resolving a variety of customer issues by providing creative alternatives, and maintaining exceptional customer service throughout the retrieval process. 

A fast-paced, deadline-oriented environment creates a need for a flexible work schedule, overtime as necessary, and a true sense of urgency to meet the needs of our students, teachers, and employee customers. The Assistant must be able to use superb communication skills to work through difficult situations, produce necessary results, and be comfortable working in a fast-paced, deadline-oriented environment. This position also includes a variety of support duties for other company departments as needed.

Primary Responsibilities:

• Liaise with our fulfillment warehouse on order shipping and receiving processes and monitor warehouse performance
• Support and monitor the order processing from OBL's ordering system to the vendor's order portal, and complete order confirmations back into OBL's system
• Resolve daily order issues, backorder resolution, expediting requests, order modifications/cancellations, on-demand orders, stop-shipments, and delivery methodology changes directly with UPS/Fed Ex, and our fulfillment partners
• Work closely with team leaders to support and improve processes and training standards
• Monitor and respond to Webmail and assorted customer contacts as required
• Support the monitoring of on-hand inventory at multiple warehouse locations, research and resolve inventory inconsistencies, and work closely with inventory planning as needed
• Support the process to ensure the timely return of technology and materials from departing employees
• Process curriculum invoices/claims as directed with UPS/Fed Ex for missing and damaged goods
• Handle project-oriented responsibilities and on-going process improvement initiatives
• Actively manage all student withdrawal and end-of-year returns, along with additional project-based collections, as designated
• Follow all documented policies and procedures to ensure consistent, ongoing success
• Continually strive for a 100% "return rate" for technology and curriculum returns
• Continually strive to exceed "time-to-return" goals
• Meet and exceed all defined Key Performance Indicators and established metrics
• Accurately update all company database systems to maintain the internal asset management system
• Research and resolve user-related issues regarding the returns process
• Effectively utilize a variety of communication tools to ensure key issues are communicated to management
• Additional responsibilities as assigned

Pearson Online & Blended Learning is focused on providing a flexible work environment to its employees, including the ability to work from home on a regular basis in most positions.  We believe that flexibility in work/life balance is a critical part of our culture and employee satisfaction, and we are proud to provide to our employees the ability to work from anywhere, anytime.  In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work at home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards, and expectations.  

The following equipment will be provided to you by the company as a full-time employee:\

• Laptop and phone

• Headset

The following equipment will need to be provided by you, as the employee, when working from home:

• 2nd monitor (required)

• Mouse (required)

• Keyboard (required)

Requirements:

• High school diploma with some college coursework, desired
• One (1) year experience in customer service, collections, or returned goods experience
• Demonstrated written and verbal communication skills
• Outstanding phone skills and problem resolution experience
• Comfortable working in a high-energy and fast-paced, technology-based environment
• Self-starter with a strong work ethic, can work independently, or as a member of a team
• Experience using Google G Suite, MS Office Suite, and UPS WorldShip software
• Willingness to learn with ability to deal with and manage through ambiguity
• Ability to work a flexible work schedule and overtime as needed to meet company goals and deadlines
• Must thrive in a fast-paced, constantly changing environment, with ability to manage multiple, competing priorities

Key Capabilities:

• Customer Centric – Acts with a strong customer mindset (both internal and external) and is a visible advocate for the customer. Builds strong relationships with customers and uses those to improve their experience and outcomes.
• Delivering Results – A strong track record of delivering against commitments.
• Communications - A great communicator who engages teams and stakeholders with thoughtful delivery and messages that resonate.
• Works well in a matrix - Models collaboration, solves problems with peers, builds trust and support.
• Takes personal responsibility – Can be relied on to complete tasks timely and well, demonstrates "ownership" regardless of the outcome, proactive in exploring and exploiting new opportunities.

Behaviors:

• High level of integrity and transparency;
• Is accountable, takes initiative and is proactive;
• High degree of flexibility;
• Positive attitude;
• Evidence of a strong work ethic, and; 
• Demonstrated team player.