Manager, Order Management

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.

Interested in joining us on our journey?

The Managers oversee a team of Customer Fulfillment (CF) staff and are dedicated to providing a top-tier, seamless customer and employee experience. These Leaders work closely with Area Sales Managers (field sales) and Region Managers to coordinate resource support across all Customer Fulfillment. The Team Leader fosters a culture of ownership and accountability among agents, ensuring that each owner's case is handled with precision and aligns with owner experience and operational goals.

Position

Manager, Order Management

Location

USA, Louisville, KY

How You'll Create Possibilities

Team Management and Supervision

* Lead and direct a team of Customer Fulfillment staff in driving a culture of Consumer First Advocacy, meeting or exceeding customer experience, productivity and metric goals through training, coaching and motivation.
* Provide guidance, feedback, and training to help team members improve their skills and performance; conduct regular structured coaching conversations.
* Monitor and communicate performance to set metrics and KPIs.
* Lead team meetings to communicate updates and performance trends.
* Partner with site Human Resources team to ensure fair and consistent administration of all policies, work rules and processes.
* Oversee staffing and allocate employees to cover absenteeism. Participate in recruitment and selection process as needed.
* Complete timecards daily and ensure employees receive appropriate pay for time worked. Ensure time is properly coded, leave types are identified and overtime is properly calculated.
* Identify and communicate overtime needs. When applicable, acquire overtime help and accurately apply overtime guidelines.
* Lead employee disciplinary investigation and action as appropriate. Partner with HR to conduct timely investigations when necessary. Complete accurate and thorough disciplinary records with supporting documentation.
* Ensure attendance and performance corrective action is issued in a timely manner and consistent with policy guidelines.

Team Motivation and Engagement

* Ensure team members feel valued, motivated and engaged. Foster a sense of belonging and trust through inclusion, feedback and support.
* Empower agents to deliver exceptional service through innovative problem-solving approaches while prioritizing job satisfaction.
* Foster a positive and collaborative team culture using virtual collaboration tools, engagement activities and employee spotlights.
* Provide recognition & appreciation to team members for their achievements.

Customer Service & Quality Assurance

* Assist with consumer needs, including taking calls when necessary to manage unplanned volume shifts.
* Handle escalated customer issues and complaints, ensuring timely and effective resolution.
* Assess customer/operational issues and plan successful strategies to mitigate impact to customer satisfaction

Operational Effectiveness and Efficiency

* Identify opportunities to improve call center processes and efficiency.
* Prepare reports and analyze performance data to look for areas of opportunity and trends.
* Support the implementation, training and use of new technologies, processes or tools.

What You'll Bring to Our Team

Position Requirements:

* Demonstrated analytical and data management skills.
* Demonstrated ability to deliver results.
* Proven communication skills and the ability to build strong customer relationships and influence other organizations.
* Must be able to effectively integrate across teams, think creatively and possess strong process, organizational and problem-solving skills.
* Proven ability to excel in a fast-paced, dynamic environment.
* Proven interpersonal skills and the ability to coach, mentor and influence employees.
* Ability to build trust, motivate employees and drive employee engagement.

Minimum Qualifications:

* Minimum of five (5) years of prior relevant experience with increasing responsibility within a fast-paced environment.
* Experience conducting data analysis and reporting findings in a digestible format.
* Demonstrated ability to work and lead collaboratively in a cross-functional team environment to meet the needs of both customers and the business.
* Strong interpersonal, oral and written communication skills.
* Organizational skills and ability to handle multiple priorities and tasks.
* High level of initiative, energy and motivation to develop and grow within a team environment.
* Ability to facilitate team projects.
* Strong problem-solving and follow-through ability.
* PC skills with proficiency in Word, PowerPoint & Excel.

Preferred Qualifications:

* Bachelor's degree or equivalent experience required.
* Progressive prior GE Appliances experience in Customer Service, Fulfillment, Sales Operations or related field.
* Prior experience with Order Management tools.
* Experience managing, or desire to grow into leading or managing teams of diverse skillsets and backgrounds toward a common goal of world-class sales & service.
* Demonstrated track record of teamwork and team building, with strong motivational and conflict resolution skills.

Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences. We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply, please send an e-mail to ask.recruiting@geappliances.com