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Position Summary:
The Manager, Order Management is responsible for managing the daily operations of the Order Management Team. This position sits on-site in Kennewick, Washington.
Key Responsibilities:
- Develop an in-depth knowledge of Cadwell’s products and services
- Oversee the processing of customer quotations, orders, and changes/returns
- Ensure requests and inquiries from customers and field sales are handled, and issues are resolved
- Serve as liaison and customer advocate with multiple Cadwell departments to ensure that customer issues are resolved both promptly and thoroughly
- Oversee and coordinate demo equipment logistics and collaborate with Marketing to support campaigns, promotions, and product launches as needed
- Manage and track RMAs, customer incidents, and Out-of-Box Failures (OOBF), ensuring timely resolution, proper documentation, and root cause feedback to appropriate teams
- Develop and monitor departmental performance metrics to drive performance
- Administer and support CadRent activities, including order processing, tracking, billing coordination, and customer communication
- Continuously optimizes team process and manages department expenses to budget
- Ensure direct reports are trained and evaluated on their knowledge, skills, capabilities and progress, contributions and commitment to Cadwell’s business success. Provide expertise and technical direction, guidance, and support to team members as needed
- Establish and maintain detailed departmental training procedures/materials
- Perform other duties as requested, directed, or assigned
Education / Experience:
- Bachelor's Degree in Marketing, Business, Finance or related field required
- 5+ years of management experience required
- A minimum of three years of experience as a people manager is required with a proven track record of building and leading high performing teams
- Experience managing remote teams is highly desired
Job Knowledge / Requirements:
- Highly detail-oriented and organized
- A “customer first” mentality
- Strong problem-solving and decision-making skills
- Communicate clearly and effectively, demonstrating strong listening, speaking, and writing skills; formal presentation skills before internal and external groups to clearly communicate highly technical information and legal requirements
- Ability to work successfully as part of a highly dynamic and fast-paced team
- Knowledge of Cadwell product lines and technology, and standard concepts, practices, and procedures within the medical devices industry
- Competency in computer skills: MS Office and Google applications, ERP, CRM, and query tools
- Exhibits Cadwell’s core values of Integrity, Initiative, Accountability, Commitment to Excellence, and Service to Others
Travel & Work Requirements:
- General office positions may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting and carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision and 2-way written/verbal communication. More specific details may be provided as needed or requested.
- Extensive use of computer and telephone
- Travel may be required; must be able to obtain necessary travel documents
- Work hours outside normal business hours may be required to meet business needs
Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at careers@cadwell.com.
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