Customer Service Lead - Oracle Order Management

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

We are looking for a hands-on Customer Service Lead - Oracle Order Management (OM) to partner side-by-side with our Customer Service team by providing functional business support as an Oracle Applications Superuser.  

This position will report directly to the VP & GM of the business unit and partner with our customer service leaders and team members. This leader will be responsible for developing a deep understanding of our work processes/requirements and translating them within the capabilities of the system helping us define what great looks like and bridging the gaps to get there.

In addition, we will look for the person in this role to provide leadership and guidance as to what’s possible in the system, identify best practices, develop workflows and training materials, and define KPI’s to measure our progress.

This role will be key in enabling our business to take full advantage of the Oracle system and deliver on a customer service experience that exceeds expectations and differentiates us from our competition.

Oracle Order Management (OM)

• Monitor system performance to identify bottlenecks and work process gaps to improve performance and execution.
• Partner and collaborate with IT team to recommend updates and adjustments as needed.
• Collaborate with cross-functional teams to ensure the system meets the needs of various departments and supports business objectives across the overarching Oracle environment connected to the Customer Service function.
• Build and run standard / custom user reports, complete orders to closure, and understand FBDI (file-based data import)

 Process Improvement: 

• Analyze existing work processes and workflows, identifying areas for improvement and best practices to improve efficiency and capabilities.
• Provide insights to stakeholders to drive informed decision-making.
• Understand overarching Oracle environment and Customer Service to help connect the dots through related Oracle end-to-end processes.
  

Customer Service:

• Business “go-to” partner providing support for customer service team to ensure successful customer journey.
• Identify potential solutions for exceptions and escalations.
• Liaison across other related functional teams to provide perspectives and recommendations as it relates to various order management features, including customer details, product information, pricing, shipping options, and order status updates. 

Problem Solving and Training:

• Investigate and resolve complex order issues, requiring a deeper understanding of the work processes and system capabilities.  
• Maintain detailed documentation of work processes and workflows for the development of team member training.
• Develop user training documentation and provide training to end-users and other team members on OM application functionality and best practices.

Required:

• 8+ years of proven experience in customer service support, order management, or a similar role, with a strong focus on customer service excellence
• 2+ years in a management or supervisory role, preferably within an Oracle OM environment
• 2+ years of experience with Oracle Order Management (OM) in the Order to Cash process

Strongly Preferred:

•  Experience within a Distribution business environment
• Related Oracle experience in the following modules or order channels:
• Environment: Oracle Fusion 24D version,
• Website Ordering
• Drop shipping fulfillment through Procurement
• EDI Order Import
• Oracle Price Administration
• Oracle Global Order Promising
• OTBI reporting

Preferred:

• Bachelor’s degree in a related field
• Prior experience and involvement with an integration of Oracle OM, preferably in a people manager role
• 2+ years of experience with Oracle Inventory (INV) and WMS, Procure to Pay
• Familiarly with other functions and work processes across the OM environment

• Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes
• Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones
• Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment
• Knowledge and experience of critical KPI’s to measure performance
• Experience troubleshooting and resolving Oracle OM issues in a timely and efficient manner.
• Experience producing written deliverables for requirements specifications and support documentation
• Experience collaborating with customer service and other business units to define deliverables and develop solutions
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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