Kellogg Senior Associate, Order Management (Customer Operations) - GBS Grand Rapids, MI in GRAND RAPIDS, Michigan

Grow with us as a Senior Associate, Order Management (Customer Operations) at Kellogg Company—where we believe in your success. With an expert eye for detail, you’ll be responsible for performing a diverse set of work activities included in the end-to-end Order to Cash process for the Kellogg organization. Reporting to the Global Business Service OTC Team Lead, you’ll manage customer orders to ensure reliable performance and consistency. While you are at it you’ll be building your network and expertise in a thriving environment of professional development and teamwork. And together we’ll shape a stronger future for our company and your career.


In your role as a Senior Associate, Order Management (Customer Operations) at Kellogg, you will be part of our success by:

  • Managing the customer order process from order placement to order receipt

  • Communicating with customers during the order to delivery process

  • Performing analysis and communication to reduce/eliminate pricing discrepancies, OS&D, and returns

  • Managing solutions to enhance customer service initiatives and providing consistent service.

  • Developing business relationships with various partners, both internal and external

  • Managing the use of SAP by leveraging tools and data

  • Maintaining the personalized customer logistics strategies in place

  • Maintaining an understanding of customers’ strategies, policies, and key personnel, as well as Kellogg’s terms of sale, internal policies, and key personnel

  • Capturing, managing and monitoring daily incoming sales orders and analyzing & resolving order issues.

  • Collaborating with front office customer accounts to resolve issues as a part of a specified customer team

  • Maintaining an in-depth knowledge of products and services offered

  • Generating reports for customer and sales teams in conjunction with front office

  • Monitoring all manual orders that require immediate attention to ensure entered within 24 hours by BPO

  • Working with multiple partners daily including OTC Service monitoring, Sales teams, Supply chain, and customer teams to ensure accurate order fulfillment, shortage communication, and product supply cut management for the customer

  • Working with customer contacts on transportation needs as well as transportation partners within Kellogg for combination loads, scheduling, date changes, etc.

  • Contacting the customer/sales to resolve multiple issues

  • Driving Value added Shippers (VAS) order execution process with internal Kellogg partners as well as customer contacts. Following up with Distribution Centers to ensure completion and timeliness

  • Escalating issues such as credit holds, stock allocation, foreign trade, internal inquiries and complaints, escalations, and VAS builds


As well as a hunger to learn and succeed, to be considered for this position you must be able to meet the following requirements:


  • High School Diploma or GED with related experience

  • Proficiency with Microsoft Office (Word, Excel, Powerpoint)

  • Excellent verbal and written communication skills

  • Proficiency with ERP financial modules

  • Strong knowledge of collections, deductions and/or customer service


  • Bachelor’s Degree in Finance, Accounting, Business or a related field

  • Sense of urgency and ownership of resolution

  • Strong time management skills

  • Experience working in a shared services, process driven or service center environment

  • Expertise in Order-to-Cash function including best practices, technologies, processes, procedures and tools

  • Experience working for a multinational organization and working with colleagues internationally

  • Training, certification, or experience in Six Sigma or LEAN


The ability to work a full shift, come to work on time, work overtime as needed and the ability to work according to the necessary schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

Where required by state law and/or city ordinance; this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For additional information, please follow this Link at for English or this Link at for Spanish.

Title: Senior Associate, Order Management (Customer Operations) - GBS Grand Rapids, MI

Location: USA-MI-Grand Rapids

Requisition ID: ORD000308

Job Function: Order Management

Job Type: Professional

Closing Date: Oct 26, 2017, 10:59:00 PM

Relocation Assistance: No