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Order Management Team Lead


Northbrook, IL, US, 60062

Job Description

Lead and Manage the daily activities of a team of 3 Order Management Representatives and two Cross-Functional Order Management and Transportation Planning Representatives within the North American Customer Service department. Responsibility for managing the SAP Order processes, maintaining service standards, and providing solutions for our customer accounts in our Tier 1 Surfactant businesses. 
Execute order entry, order management, and transportation scheduling for Stepan’s key customers. Provide exceptional issue resolution and escalation of issues, when necessary. Maintain close coordination with customers to facilitate high levels of service. Communicate demand requirements to Stepan’s supply chain. Advocate for the resolution of issues and communicate risk to service levels from issues in the supply chain. Act as the liaison for Stepan’s North American supply chain. 
Conduct analyses, recommend improvements, and prepare service reports for key products and customers to position the supply chain for consistently meeting customer requirements. Represent Customer Service in monthly business team meetings. Actively participate and lead continuous improvement and cost out initiatives. Produce performance metrics capture the customer experience and create and implement action plans to ensure service targets are consistently met.
Manage, monitor, and drive performance of communication processes and Call Center communication to ensure high level of customer service and satisfaction.

•Provide leadership for the daily operations of team members to meet the needs of the customer while supporting department and company service and financial goals and objectives. 
•Manage and oversee the SAP sales order process providing timely and accurate information to customers, Sales, and Business Management.
•Facilitate effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience. 
•Ensure that all Customer Complaints are closed and are analyzed for root cause corrective action.  Responsible for direct written communication of corrective action taken regarding Order Management.

•Enter and manage sales orders in SAP for key customers and oversee team member’s order management processes for their assigned accounts
•Partner with key customers to maintain consistent inventory coverage on their premise,
•Maintain high levels of service for key accounts through communicating the short-term demand plan to Stepan’s supply chain
•Deliver timely and accurate sales order information to internal and external customers
•Provide time sensitive decisions and updates to Stepan’s supply chain management when issues arise
•Maintain customer master instructions to meet customer’s expectations and communicate requirements to Stepan’s transportation partners
•Lead, manage, and coordinate Stepan Supply Chain Execution Agreements with customers to align operational expectations and identify and close any gaps in capability. Prepare documentation and manage periodic reviews of existing SCEAs.
•Utilize weekly and monthly performance metrics including key performance indicators to drive performance improvement.

•Execute the tendering plan for key accounts through the transportation management system
•Communicate with carriers, customers, and production planning to ensure load tendering exceptions and changes are properly managed
•Manages carrier performance and schedule to optimize cost levels
•Advocates for customers delivery schedule to maintain consistent inventory levels
•Partners with the customer and transportation providers to maintain inventory levels at the customer’s location


Supply Chain experience required
SAP or Other ERP experience required
APICS Certification preferred
Chemical Industry experience preferred


Bachelor's Degree required

Established in 1932, Stepan Company is a major manufacturer of basic and intermediate chemicals including surfactants, polymers, as well as specialty ingredients that go into consumer, household, and institutional products such as laundry detergents, shampoos, and surface cleaners. Stepan Company currently has 20 global manufacturing locations and over 2,000 employees. We have a strong record of growth. Our growth allows us to provide meaningful career opportunities and stability to our team members. We have big goals at Stepan and know every team member will be crucial to achieving our objectives. Regardless of function, we are looking for team members who bring with them a growth mindset, an entrepreneurial spirit, and the ability to thrive in an evolving environment.


We celebrate diversity at Stepan and are committed to creating a diverse, inclusive environment. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other status protected by applicable law.





Stepan is a global specialty and intermediate chemical manufacturer that has been serving a broad range of industries for 88 years. Today, Stepan is a $2 billion revenue company. Our continued success is driven by the passion and commitment of our 2,200 employees around the world.

Why Work At Stepan?

  1. Stable & Growing
  2. Collaborative Environment
  3. Make a Difference & Be Recognized
  4. Committed to Safety & Sustainability
  5. Value Driven Culture

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Nearest Major Market: Chicago