Customer Order Support

Customer Order Support

Requirements

• Must have a high school diploma or an equivalent combination of education and experience.
• A bachelor’s degree or equivalent is preferred and 2 years’ related experience.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized and focused on details.
• Requires general knowledge of the organization and thorough knowledge of company, products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Proficient with Microsoft Office products including, but not limited to, Word, Excel, and Outlook, and live webinar.

Responsibilities

• Handle inbound calls with professionalism and efficiency, addressing customer inquiries and providing timely support.
• Accurately process orders, including material numbers, quantities, and pricing. Resolve line holds due to pricing discrepancies or materials not listed on pricing.
• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Conduct research on part numbers to ensure accurate order processing and resolve issues related to product information.
• Submit and manage credit and return requests for concealed damages, quantity shortages, carrier damages, pricing disputes, and other discrepancies as stated by the customer.
• Assist sales representatives with order placement, status updates, inventory lookup, and customer-related concerns.
• Collaborate with the next appropriate level of customer support to seek resolution to challenging inquiries/complaints, providing documentation and continual communication to the customer throughout the process.
• Resolve conflict requests and provide solutions by exercising high levels of influencing, negotiation, and communication skills.
• Provide technical support for Part search and pricing.
• Make effective independent decisions representing day-to-day issues that do not require team discussion, input, or agreement.
• Review open orders for On-Time In-Full (OTIF) compliance and coordinate with production or supply chain for execution.
• Create and develop a centralized point of contact HUB for order management/tracking.
• Manage a high volume of Supply Chain or internal stakeholder requests or communications (via phone and/or email).
• Maintain accurate records of all internal and external interactions in the appropriate database/system (SalesForce, SAP, etc.).
• Support order management team goals and initiatives to become a more proactive customer support organization.
• Propose new processes to drive continuous improvements and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.
• Work with Accounting to minimize customer deductions with no resolution.
• Ensure the consistent adherence to department policies and procedures.
• Involve fellow team members in collaborative or team-empowered decisions based upon the company’s vision and mission.
• Serve as an operational and management source of expertise and contribute to the success of the team/senior management team as a whole by supporting associated and team-wide initiatives.
• Lead the activities of the Customer Service dual role that supports our partners and key areas of business.
• This position leads the dual role by understanding customer priorities, proposing/implementing strategies, focusing on support, and ensuring issues are resolved in a timely manner with a focus on productivity and customer service.
• This role requires working with multiple departments such as Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and Logistics teams, along with working on other key initiatives that lead to customer requirements being met.

Preferred Qualifications

• Bilingual (English and Spanish) is preferred, not required.
• Experience with EDI and SPS Commerce is a nice to have.
• SAP experience preferred.