About the role

What Drives Success

Customer Support & Communication:

Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
Manage a high volume of Supply Chain and internal stakeholder communications
Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.

Order Management & Processing:

Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
Provide technical support for part search and pricing inquiries.
Returns, Credits & Issue Resolution:
Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
Work with internal stakeholders to minimize and resolve customer deductions without resolution.

Systems, Documentation & Reporting:

Maintain accurate records of all internal and external interactions in SAP.
Ensure consistent adherence to department policies, procedures, and documentation standards.
Maintain oversight of order related data accuracy to support reporting and operational visibility.

Process Improvement & Collaboration:

Propose and support new processes that drive continuous improvement and reduce inefficiencies.
Identify and communicate areas for process improvement to management.
Support order management team goals and initiatives to strengthen a proactive customer support model.
Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
Contribute to the development of a centralized customer service HUB for order tracking and management.

Additional Responsibilities:

Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.

What We Are Looking For

Analyst - Order management