Customer Order Management

Description: Call Centre / Customer Service IV
 
This role is a Hybrid Monday-Friday 8 am-5 pm role. Remote days are Monday, Thursday, and Friday. In-office days are Tuesday and Wednesday. The training period will be 4-5 weeks working 7:30 am - 4:30 pm.
 
Top 3 Skills you are looking for:
MS Excel skills
Independent skills
Flexible
Summary:
Act as the single point of contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
The order life cycle includes customer set-up, part information and pricing, order entry, managing due dates and backorders, reporting, shipping, RMAs, debits, and credits. Interactions may be inbound, outbound or a combination of both.
Education/Experience:
High School Diploma or GED required, College or equivalent degree preferred.
Minimum of 2 years customer service-related experience required
Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in Customer Order Management, account management or in the supply chain field.
Skills:
Communication (Written and Verbal): Strong customer service skills and interpersonal skills. Communicates in a clear, organized, and precise manner with functional areas to drive the required response (Required)
Strong ability to work independently and manage one's time (Required)
Strong ability to accurately document and record customer/client information (Required)
Previous experience with computer applications, such as Microsoft Office Suite (Required)
Cultural knowledge: Ability to understand, communicate and effectively interact with people across cultures and languages. (Required)
Ability to learn new skills required to utilize internal systems like Order Management Systems (OMS) and Customer Relationship Management (CRM) Systems etc. (Required)
Key Job Duties and Responsibilities:
Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, and escalations; responsibilities might include logistics management) to ensure orders are shipped to the agreed deadline
Act as the single point of contact to customers and cross-functional departments to process and fulfil Customer Orders, providing accurate documentation and continual communication to customers throughout the process.
Take ownership of and resolve complex inquiries through extensive research, and a detailed understanding of processes, systems, and practices; provide timely and informative responses.
Escalate the issue to the next appropriate level of customer support as needed.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
Prepare and distribute standard and customized internal and customer reports.
Understand Customer Order Management policies, procedures, and metrics.
Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.
Engage in providing "value–added” services and promoting customer-facing tools such as online portals.
Perform tasks required to maintain the integrity of data in relevant systems.
Additional Manager notes
This position is a mix of account management, logistics, and supply chain management.
To be successful in this role you should have a knowledge of MS Excel, VLookup and HLookup will be heavily used and will be a bonus to know.
This candidate will day to day will have consist of email-based communications, multiple meetings, Order Management, multi-tasking and escalating when there is a need to.
This candidate will need to be a self-starter as they will work independently for the most part.
Upon hire there will be a training period via zoom and in person with some classroom training.
When the manager is ready, she will request 45-minute panel interviews.
If you are interested in this job, You can also directly send an updated resume to (url removed). You can also call us directly at (phone number removed). 
Note: Candidates who can work on our W2 without any VISA sponsorship must apply. Non-Local Candidates need to relocate on their own as no relocation assistance will be provided.