Order Management & Customer Support Specialist

Summary

Assist with Customer Service operations by managing customer orders, coordinating internal activities, and ensuring timely, accurate, and professional service to customers.

Key Responsibilities

• Process, review, and manage customer orders from receipt through delivery, ensuring accuracy in pricing, product availability, shipping requirements, and customer specifications.

• Monitor open orders, backorders, and delivery schedules while proactively communicating order status, lead times, delays, and shipment updates to customers.

• Serve as the primary point of contact for customer inquiries, resolving order-related issues, complaints, returns, and credit requests in a timely and professional manner.

  • Manage a portfolio of strategic customer accounts.

• Collaborate with internal departments to coordinate product availability, production schedules, shipping activities, invoicing, and quality-related concerns to ensure seamless order fulfillment.

• Maintain accurate customer records and documentation within ERP and CRM systems while ensuring compliance with company policies and established procedures.

• Generate and analyze reports related to open orders, backlog, delivery performance, and customer service metrics to support operational decision-making.

• Identify opportunities to improve processes, enhance the customer experience, and support continuous improvement initiatives across Customer Service and Supply Chain.

• Maintain a high level of accuracy, professionalism, and responsiveness while managing multiple priorities in a fast-paced environment.

Preferred Skills & Qualifications

• Excellent written and verbal communication skills.

• High attention to detail and organizational skills.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Experience with ERP systems (SAP, Oracle, Microsoft Dynamics, etc.).

• Other duties may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to:

• Logically look at an issue and analyze, interpret, and take relevant and accurate action toward a solution

Education/Experience

• Certificate or Associate’s Degree (AS/AA) from a college or university; and up to 5 years' related experience and/or training; or equivalent combination of education and experience