The Order Management Specialist Level 1 is responsible for processing customer orders accurately and efficiently while ensuring all customer interactions are properly tracked in Microsoft Dynamics CRM. This role ensures timely order fulfillment and helps resolve basic order discrepancies while collaborating with internal teams via Microsoft Teams
Essential Duties & Responsibilities:
- Works effectively with company personnel, customers and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others; keeping commitments; keeping others informed of work progress, time tables and issues; addressing problems and issues constructively to find mutually acceptable and practical business solutions; addressing others by name, title or other respectful identifier, and respecting the diversity of our work force in actions, works and deeds.
- Order entry:
- Process all common activities concerning order administration (entry and logistics to run efficiently (for EDI and non-EDI orders)
- Check open orders, and availability of articles, ensure customer notes are taken into consideration, monitor delivery time, and send delivery confirmation to the customer.
- Order processing:
- Advising customers/suppliers/transport companies about current orders, product shortage, expected delivery dates, price changes, and possible deviations and solutions via email/telephone.
- Monitor backorder releases: check availability, optionally merge orders, set delivery dates, confirm/release (in SAP). Ensures timely release of orders and fulfillment of pre-established standards and policies to achieve customer satisfaction.
- Monitors and resolves order issues and processing errors.
- Preparing reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc.
- Complaints:
- Administrate and coordinate complaint handling (logistics and commercial), monitor status, and inform customers regularly.
- Returns:
- Administrate individual return of goods (entering in SAP, contact with customer) and analyze periodically the returns and adjust the payment date.
- All other duties as assigned.
Required Skills/Abilities:
- Detail-oriented and time management skills.
- Strong interpersonal skills.
- Effective communication skills – oral and written.
- Ability to learn and retain product-specific information and communicate the features and benefits to customers.
- Computer literate with knowledge of all Microsoft Office applications.
- Proficient skills in Microsoft Excel preferred.
- High efficiency on transactional processes for order handling, complaints, and returns aiming for high standard quality.
- Taking initiatives to improve effectiveness and efficiency in back-office processes.
Education and Experience:
- High School diploma or education certificate in applicable functional area preferred.
- Minimum of three years of experience in order management customer service or administrative support preferably in operations or manufacturing.
- Decent SCM/back-office experience preferably in a technical industry.
- Knowledge of ERP system (SAP).
- Excellent knowledge of Excel, Word, and Outlook.
- Knowledge of CRM (Microsoft Dynamics) (preferred).
Working Conditions / Physical Requirements:
- Position is in-office, Monday through Friday.
- Standing
- Stooping
- Must be able to talk and hear.
- Sitting more than 2/3 of the time.
- Reaching with hands and arms.
- Use hands to finger, handle, or feel over 2/3 of the time.
- Ability to lift up to 25 pounds occasionally.
Salary Range: $25.00 - $32.00 Per Hour + Bonus
Please submit your application via the ‘Apply’ button.
