Customer Order Management Representative

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Job description

Job Description:

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Key Responsibilities:

Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadlines.

Act as the single-point-of-contact to customers, parts distribution centers, and/or manufacturing plants and cross-functional departments to process and fulfill customer orders.

Provide accurate documentation and continual communication to customers throughout the process.

Take ownership of and resolve complex customer inquiries through extensive research, and a detailed understanding of processes, systems, and practices.

Provide timely and informative responses as per the Service Level Agreement.

Request support from the next appropriate level of customer support for complex escalations/issues, providing documentation throughout the process.

Maintain accurate records of all internal and external interactions in the appropriate database/system.

Ensure customers comply with export policies and ensure required export/shipping documentation is compiled in accordance with relevant legislation.

Act as a liaison between the customer and aftermarket and/or manufacturing location for quality issues.

Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.

Possess knowledge of Quality Management Systems.

Support the Supervisor with hosting customer visits at the local facility.

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.

Top 3 Skills you are looking for:

Communication

Supply Chain Experience

Excel familiarity

Additional Manager notes

This role is not a call center position. The day-to-day activities includes customer service, customer support, working in a customer order management environment, and understanding expectations of supply chain. This candidate will be working on accounts and closely with customers while checking the status of orders. The candidate should also have some SOX experience and experience with credit and debits. The ideal candidate will have at least 1 year of experience.

This is a hybrid role working Monday and Tuesday in office is a must while the other 3 days are remote. Working hours are flexible but needs to be available between the hours of 5PM-7PM as an end time. Saturdays are mandatory for 1-2 hours; Will get to start late or leave early on the days in office to accommodate the Saturday hour/hours.

When the manager is ready, she will be requesting 30-minute zoom panel interviews

• Only those lawfully authorized to work in the designated country associated with the position will be considered.

• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

Benefits:

For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .

Rose International has an official agreement (ID ), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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