Customer Service & Order Management Specialist I - Le Mars, IA

About the Role

Under general supervision, provides customer services relating to sales, sales promotions, orders, and deliveries. Ensures good customer relations are maintained and customer claims and complaints are resolved fairly and effectively in accordance with company policies. Provides product, ordering, and delivery information to customers. Interprets internal or external business issues and recommends solutions or best practices. Solves complex problems while ensuring optimal customer satisfaction and considering company impact.

Responsibilities

• Manages the order process throughout the lifecycle of the order, enforcing company policies and procedures and developing recommendations for unique issues.
• Manages and updates assigned customer accounts, including account setup, pricing, promotions, authorized item lists, item conversions, and new item sheets.
• Accurately updates internal and external databases and customer websites.
• Provides support for assigned backup personnel and ensures customer and Account Manager needs are met in a timely manner.
• Works with Account Managers to resolve customer issues by communicating all necessary information.
• Takes a leadership role in resolving customer issues by partnering with customers and cross-functional business units to provide the best solution.
• Manages the inventory order process by monitoring inventory at 3PLs to ensure orders are filled in full and requests rush IRs for replenishment.
• Makes recommendations to switch "ship from" locations to fulfill orders when inventory is available at a different facility.
• Identifies order abnormalities (e.g., items ordered, quantity) and requests or monitors product movement.
• Monitors orders placed by a single customer for the same request date or within a short timeframe to help reduce excess and obsolete inventory (E&O).
• Facilitates the start of the OS&D (Over, Short, and Damaged) investigation process.
• Aids in securing loadout and delivery appointments for customer orders.
• Supports the critical investigation process to dispute fines and fees for reimbursement and works to avoid or reduce these fines.
• May be assigned additional responsibilities such as projects and reports related to assigned accounts.

Qualifications

• Associate degree preferred.
• Minimum of 3 years of related customer service experience.

Skills

• Working knowledge of computers (Microsoft Office products, e.g., Excel, Word, Outlook).
• Knowledge of additional software applications such as Oracle and ten-key.
• Problem-solving skills and functional/technical skills to perform the job effectively.
• Good interpersonal skills, including communication (verbal and written), change management, and analytical/financial skills.
• Ability to collaborate across all business units and balance competing time demands with strong problem-solving skills.

Hybrid work arrangement.