Order Management & Customer Support Specialist

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.).

Qualifications

• To perform this job successfully, an individual must be able to:
• Logically look at an issue and analyze, interpret, and take relevant and accurate action toward a solution

Education/Experience

• A 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