Order Management Representative II

About the role

We are seeking an Order Management Representative to join our team at Oregon Freeze Dry. Based in Albany, OR, this role is responsible for managing customer orders from receipt through shipment, ensuring accuracy, responsiveness, and on-time, in-full (OTIF) delivery.

Responsibilities

• Process and manage customer purchase orders from receipt through shipment confirmation, ensuring accuracy throughout.
• Serve as the primary point of contact for order status inquiries, proactively communicating delays, substitutions, or changes to customers and internal stakeholders.
• Review orders for completeness, pricing accuracy, and compliance with customer requirements (including labeling, pack specs, and shipping terms).
• Maintain and update order data in ERP (M3), ensuring records are current.
• Troubleshoot and resolve EDI order processing issues by coordinating with customers, internal stakeholders, and IT as needed.
• Aid with customers onboarding by communicating OFD's ordering processes, lead times, and requirements.
• Primary point of contact for customer complaints, ensuring accuracy in complaint management system and coordinating path to resolution.
• Issue proforma invoices for contract development per project milestones.
• Partner with AR / Finance team to resolve invoice discrepancies tied to order variances.
• Manage and resolve customer concerns or escalations in a timely and professional manner, partnering with internal teams to identify solutions and ensure appropriate follow-through.
• Identify and escalate fulfillment risks including short shipments, lead-time conflicts, and capacity constraints in a timely manner.
• Generate and distribute supplier scorecards, order status reports, promise dates, open order reports, and shipping confirmations.
• Participate in continuous improvement efforts related to order accuracy, on-time delivery, and customer satisfaction metrics.
• Deliver a high-quality customer experience by maintaining responsiveness, professionalism, and clear communication throughout the order lifecycle.
• Build and maintain positive working relationships with customers and internal stakeholders to support collaboration and service excellence.
• Identify opportunities to improve processes and customer interactions, contributing to continuous improvement of the overall customer experience.

Requirements

• Experience with ERP systems and M3 (Infor) is highly preferred.
• Strong attention to detail with the ability to manage multiple open orders simultaneously.
• Excellent written and verbal communication skills, particularly in customer-facing contexts.
• Demonstrated customer service skills, with the ability to respond to inquiries and handle routine concerns in a professional and solution-oriented manner.
• Ability to work cross-functionally with production, logistics, and commercial teams.
• Ability to prioritize and manage multiple tasks while maintaining accuracy and timeliness.
• Organizational skills with the ability to track and follow up on open orders and customer requests.
• Ability to independently resolve complex order discrepancies, coordinate cross-functional solutions, and escalate critical issues or business risks as appropriate.
• Proficiency in Microsoft Office; Excel skills required.

Qualifications

• High school diploma or equivalent.
• At least 2 years of experience in order management or similar field.
• Experience with EDI order processing is a plus.

Skills

• ERP systems and M3 (Infor) experience.
• Strong attention to detail.
• Excellent written and verbal communication skills.
• Customer service skills.
• Ability to work cross-functionally.
• Organizational skills.
• Ability to resolve complex issues.
• Microsoft Office proficiency, especially Excel.

Benefits

At Oregon Freeze Dry, we offer a comprehensive benefits package designed to support your health, financial security, and overall wellbeing. This includes customizable healthcare coverage, FSA/HSA options, a 401(k) plan with employer match, and more. We also provide a range of perks like pet insurance, community support opportunities, and referral bonuses. Join us and thrive in a supportive and inclusive workplace where your contributions truly make a difference.