Order Management Specialist

About the role

AprilAire is a growing Madison-based company and an industry-leading provider of healthy air solutions. We believe everyone deserves healthy air. You will join a team of professionals who are passionate, customer-focused, adaptable, and leading the way for new HVAC technologies and innovative thinking. We are proud to have products in over 7 million homes and look forward to our continued success.

This role is a key pipeline to other areas of our business and a good fit for someone looking to build their career with our customers, moving into further sales (external or internal), marketing, or more.

Responsibilities

• Perform accurate and timely entry of customer purchase orders into ERP system.
• Review orders for completeness of specifications, quantity, pricing, and customer account for other special agreements.
• Maintain customer-specific notes to ensure proper handling of orders.
• Develop and maintain in-depth knowledge of customer classifications, products, pricing, and shipping methods.
• Create new ship-to and bill-to addresses within software as needed and maintain customer database.
• Maintain special price program (Kardex) for customers with special pricing; enter debit and credit memos.
• Monitor open (“A-Status”) order report to ensure timely resolution of order processing and communicate pertinent information as necessary.
• Perform research, determine root cause analysis, and make recommendations to management/sales to implement improved processes to reduce “A-Status” orders.
• Coordinate with Sales and Distributors via phone and email to resolve open order/account issues (e.g., pricing, quantity discrepancy, request revised PO).
• Manage email mailbox correspondence to provide support on:
  • Pricing requests
  • PO management
  • Logistic coordination, order/tracking status, generate packing slips/bill of lading
  • Literature requests
  • Post-order support, no-charge/replacement orders, coordination with manufacturing, data verification (warranty claims, order history)
• Investigate unresolved short payments.
• Respond to and resolve customer inquiries/complaints.
• Assist with incoming customer service calls and web chat responses.

Requirements

• Confidence in speaking with customers while accurately documenting details in our system.
• Exceptional customer service skills—you show empathy, curiosity, and approachability in every interaction.
• Comfort working with Microsoft Word, Excel, and other office software to keep things organized and efficient.
• A natural ability to dig into the numbers and use your detail-oriented mindset to uncover insights.
• Strong critical thinking skills to work through and resolve unique customer orders.
• Commitment to meeting and maintaining key metrics, ensuring the team consistently delivers on business goals.
• Technical agility—able to work across multiple tabs and triple monitors without losing focus.
• Bonus points: Experience with AS400 is a huge plus!

Benefits

• Competitive pay & benefits.
• Fun team activities during the year.
• Opportunity to work from home one day per week if performance metrics are met.

Schedule

Monday–Friday, 8:15 AM–5:00 PM (no weekends; earlier shifts are based on seniority).

Location

130 S. Ingersoll, Madison, Wisconsin 53703 (near UW-Madison campus and free parking).