Order Management Specialist

Shift

Monday-Friday 8:15am-5pm (no weekends!) (earlier shifts are based on seniority).

Compensation

Competitive pay & benefits with fun team activities during the year.

Location

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

Work Style

If you meet performance metrics, this role has the opportunity to work from home one day per week.

Career Opportunity

This role is a good fit for someone looking to build their career with our customers and move into further sales (external or internal), marketing, or more!

Day-to-Day Responsibilities

• Performs accurate and timely entry of customer purchase orders into ERP system.
• Reviews orders for completeness of specifications, quantity, pricing as well as customer account for other special agreements.
• Maintains customer specific notes to ensure proper handling of orders.
• Develops and maintains in-depth knowledge of customer classifications, products, pricing, and shipping methods.
• Create new ship to and bill to addresses within software as needed.
• Maintains customer database.
• Maintains special price program (Kardex) for customers with special pricing.
• Enters 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 process to reduce “A-Status” orders.
• Coincide with Sales and Distributors via phone and email to take appropriate steps to resolve open order/account issues.
• 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/resolve customer inquiries/complaints, Assist with incoming customer service calls and web chat responses.

Qualifications

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!