Order Services Representative

About the role

The Order Services Representative is responsible for end-to-end processing of customer orders from receipt through fulfillment while providing exceptional customer service. This role ensures order accuracy, and compliance with logistical and financial procedures. Works closely with customers, sales, logistics, and internal teams to support timely, accurate, and efficient order, shipment tracking and return execution.

Responsibilities

• Order Management
• Processes sales orders received via phone, website and EDI for company products as requested by direct customers or Sales using SAP and NetSuite software applications.
• Verifies pricing, product availability, shipping details, and customer information.
• Processes order changes, cancellations, returns, credits and debits as needed.
• Maintains accurate order records, customer files, and communication logs.
• Ensures compliance with company policies, pricing agreements, and service standards.
• Assists with routine reporting and documentation activities as assigned.
• Customer and Sales Support
• Supports customer and Field Sales inquiries related to orders, shipments, allocations, returns and product availability.
• Supports Field Sales Account Managers and direct customers by providing guidance and resolving sales orders, shipment tracking and returned goods issues.
• Resolves customer and Field Sales issues professionally and efficiently, escalating when necessary.
• Communicates policies, procedures, product availability, product allocations, shipping updates, delivery timelines and billing information to direct customers and Field Sales to facilitate understanding of order and transaction status.
• Maintains effective working relationships with internal teams and external customers.
• Cross-Functional Coordination
• Daily collaboration with Sales, Warehouse, Logistics, and Finance teams to ensure smooth order fulfillment, adhering to strict warehouse schedules.
• Collaborates with public warehouse, shipping carriers and internal teams to resolve delivery issues.
• Coordinates with Accounts Receivable to ensure orders are billed as communicated in published price list.
• Serves as an information resource for multiple systems and processes (Order to Cash, Connect.ITGBrands.com, Power BI Reports, MS Teams, SalesForce, etc), providing guidance to Field Sales and customers, as needed.
• Documentation & Compliance
• Maintains accurate order records, customer files, and communication logs.
• Affirm compliance with company policies, pricing agreements, and service standards.
• Assists with routine reporting and documentation activities as assigned.
• Ensures all documentation for orders, returned goods and discrepancies are formatted and organized correctly, per company guidelines, to remain compliant with internal, external, and global audits and controls.
• Assists managers in processing documentation to ensure proper receipt of returned goods and closely tracks arrival notices so that tax affidavits and credits are issued appropriately and timely.
• Issue Resolution & Continuous Improvement
• Researches and assists in resolving order, shipment, and system-related issues, escalating complex concerns as appropriate.
• Escalates recurring order, shipment or system issues to management for review and resolution.

Qualifications

• Required Minimum Qualifications:
• Education and Experience:
• Associate’s degree with 5+ years of experience or High School diploma/GED and 7+ years of experience.
• Age Requirement:
• Must be 21 years of age or older.
• Knowledge Required:
• ERP systems and order-to-cash processes (SAP, NetSuite preferred).
• Sales operations, pricing structures, and billing controls.
• Customer management and CRM/SFA platforms.
• Microsoft Office (Outlook, Word, Excel, PowerPoint) and Microsoft Teams proficiency.
• EDI order processing and exception handling (preferred).
• Skills Required:
• Oral and written communication.
• Customer relationship management.
• Planning, organizing, prioritizing, and managing multiple priorities.
• Flexibility and adaptability in a fast-paced environment.
• Analytical problem-solving and process improvement.
• Other Abilities Required:
• Maintain effective working relationships with internal teams and external customers.
• Manage competing priorities in a deadline-driven, sales-aligned environment.
• Manage strong working relationships with Sales, Finance, Logistics, and Operations.
• Operate independently while exercising sound judgment on commercial and system issues.

What We Offer

• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans.
• Dollar for dollar 401k match up to 6% and 5% annual company contribution.
• 15 Company-paid holidays.
• Generous paid time off.
• Employee recognition and discount programs.
• Education assistance.
• Employee referral bonus program.
• Hybrid workplace – remote / in office.
• Summer hours.
• Casual dress policy Monday through Friday.

Pay

Annual Base Salary Range: $38,274.00 - $47,842.00

Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.

Schedule

Hybrid workplace – remote / in office.

Benefits

• Medical/dental/vision/life insurance/disability plans.
• Dollar for dollar 401k match up to 6% and 5% annual company contribution.
• 15 Company-paid holidays.
• Generous paid time off.
• Employee recognition and discount programs.
• Education assistance.
• Employee referral bonus program.
• Summer hours.
• Casual dress policy Monday through Friday.