Position: Order Management Specialist

• First 3 Months: Onsite Monday-Friday for training
• Post Training: Potential for remote work 2 days per week

Order Management:

• Manage order inbox assignments and handle order entry via electronic and manual methods.
• Process credits and debits, inbound phone calls, replacements, returns, and complaints.
• Handle complex products including reserve order material and products with characteristic selections.
• Review and edit orders for accuracy and ensure timely delivery of materials.
• Ensure proper documentation is attached to orders within all systems.
• Process activities in compliance with established Customer Service Procedures, SOP, and SDS requirements.
• Document all customer interactions accurately in SAP/SFDC.
• Verify the validity of prices by reviewing customer Purchase Orders and contacting the Pricing and Contracts Team when needed.

Customer Service:

• Provide excellent customer service with a positive, friendly, and helpful demeanor.
• Maintain a positive working relationship with team members and department peers.
• Handle potentially negative information, such as extended backorders, in a positive manner.
• Defuse angry customers professionally using effective listening and communication skills.
• Assist customers with website registration, order placement, and troubleshooting.

General:

• Interpret availability data for materials using SAP T-codes, written reports, verbal updates, and release notifications.
• Perform other duties as assigned.

Required Skills and Qualifications:

• Technical Skills: Proficiency in Microsoft Office; ability to type 40-45 wpm.
• Communication Skills: Excellent written and oral communication skills, professional telephone skills, and the ability to present information diplomatically.
• Customer Service: Demonstrated commitment to Customer Service/Service Excellence.
• Analytical Skills: Strong attention to detail and results-driven.
• Problem-Solving: Ability to handle multiple tasks efficiently and effectively, adaptability, and the ability to work independently and in a team.
• Software Proficiency: Must demonstrate ability to work with Excel spreadsheets to edit/maintain data.
• Work Under Pressure: Ability to work effectively under pressure to meet deadlines.