Specialist, Order Processing

The Order Processing Specialist performs a wide variety of duties to receive, interpret, analyze, coordinate, enter, manage, and follow-up customer and distributor sales orders through production and shipping. Responsible for providing product and sales information, order status, availability, pricing, and delivery to customers and distributors. This role is also responsible for maintaining appropriate sales records/files and delivering an exceptional customer experience during every customer interaction.

Description of Job:

Customer Sales Processing

• Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor.
• Review order transmittals and other paperwork when received. Interpret incoming order documentation to ensure configuration, price, and product requirements are accurate and specifications are complete prior to order entry.
• Enter and process confirmed orders in JDE EPR system and acknowledge back to customer within 24-48 hours from time of receipt. 
• Maintain processed orders as required with any product, pricing, scheduling, address, or shipping changes. 
• Inform the manufacturing/shipping department with any changes affecting those departments using the appropriate back-up paperwork. Maintain open and closed sales files.

Distributor Sales Processing

• Review incoming orders to ensure order is complete with information needed to ship the order accurately for the customer. Contact distributor for clarification of missing information. Resolve any problems with the orders to assure order is processed within established guidelines of discounting, terms and conditions of sale, etc.
• Accurately enter (non-E-Commerce) sales orders into the business system. Responsible for the maintenance and invoicing of all sales orders.
• Answer distributor’s inquiries regarding pricing, availability, and order status.
• Be the distributor contact for inquiries that correspond with order entry.  Process and distribute the distributors open order report weekly. Inform distributors of delays in product shipment or shipping problems as informed by the corresponding departments. 
• With the Purchasing team, provide planned ship dates to distributors for non-stock items. Advise distributors of delays or changes in shipping dates as required. Expedite, where required, to meet customer expectations.
• Coordinate dispute resolution from Distributor Network including, but not limited to, order accuracy, price, freight, collections, and tax.

Sales Support

• Answer any sales order questions that arise within sales, customer service, or other departments within the Company.  Assist other 4Front departments with customer facing issues.
• Assists with complaints concerning billing or service rendered; referring complaints of service failures to designated departments for investigation.
• Assist Manager with maintaining production lead times, product pricing discrepancies, follow-up correspondence with distributor, and internal department inquiries, etc.
• Work with Sales, Operations, Engineering, and other departments about date management, special requests, freight, and other customer needs.
• Participate in various meetings including, but not limited to, Huddle Meetings, Operational Review Meetings, etc.
• Assist with continuous improvement projects including lean and kaizen events in order to improve the department.

Other Sales Processing Support Functions (these job functions may not be required at all locations)

• Investigate and process freight claims which involves working with carriers and distributors to resolve issues.  Enter replacement orders into system and process freight claim paperwork.
• Provide general product and sales information to distributors to assist in the sales process. Inform distributors of current 4Front promotions, our product offering, and new or upgraded products.
• Train distributors on the use of the 4Front Resource iCustomer (e-Commerce) program for distributors to use to enter orders into the business system. Where necessary, assist distributors with the program.
• Perform shipping tracers and provide tracking information to our distributors.
• Coordinate all Returned Product Authorizations (RPAs) including follow up and disposition of product to distributors. Obtain Manager’s approval of RPA. Process corresponding credit memos where necessary.
• Coordinate the processing of warranty claims received from distributors. Gather all information, ensure the accuracy of the information, obtain approval, and submit for payment.
• Collaborate with 4Front technical support personnel to provide problem solving, application solutions, and troubleshooting to distributors including 1) resolving errors in application, 2) identification and selection of necessary parts needed for their specific repair/application, to include reviewing field pictures, researching part/product manuals, and engineering drawings, and 3) performing Level 1 troubleshooting via phone with distributor’s service technicians, to determine cause and location of failure by using electrical schematics and engineering drawings.
• Assist and train the distributors to use 4Front Product Surveys including the use of the iPad Product Survey app. Review the surveys with Technical Support and/or Engineering to determine the best product(s) for end user’s application.

Education and Experience:

• Requires a high school diploma. General education or college courses equivalent to an Associate’s degree in Business Administration is desirable.
• 2-4 years of experience in customer service working directly with customers, salespeople, or distributors.
• Experience using iPhone and iPad is a plus for the Mequon location.

Questions To:  john.vandenberg@4frontes.com

We are the ASSA ABLOY Group
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