Order Management Specialist I

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Trainer to join our team.

We are looking for an organized and detail-oriented Order Management Specialist to join our fulfillment team. You will play a key role in maintaining the utmost in customer satisfaction in creating and maintaining contracts, OEM bus builds, sales orders, customer purchase orders, customer & service returns and tracking all projects and status reports. Customer satisfaction is to be maintained through ownership and working with team-members and other departments, as needed, to reach resolution on all customer requests.

Duties and Responsibilities

• Receive, process, and confirm customer and vendor Purchase Orders
• Request quotes if one is issued, from Sales/Pricing Department
• Review relevant quotes pertaining to the Purchase Order to confirm pricing
• Review and create spare part quotes
• Responsible for data entry using Microsoft Dynamics 365
• Review Production Report daily and communicate all production
• Provide timely and accurate information on customer order status
• Process customer orders/changes according to established department policies
• Process customer and service returns according to established department policies
• Work closely with the Finance Department to resolve disputed payments and invoice discrepancies
• Contributes to the development and maintenance of standard policies, and procedures regarding customer service
• Adheres to all corporate policies, guidelines and statutory requirements
• Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel
• Provides back-up support to other group members in the performance of job duties as required
• Attends regular customer service departmental meetings
• Provides activity/statistical summary reports each week to Customer Service Manager
• Performs other related duties as assigned by management
• Professionally handle incoming requests from external and internal customers and ensure that issues are resolved both promptly and thoroughly
• Thoroughly and efficiently gather customer information, access and fulfill customer needs and educate the customer where applicable
• Provide quality service and support in a variety of areas including, but not limited to: billing, placing orders, and system troubleshooting
• Handles issues in the best interest of both customer and company
• Responsible for compiling and generating reports as they relate to customer service
• Manage OEM bus builds from start to finish including, but not limited to:
  • Order entry
  • Priced BOM
  • ECN (Engineering Change Notices) within the BOM (Bills of Materials)
  • Placeholder reconcilation
  • Material reconcilation
  • Bus Build tracker
  • Escalations
  • Material shortage and delays

Requirements and Qualifications

• High school diploma or GED certificate
• Customer Service experience preferred
• Must be able to work with limited oversight from management to accomplish assigned tasks
• Strong negotiation and influencing skills
• Highly developed sense of integrity and commitment to customer satisfaction
• Ability to communicate clearly and professionally both verbally and in writing
• Has a pleasant, patient and friendly attitude
• Possess a strong work ethic and team player mentality
• Ability to differentiate and correctly record sequences of letters and numbers such as part numbers or serial numbers.
• Proficiency with computer software such as Excel and Microsoft Dynamics 365
• Strong problem solving and critical thinking skills

Clever Devices is an Affirmative Action/Equal Opportunity Employer

In addition, Clever Devices Ltd. offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.