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Customer Order Management Representative

Cynet Systems
Nashville, TN Contractor
POSTED ON 2/4/2025 CLOSED ON 4/1/2025

What are the responsibilities and job description for the Customer Order Management Representative position at Cynet Systems?

Job Description:

Responsibilities:
  • Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalation; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
  • Act as the single-point-of-contact to Clients' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders.
  • Providing accurate documentation and continual communication to customers throughout the process.
  • Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Client's processes, systems, and practices.
  • Provide timely and informative responses as per the Service Level Agreement.
  • Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
  • Maintain accurate records of all internal and external interactions in the appropriate database/system.
  • Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
  • Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues.
  • Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
  • Knowledge of Quality Management Systems.
  • Support Supervisor with hosting customer visits at local facilities.
  • Prepare and distribute standard and customized internal and customer reports.
  • Understand Customer Order Management policies, procedures, and metrics.
  • Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
  • Participate in/lead process improvement projects.
Skills:
  • Communication.
  • Supply Chain Experience.
  • Excel familiarity.
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