Order Management Specialist / Customer Service Representative

POSITION RESPONSIBILITIES

• Support Account Managers and customer accounts as assigned by providing exceptional
  support and developing strong relationships with team members and customers at plant
  and/or corporate locations
• Daily coordination of orders, material shipments and ASN's, entry/processing and
  management of incoming customer orders through shipment, including internal expedites
  with supply chain, QA, Operations and Logistics to ensure accurate and timely
  processing of orders
• Work with customers and internal teams to communicate constraints in supply and
  coordinate with them to adjust orders accordingly
• Respond to customer requests related to shipping documentation and proof of delivery
• Analyze and communicate customer demand changes internally to Buyer and externally
  to Customer when appropriate
• Assist in investigation and resolution of customer concerns, working with Operations,
  Supply Chain, QA and Engineering as necessary to ensure closure, along with entering
  and tracking RMA's and replacement Customer orders as necessary
• Support Finance in resolving receivables and invoicing concerns; process credits and
  debits as needed
• Provide follow-up support for all customer or company requests and objectives
  Dependent upon account, responsibilities may include instances of
• Process, submit and follow up on customer quotations
• Contract/P.O. Review and Records Management per documented processes
• Initiate set up of customers and track to completion
• Manage customer pricing in system
• Prepare, submit and track customer drawing or specification changes, deviation requests,
  supplier change requests and buy authorizations
• Support the reduction of excess and obsolete inventory by investigating and compiling
  supporting information
• Update and maintain all applicable reports in a timely manner
• Support GFC branch(es) with contract VMI serial files (if applicable)

SKILLS, KNOWLEDGE, ABILITIES:

• Strong sense of urgency and ownership with a commitment to working with customer and
  internal teams
• Excellent communication skills including verbal, written and interpersonal
  Customer Service/Account Manager 2 May 17, 2023
• Ability to identify and negotiate solutions that are aligned with company strategies and
  goals, and gain agreement from customer
• Focus on attention to detail and accuracy while meeting deadlines
• Capacity to handle multiple detailed tasks with frequent interruptions
• Strong organizational and follow up skills, ability to manage time and plan, flex and
  coordinate workload with shifting priorities
• Ability to recognize potential problems, correctly identify actual problems, and take the
  necessary steps to prevent or resolve problems
• Analytical ability to gather and interpret data and relevant information and draw accurate
  conclusions
• Proficient use of ERP system, Microsoft Word, Excel (v-lookup and pivot tables) and
  Outlook
• Willingness and ability to be flexible and adapt to changing job requirements
• Ability to understand and follow all processes and procedures

ENVIRONMENT:

• Must be able to work in a busy office setting and/or remotely as a self-starter without
  direct supervision at all times
  

PHYSICAL REQUIREMENTS:

• Must be able to sit and work at a computer for up to 8 hours per day
  

JOB QUALIFICATIONS:

• Must have high school diploma or equivalent
• Preferred: Associates Degree or higher, or 2 years of related experienc
• Experience in the fastener, distribution, or manufacturing industries is helpful
  

WILL BE EVALUATED ON:

• Attendance
• Adherence to all safety policies and procedures
• Dependability
• Knowledge of Job
• Quality of work performed
• Achievement of departmental and personal goals and objectives
• Interpersonal Relations/effectiveness as a team player