Order Processing Specialist (Internal Only)

Description

POSITION: Order Processing Specialist

REPORTS TO: Customer Service Operations Manager

JOB SUMMARY:  Provides exceptional service to external and internal customers regarding order processing for all business units. Responsible for working with customers, colleagues, and vendors through all communication methods (phone, email, fax, proprietary software, websites, etc.) to resolve order processing issues accurately and quickly.

Essential Duties and Responsibilities:

1. Resolves order processing inquiries and challenges via phone and email for customers across all business units.
2. Interacts with customers and colleagues with warmth, professionalism, and confidence.
3. Assists with placing orders and providing order updates, processing returns and damage claims and issuing customer credits.
4. Works with Channel Management to ensure timely and accurate communication with customers regarding pricing, lead time issues, back orders and other order related issues.
5. Maintains customer accounts as needed.
6. Answers questions related to company policies (return, warranties, ETS, etc.).
7. Works proficiently in various order management platforms including Oracle and IBVI's eCommerce platforms.
8. Adheres to standard operating procedures for customer interaction documentation and follow up protocol.
9. Uses Oracle to enter orders, research purchase orders, purchase requests, inventory, and shipping statuses with minimal assistance from supervisors or other departments.
10. Meets performance requirements satisfactorily as key performance indicators (KPI’s) are developed.
11. Provides support to Customer Service team on an as needed basis.
12. Serves as brand ambassador for IBVI.
13. Performs all other duties as assigned.

Supervisor Responsibilities: No

Qualifications

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required. 
 
•    High school diploma or equivalent required. 
•    1 year of customer service experience is preferred.
•    Self-motivated and be a self-starter to take on and complete outstanding tasks. 
•    Prioritize and manage multiple tasks at any given time.
•    Work under pressure and deadlines.
•    Strong computer skills are required. Must be proficient with Microsoft Office, especially Word, Excel, and Outlook. 
•    Above average typing skills for data entry.
•    Willingness and ability to successfully learn processes for all areas of customer service.
•    Follows instructions and pre-established guidelines.
•    Must be reliable.
•    Able to work in a collaborative team environment. 
•    Must be comfortable enough to ask for help if something is unclear. 
•    Must have a positive attitude even and especially when faced with high-stress situations.
•    Must continuously improve to meet metrics and KPI’s developed by management.
•    Must be able to stay focused on their tasks even when the surrounding work area is hectic.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

•    Must be able to sit for extended periods of time.
•    Able to lift up to 10 lbs. 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  

•    Light to moderate noise levels.
•    Moderate to low light levels.

All job offers from IBVI are contingent on candidate’s ability to pass a drug screen and background check. 

IBVI is committed to maximizing employment opportunities for the blind and visually impaired. Blind and visually impaired individuals will be given hiring priority. We are required to fill certain positions with legally blind individuals. 

Full Time Non-Union Compensation and Benefits: Vacation time, discretionary bonus, health insurance, dental, FSA, life and disability insurance and a 403B retirement plan with a generous company match. 

IBVI is a leading manufacturer, supplier and distributor of industrial office supplies, office furniture, customized kitting and promotional products.  We are looking for amazing people to join our team! Committed to workplace accessibility, we are dedicated to employing a diverse workforce. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the job described.

Industries for the Blind and Visually Impaired is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.