Order Management Specialist

Job Title: Order Management Specialist 

Position Overview

As an Order Management Specialist at Irwin, you will play a critical role in delivering exceptional customer experiences, supporting product sales, service, and installations. This individual serves as a key point of contact for inquiries, order processing, technical coordination, and warranty support, ensuring customer satisfaction and fostering positive relationships.  

Responsibilities 

Customer Support 

• Serve as the primary contact for customer inquiries related to products, parts, services, and installations. 

• Respond promptly to phone, email, and online requests, ensuring high levels of customer satisfaction. 

• Adjust and resolve complaints related to billing, service, or product issues by coordinating with appropriate departments. 

Order Management 

• Process customer orders, service requests, and warranty claims with accuracy, maintaining detailed records in ERP and CRM systems. 

• Coordinate with internal teams to track order status and communicate delivery timelines or delays to customers. 

Technical Support Coordination 

• Collaborate with technical and field service teams to troubleshoot issues and escalate complex problems when necessary. 

• Assist in determining resource needs, including staff hours, parts, and equipment, to resolve service requests effectively. 

Warranty and Pricing Support 

• Facilitate warranty claims by verifying eligibility and coordinating repairs or replacements. 

• Assist with establishing parts pricing in collaboration with internal departments and incorporate accurate pricing into quotes. 

Relationship Building and Advocacy 

• Develop strong customer relationships by understanding their needs and providing personalized service. 

• Act as a customer advocate within the organization, ensuring feedback is communicated to relevant teams to drive improvements. 

Cross-Functional Collaboration 

• Partner with sales, field support, and production teams to address customer needs and deliver seamless service. 

• Contribute to process improvement initiatives to enhance efficiency and the overall customer experience. 

Qualifications 

• Bachelor’s degree in a relevant field is preferred; equivalent combination of education and experience will be considered. 

• 2 years of customer service experience, preferably in a manufacturing, technical, or service-oriented environment. 

• Familiarity with parts, warranty, and service coordination processes is highly desirable. 

• Proficiency in ERP and CRM systems; strong MS Office skills. 

• Ability to interpret technical documents and communicate effectively with customers and internal teams. 

• Strong problem-solving, organizational, and interpersonal skills. 

• Competence in basic mathematical concepts, including percentages, proportions, and basic geometry. 

Physical Demands and Work Environment: 

While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee frequently is required to walk. The employee is occasionally required to stand; use hands to finger, handle, or feel; and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. 

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and loud machinery.? The noise level in the work environment is usually quiet. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.? 

FLSA Status: Exempt 

Compensation: The base salary range for this full-time positions is $47,000 - $52,000. Individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role. 

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Salary : $47,000 - $52,000