What are the responsibilities and job description for the Customer Service/Order Management Specialist, Manufacturing position at Laars Heating Systems Company?
Laars Heating Systems Company, a subsidiary of Bradford White Corporation, is a recognized industry leader in the design and manufacturing of commercial and residential boilers, water heaters, and pool heaters. We are seeking an experienced Customer Service / Order Management Specialist who will play a critical role in overseeing the entire order life cycle, from order initiation through to delivery, ensuring smooth operations and excellent customer satisfaction. This position involves close collaboration with sales, warehouse, and multiple internal teams to ensure timely and accurate order processing. The ideal candidate will have strong experience in order management, problem-solving skills, and order management software.
Responsibilities:
- Manage the entire order life cycle from initiation to delivery.
- Coordinate with sales, warehouse, and other departments to ensure timely and accurate order processing.
- Ability to multitask order entry while responding to emails and taking phone calls
- Ability to review and respond to group email in a timely manner.
- Address and resolve any order-related issues to ensure customer satisfaction.
- Ensure accurate order entry in the ERP system within 24 hours of receipt, adhering to production lead times.
- Provide high levels of service to customers and assist with inquiries, or issues regarding pricing, orders, and delivery.
- Collaborate with other departments, including Materials Management, Production, Engineering, and Logistics, to resolve issues related to invoicing, shipping dates, product availability, and order discrepancies.
- Assist in handling credits, freight claims, returns and adjustments to customer orders.
- Maintain accurate account information, including taxes, territory, sales reps, and order details.
- Issue credit and invoices for corrections as needed.
- Address costing and pricing issues in coordination with relevant departments.
- Perform other duties and special projects as required.
Job Requirements:
- High School Diploma required. Associate or bachelor’s degree in relevant field preferred.
- Minimum of 2 years’ experience in a Customer Service role, preferably in manufacturing.
- Proficient use of Microsoft Office products including Word, Excel, Teams, PowerPoint, and Outlook.
- Experience using an ERP system and other reporting tools preferred.
- Strong problem-solving abilities and attention to detail
- Excellent written and verbal communication skills
- Strong passion for Customer Service, with the ability to handle a variety of customer situations with enthusiasm and tact.
- Quick learner of new systems, adaptable, and enthusiastic about adopting automation efforts.
- Experience with customer management software (CMS) a plus.
- Self-motivated, high energy, independent, and flexible.
- Capable of understanding inventory levels and part numbers.
- Knowledge of and ability to understand Multi-Level Bill of Materials is a plus.
