The Order Management Specialist works in conjunction with customers, sales, and operations to maintain ownership of order processing from order entry to order delivery. This position ensures that new and open orders are process accurately and timely. Additionally, Order Management Specialists communicate with customers on modifications to orders and expectations regarding order fulfillment.

Essential tasks of the position

• New order entry and validation through ERP and other technology systems.
• Communicate with the Account Manager regarding special pricing by item, by order, etc.
• Open order management through adjustments to order holds, shipping dates, and transaction specific remarks/notes.
• Work with Supply Chain to ensure timely order fulfillment.
  • This includes but is not limited to incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes.
• Communicate with the accounting team about rush sales orders on credit hold; credit card orders; CIA orders.
• Communication of order acknowledgements, confirmations, or adjustments in shipping expectations to the customer.
• Coordination with warehouses and carriers to ensure order shipment and delivery, including escalating urgency based on order dynamics.
• Interact with customers regarding details around order management and order shipping.
• Management of order related data integrity checks.
• Maintenance of standardized or specific remarks to meet customer requirements and assure consistency in information relayed to internal customers, warehouses, and carriers.
• Coordinate sales/management communication when insufficient material due to allocation.
  • Validate/reject orders
  • Move material between accounts
  • Review allocation backorders and take necessary action
• Backup Support for Customer Experience Leads and Sales Support Specialists

Quality:

Activities of the position affect quality including quality objectives. Responsibilities and authorities include where appropriate:

• Initiate action to prevent the occurrence of any nonconformities relating to product, process, or quality system, up to and including when necessary, stopping production to correct quality problems.
• Identify and record any problems relating to the product, process, and quality system.
• Document problems, steps taken for resolution and preventative action in CRM software and notifying all parties required.
• Initiate, recommend, or provide solutions through designated channels.
• Verify the implementation of solutions in areas under your control.
• Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.
• Perform duties and tasks as prescribed in company policies, procedures, and work instructions.

Note:

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but to describe baseline activities. These duties will from time to time be altered to suit the needs of the company.

We are a tobacco free, professional environment.