Customer Order Management Coordinator

Are you passionate about delivering exceptional customer experiences and thrive in a fast-paced, detail-driven environment? Join Pretium Packaging as a Customer Order Management Coordinator, where you'll play a key role in managing the full order lifecycle for top-tier clients across North America and Europe. If you're a proactive communicator with ERP experience and a customer-first mindset, this is your opportunity to make a real impact in a growing global company.

Company Overview

Pretium Packaging, founded in 1992, is a leading supplier of injection-blow molded plastic containers, renowned for our commitment to superior quality, value, and customer service. With 16 manufacturing facilities across North America, we provide innovative packaging solutions that meet the diverse needs of brand owners in the United States and Canada.

WHAT YOU’LL BE RESPONSIBLE FOR:

The Customer Order Management Coordinator (COMC) will manage the end-to-end customer purchase order cycle (from the customer purchase order review and placement on Pretium ERPs, the internal processes to fulfill on-time and in-fill the customer order line, the shipment from the Pretium facility to the customer, and the receiving and usage of the product by the customer), always focusing on improving customer experience.

The COMC will coordinate all matters related to customer finished goods purchase orders for direct customers and distributors, focusing on resolving, updating, and answering the customer, sales, and remaining area inquiries timely manner.

Responsible for managing a set of customer groups and/or local customers located across 25 Pretium sites in the USA, Canada, Mexico, and Europe.

WHAT YOU’LL BE DOING:

• Receives, analyzes, and responds to customers, sales team, and other areas' inquiries promptly, addressing product selection, inventory availability, freight costs, shipment promise date, production lead time, product pricing, samples, label requirements, product literature, and complaints.
• Proactively call the customer to confirm that the purchase order was received according to the Pretium order confirmation, improving customer (Is there anything else that we could do to improve our services? Do you need anything else from us currently?)
• Keep the customer and sales team informed concerning any shipment delays or quality issues. Monitors production schedules and inventory levels to provide customers with accurate and timely updates. Immediate Escalate as Needed!
• Provides clear and reliable communication regarding customer orders to support inventory management, production planning, and operations teams, always focusing on improving customer experience and delivering each customer order line on time and in full.
• Supports manager, customer order management by maintaining up-to-date customer information, sending promptly Pretium order confirmation, and opening lines of communication to effectively meet customer needs and drive business growth.
• Manages open orders daily to ensure timely processing and order
• Accurately enter orders and customer information into the ERP system by all requirements, ensuring useful and reliable data is available for each customer, order, and product.
• Responsible for verifying current stock availability before requesting to produce a customer order
• Initiate communication with existing and prospective customers to identify purchasing requirements for each customer group and account.
• Responsible for initiating the non-conforming process, including the return material authorization process (RMA), responding to customer inquiries regarding credit memos and miscellaneous credits, and entering all relevant data into the ERP system to ensure the timely progression.
• Follow all safety policies and respective standard operating procedures (SOPs).
• Perform other related duties and special projects related to Customer Order Management as

 

How Will You Be Measured? Main KPIs - Key Performance Indicators:

 Accuracy of customer purchase order entering and open customer orders

• Response time to customers, sales team and remaining areas
• Customer On-Time and In-Full (OTIF)

WHAT YOU’LL NEED:

• High School Diploma with a proven minimum of three years of customer service Bachelor’s degree in business administration or other disciplines is a plus.
• Knowledge of Microsoft Suite (Excel, Word, and PowerPoint) and ERP experience, especially in IQMS, Oracle, and/or SAP, and business intelligence system knowledge like Microsoft Power BI or Tableau are desired.
• Capability to perform reading, writing, and speaking at a professional
• Fluency in English and a second language as Spanish, is preffered.
• Positive attitude and sense of
• Ability to remain calm in stressful situations (emotional intelligence).
• Excellent interpersonal and communication
• Team Player

 

 

Equal Opportunity Employer:

Pretium Packaging is committed to creating a diverse environment and is proud to be an equal opportunity employer. Disability/Veteran