Order Management Specialist

THIS IS A LOCAL ONSITE ROLE IN PENDERGRASS, GA!

POSITION SUMMARY

The Order Management Specialist will be responsible for monitoring and managing all relevant areas and activities needed to meet the established terms of purchase requirements for customers. This role will coordinate with the supervisor to ensure efficient process of orders and material releases. The position will initiate, and handle correspondence related to specific customer needs to ensure customer satisfaction. This position will also initiate direct customer contact and respond to requests for sales support, reporting needs, order status, product availability and status.

CORE FUNCTIONS

• Build and maintain strong, long-lasting relationships with assigned customers, understanding their business needs and objectives.
• Serve as the primary point of contact for customer inquiries, concerns, and requests, providing timely and effective solutions, including tax deferred profiles, claims, rebates, and warranty support, as applicable.
• Manage open orders through the fulfillment process including releasing orders, delivery issues, and payment disputes.
• Maintain customer resources and requirements including portal management (pricing, part numbers, planograms), service levels, scorecards, and quality audits as applicable.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to support customer needs and drive business success. Proactively escalate and communicate critical issues.
• Collect and analyze data concerning customer behavior to understand the changing needs; recommend and make changes as needed.
• Track and analyze key account metrics to identify opportunities for optimization.
• Utilize demand forecasting techniques to anticipate client needs and ensure adequate inventory levels to meet demand.
• Identify opportunities for upselling and cross-selling additional products/services to existing customers, maximizing account profitability.
• Recommend and implement plans for efficiency and cost savings/revenue opportunities.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High School Diploma or GED required.
• 2+ years of experience in customer service and/or account management is required.