Customer Order Management Representative

Pay Range: $19.00hr - $24.00hr

Job Overview:

Act as the single point of contact for assigned customer accounts, managing the entire order life cycle to ensure orders are processed on time.

Key Responsibilities:

• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, and escalations, to logistics management) to ensure orders are shipped by the agreed deadline.
• Act as the single point of contact for customers, parts distribution centers, manufacturing plants, and cross-functional departments to process and fulfill customer orders while providing accurate documentation and continuous communication.
• Take ownership of and resolve complex customer inquiries through extensive research and a detailed understanding of processes, systems, and practices, providing timely responses per the Service Level Agreement.
• Request support from the appropriate level of customer support for complex escalations, providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database or system.
• Ensure customers comply with export policies and compile required export and shipping documentation per relevant legislation.
• Act as a liaison between the customer and aftermarket or manufacturing locations for quality issues, submitting Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Demonstrate knowledge of Quality Management Systems.
• Support the supervisor with hosting customer visits at the local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures, and metrics.
• Support Customer Order Management departmental goals and initiatives to build a proactive customer support organization.
• Participate in or lead process improvement projects.