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, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline.
• Act as the single point of contact to customers, parts distribution centers, manufacturing plants, and cross-functional departments to process and fulfill customer orders; providing accurate documentation and continual communication throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of organizational processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Request support from the next appropriate level of customer support for complex escalations or issues, 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 ensure required export and shipping documentation is compiled to the relevant legislation.
• Act as liaison between the customer and aftermarket or manufacturing locations for quality issues; submit 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 become a proactive customer support organization.
• Participate in or lead process improvement projects.