Sales Order Management Coordinator

Sales Order Management:

• Accurately monitor incoming customer POs from both website and direct customer communication.
• Liaise with customers as needed.
• Receive and verify PO details and, if appliable, liaise with the Service Department on pricing, product availability, and customer requirements.
• Enter and maintain customer POs in the ERP system for consumables and spare parts.
• Provide PO and Packing List to the Shipping Department for fulfillment.
• Liaise with the Sales Department to process customer Capital Equipment POs.
• Liaise with internal personnel to process part request forms for various matters.  
• Monitor the customer order fulfillment process from order receipt through delivery.

Delivery Planning & Customer Communication:

• Access and use UPS WorldShip shipping and logistics management to determine and confirm realistic delivery dates based on inventory availability and production or supply schedules for Capital Equipment and spare parts.
• For direct customer orders not received through the company website, generate confirmation to the customers.
• Proactively communicate order status updates and changes to customers.
• Serve as the primary contact for customer inquiries regarding open orders, back orders, and deliveries.

Order Management:

• Review open orders daily.
• Coordinate with Sales, Accounting, Procurement, Operations, Shipping, Engineering, Quality, Service, and Customer In-Service teams as required to resolve order or internal related issues.
• Address parts return through the RMA process. Issue RMA number from the RMA log and record the relevant information.

Exception Management and Troubleshooting:

• Investigate and resolve issues that may impact order fulfillment or customer satisfaction.
• Act as the coordinator in case of delayed deliveries and communicate corrective actions to customers.
• Escalate critical supply or logistics issues to the appropriate stakeholders (internal and external).
• Maintain clear documentation of order exceptions and resolutions.

Transportation Coordination:

• Arrange transportation for customer shipments that fall outside standard shipping processes.
• Coordinate with logistics providers, freight forwarders, and internal logistics teams to ensure efficient and timely delivery.
• Monitor special shipments and address transportation-related issues when necessary.

Reporting & Analysis:

• Prepare and distribute regular reports on open orders, overdue orders, delivery performance, and customer service metrics.
• Provide management with insights into order fulfillment risks and backlog status.
• Support continuous improvement initiatives related to order management and customer service processes.