Customer Service Representative – Order Management

Position Overview

We are seeking a detail-oriented Customer Service Representative to support the Sales Order Management process, ensure customer satisfaction, reconcile customer accounts, and help support the company's revenue stream. This role works within a six-person customer service team and partners closely with Manufacturing, Shipping, Logistics, Credit, Accounts Receivable, Regulatory, and other internal departments to ensure timely and accurate order fulfillment.

This position requires someone who thrives in a fast-paced environment, can manage multiple priorities, and delivers exceptional customer service while maintaining a high level of accuracy.

Key Qualifications

• Previous Call Center and Order Entry experience
• SAP knowledge required
• Strong Microsoft Excel skills
• Highly organized with the ability to manage multiple email inboxes
• Experience processing high-volume orders (approximately 400–500 orders per quarter)
• Ability to work effectively in a collaborative team environment
• Comfortable working in a fast-paced environment with changing priorities

Key Responsibilities

Order Management (65–70%)

• Manage a portfolio of customer accounts within assigned markets or geographic regions.
• Process approximately 2,000 customer orders annually.
• Receive, review, and acknowledge customer orders within 24 hours.
• Perform complete quote-to-cash responsibilities, including:
  • Order entry
  • Customer master maintenance
  • Order acknowledgements
  • Shipping notifications
  • Invoice processing
• Maintain customer master data and account information.
• Monitor orders to ensure on-time delivery and proactively communicate delays.
• Coordinate revised delivery schedules when necessary.
• Review inventory availability and manage backorders.
• Request approval for alternative shipping methods when appropriate.
• Utilize SAP and reporting tools to monitor order status and identify issues.
• Escalate order fulfillment concerns to management when necessary.
• Develop product knowledge to provide proactive solutions to customers.

Customer Issue Resolution (10–20%)

• Resolve customer issues while maintaining positive customer relationships.
• Process and close customer complaints within established service level agreements.
• Document complaints and route them to the appropriate internal teams.
• Investigate order discrepancies and account residuals.
• Process customer credits and billing adjustments within authorization limits.
• Recommend process improvements and identify operational gaps.

Training (5%)

• Complete all required training programs.
• Learn new products, systems, and business processes.
• Maintain required ISO training documentation.
• Apply new knowledge to daily responsibilities.

Additional Responsibilities (10%)

• Review existing ISO procedures and recommend process improvements.
• Support additional business functions as assigned, including:
  • Inside Sales
  • Import/Export activities
  • Collections
  • Forecasting
  • Supply Chain support
  • Reporting (SAP BW, WBBR, etc.)
• Attend Supply Chain and Sales & Operations Planning (S&OP) meetings.
• Communicate supply chain updates and product availability to customers and internal teams.
• Assist with special projects and other business initiatives as assigned.

Required Qualifications

• Experience in customer service, call center, or order management.
• High-volume order entry experience.
• SAP experience.
• Strong Microsoft Excel skills.
• Excellent organizational and multitasking abilities.
• Strong verbal and written communication skills.
• Ability to prioritize work in a fast-paced, changing environment.
• Strong problem-solving and customer service skills.
• Ability to work effectively with cross-functional teams.

Preferred Skills

• Experience with quote-to-cash processes.
• Knowledge of customer master data maintenance.
• Experience supporting manufacturing, distribution, or supply chain operations.
• Experience using SAP reporting tools (SAP BW, WBBR).
• Familiarity with ISO procedures and documentation.
• Experience working with inventory management, logistics, and transportation coordination.