Customer Account & Order Management Specialist

Job Description

Job Description

About The H-J Family of Companies

The H-J Family of Companies is a global leader in the design and manufacture of products used in the transformer and switchgear industries. We are a  family-owned, growth-oriented company that takes pride in innovation, quality, and the success of our employees. Our team members are passionate about creating reliable solutions for our customers worldwide while upholding our values of  integrity, teamwork, and continuous improvement .

Location: This is an on-site position located in High Ridge, Missouri. Candidates must be able to commute to the office each day. Relocation assistance is not available for this role.

About the Role

The Customer Account & Order Management Specialist serves as the primary operational contact for assigned customer accounts and is responsible for managing orders from receipt through shipment. This role works closely with production, purchasing, logistics, accounting, and quality teams to ensure accurate order processing, proactive communication, and on-time delivery.

The ideal candidate has experience supporting customers within a manufacturing, industrial, or distribution environment, is highly detail-oriented, and thrives in a fast-paced operational setting.

This is not a retail or call-center customer service role.

Essential Duties and Responsibilities

Order Entry & Validation

• Accurately enter customer orders into the ERP (Epicor) system, verifying quantities, pricing, ship dates, terms, and all required details
• Issue order acknowledgments within 24 hours
• Validate cross-references (Xref), KPP, lead times (LT), and quantities prior to order release
• Confirm pricing aligns with approved rate tables and customer agreements

Order Lifecycle Management

• Manage customer orders from entry through shipment to support on-time delivery
• Process revisions, changes, cancellations, expedites, and special requirements
• Proactively review ERP dashboards, reports, and order status to identify and address potential delays or issues
• Coordinate with internal teams to ensure timely execution of customer requirements

Customer Communication

• Serve as the primary contact for assigned customer accounts regarding order status, updates, and issue resolution
• Communicate changes, delays, or concerns clearly and professionally
• Escalate potential delays, shortages, quality concerns, or operational issues to the appropriate internal teams

Cross-Functional Coordination

• Partner with production, purchasing, logistics, accounting, and quality teams to support customer order execution
• Coordinate with finance to resolve credit holds, shipment holds, or invoicing concerns
• Support investigation and resolution of customer inquiries and account issues

Documentation & Compliance

• Provide required documentation including Certificates of Compliance, W-9 forms, inspection reports, and other regulatory documentation
• Complete customer-specific reports and documentation requirements accurately and on time

Customer Data Management

Maintain accurate customer account records within the ERP system, including:

• Contact information
• Billing and shipping addresses
• Payment and shipping terms
• Customer-specific requirements and notes

What Success Looks Like

• Customer orders are entered accurately and acknowledged within established timelines
• Customers receive proactive communication and timely updates
• Production or shipment delays are identified early and communicated appropriately
• ERP and customer account data remain accurate and audit-ready
• Internal teams and customers view you as responsive, organized, and dependable

Qualifications

• Minimum of three (3) years of customer account support, order management, inside sales support, or customer operations experience within a manufacturing, industrial, or distribution environment required
• Experience working within an ERP system in a manufacturing environment required
• Epicor ERP experience preferred
• Associate’s or Bachelor’s degree preferred
• Strong understanding of order processing, production coordination, logistics, and customer communication
• Strong attention to detail and data accuracy
• Excellent written and verbal communication skills
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong problem-solving skills and sound judgment
• Ability to collaborate effectively across departments

Benefits

The H-J Family of Companies offers team members a comprehensive suite of benefits including, but not limited to:

• Medical insurance with FSA and Deductible Reimbursement Arrangement (DRA)
• Dental and vision insurance
• Company-paid life insurance
• 401(k) retirement plans with Traditional and Roth options
• Profit Sharing with a 3-year vesting schedule
• Tuition reimbursement
• Monthly employee appreciation events
• Career growth opportunities within a global manufacturing organization

Join us and help power the future!

#ZR