Order Management Representative

Job SummaryWe are seeking a dedicated and detail-oriented individual to join our Customer Experience team as an Order Management Representative. In this role, you will be responsible for managing domestic orders, across 30-50 assigned key accounts, handling sales order management duties, and coordinating inventory reservations to ensure efficient order fulfillment and best-in-class customer satisfaction.Essential Job ResponsibilitiesProcess orders accurately and efficiently, ensuring adherence to company policies and procedures.Leverage all automation within order processing via EDI and the Automation order tools.Serve as the primary point of contact for assigned customer accounts, building strong relationships, and providing exceptional customer service.Manage customer inquiries, order changes, and resolution of any issues or concerns in a timely manner.Work closely with internal teams, including sales, warehouse, and finance, to coordinate order fulfillment and ensure on-time delivery.Monitor inventory levels and coordinate with the Senior Specialist to reserve stock for pending orders.Proactively communicate with customers regarding order status, shipment updates, and any potential delays or issues. Provide backorder reports as necessary.Contribute to the achievement of Inline Plastic’s 98.5% fill rate goal.Maintain department SLAs for response and resolution time with all customer interactions through the CX ticketing system.Maintain accurate records of customer interactions, orders, and inventory reservations in the company's database.Identify opportunities for process improvements to streamline order management and inventory control procedures.Support special projects and initiatives related to Customer Experience within department goals and needs.Minimum Requirements (include education, experience, special skills, licenses and/or certifications required.)Associate’s Degree or equivalent from a 2-year college/university or comparable work experience.Minimum 1-2 years of Customer Service Experience.Experience with managing retail/wholesale orders and shipments is a plus.Demonstrated abilities in Microsoft Office, including Excel and Outlook is a must.Experience working in ERP systems to manage and process orders (Epicor preferred) as well as Business Intelligent Tools for Reporting.Excellent verbal and written communication skills; fluency in the English language is required.Attention to detail and ability to handle fast paced work environment.Strong analytical abilities to trouble shoot and problem solve.Ability to work well independently as well as in a collaborative team setting. #J-18808-Ljbffr