Customer Service & Order Management Specialist

Job Description

Job Description

Position Summary

The Customer Service & Order Management Specialist is responsible for managing the customer order fulfillment process from order receipt through shipment and delivery. This role serves as the primary point of contact for customers regarding order status, delivery schedules, and shipment-related issues. The position ensures accurate ERP order entry, timely order acknowledgments, effective coordination with internal departments, and proactive customer communication to support on-time delivery and customer satisfaction.

In addition, this role plays a key part in revenue and shipment forecasting by maintaining visibility of the open order backlog, monitoring expected shipment dates, identifying risks to delivery schedules, and providing timely updates that support the company's sales and financial forecasting processes.

Key Responsibilities

• Accurately enter customer orders into the ERP system (M2M) in a timely manner upon receipt of customer purchase orders through Jotform or other approved channels.
• Review order requirements with Sales, Production, Planning, Purchasing, and Logistics functions to establish feasible delivery schedules and ensure order fulfillment commitments can be met.
• Prepare and issue timely Order Acknowledgments (OA) confirming order details, pricing, and committed delivery dates.
• Maintain accurate order and customer information within the ERP system throughout the complete order lifecycle.
• Coordinate buy-resell and drop-ship orders with suppliers and vendors, including order placement, delivery follow-up, and receipt confirmation.
• Proactively communicate order status, shipment schedules, delivery delays, customer postponements, cancellations, and other order-related changes to customers and internal stakeholders.
• Manage customer requests related to shipment scheduling, storage arrangements, order cancellations, and applicable storage or cancellation fees in accordance with company policies.
• Collaborate closely with Sales, Production, Planning, Purchasing, and Logistics to achieve on-time delivery objectives and maximize customer satisfaction.
• Monitor open orders and identify supply chain, production, material availability, or logistics issues that could impact committed delivery dates.
• Maintain visibility of the order backlog and expected shipment schedule, ensuring delivery dates are regularly reviewed and updated.
• Provide monthly and weekly shipment projections based on open orders, production schedules, and customer commitments.
• Support the Sales and Finance teams by providing accurate order backlog, shipment outlook, and revenue forecast information.
• Identify risks and opportunities that may impact monthly, quarterly, and annual sales forecasts and communicate them to management in a timely manner.
• Assist in forecasting activities by analyzing order trends, backlog status, customer delivery requirements, and anticipated shipment timing.
• Support company objectives for revenue realization, shipment performance, and forecast accuracy.
• Resolve customer inquiries and shipment-related issues promptly and professionally.

Qualifications

• Minimum of 2 years of experience in Customer Service, Order Management, Order Fulfillment, Sales Operations, or a related role.
• Experience working with ERP systems and order processing functions; M2M experience preferred.
• Strong customer service, communication, and relationship-management skills.
• Ability to analyze order backlog and shipment schedules to support forecasting activities.
• Strong organizational skills with exceptional attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced manufacturing environment.
• Proficiency in Microsoft Office applications, particularly Excel and Outlook.
• High school diploma required; associate's or bachelor's degree preferred.
• Knowledge of industrial battery systems, DC power systems, telecommunications power systems, or related electrical products is a plus.

Key Competencies

• Customer Service Excellence
• Order Management & Fulfillment
• Forecasting & Backlog Analysis
• Revenue and Shipment Planning
• ERP Data Accuracy
• Cross-Functional Collaboration
• Problem Solving
• Attention to Detail
• Time Management
• Communication Skills

The salary for this position is competitive and open to discussion. The final compensation package will be determined during the interview process, based on the successful candidate's skills, qualifications, and relevant experience.

About HOPPECKE Batteries, Inc.

HOPPECKE Batteries, Inc. is the North American subsidiary of a global enterprise headquartered in central Germany with over 95 years’ experience in the battery industry. Established in the USA in 1985, we have been manufacturing lead-acid and NiCad batteries for 30+ years with a focus on two major market segments: GRID/ESS (e.g., Engine Start, Transmission & Distribution, and UPS) and RAIL (Rail car emergency power, locomotive traction power, and AGVs). Along with these core technologies, we are expanding into lithium-ion batteries for traction and auxiliary applications in the rail industry. We have successfully delivered traction batteries among the first in the USA.

Company Description

About HOPPECKE Batteries, Inc.\r\n\r\nHOPPECKE Batteries, Inc. is the North American subsidiary of a global enterprise headquartered in central Germany with over 95 years’ experience in the battery industry. Established in the USA in 1985, we have been manufacturing lead-acid and NiCad batteries for 30+ years with a focus on two major market segments: GRID/ESS (e.g., Engine Start, Transmission & Distribution, and UPS) and RAIL (Rail car emergency power, locomotive traction power, and AGVs). Along with these core technologies, we are expanding into lithium-ion batteries for traction and auxiliary applications in the rail industry. We have successfully delivered traction batteries among the first in the USA.