Customer Service and Order Management Representative

Job Description

Job Description

Description:

We are seeking a detail-orientated and analytical Customer Service & Order Management Representative to join our Sales Support & Operations team. This position is responsible for reviewing and processing customer purchase orders, ensuring order accuracy and compliance with company standards, and coordinating the order process from entry through shipment. 

The ideal candidate is an organized, customer-focused professional with hands-on SAP experience, strong attention to detail, excellent communication skills, and the ability to coordinate effectively with customer and cross-functional teams. 

Key Responsibilities:

• Review and analyze customer purchase orders for accuracy, completeness, pricing, delivery requirements, material compatibility, and compliance with company standards. 
• Identify discrepancies, missing information, or potential order issues and work with customers to obtain clarification or corrections. 
• Communicate with customers in a professional, clear, persuasive, and timely manner regarding order requirements, changes, and expectations. 
• Enter, update, and maintain customer orders in SAP accurately and efficiently.
• Verify customer, material, pricing, quantity, delivery, and shipping information within SAP and related system 
• Maintain accurate customer and order records while following established quality and data-entry standards.
• Coordinate with Planning, Production, Purchasing, Finance, Quality, and other internal teams to support accurate and timely order fulfillment.
• Monitor order status and proactively address issues that may affect production schedules, customer commitments, or shipment dates.
• Communicate schedule changes and order updates to customers with urgency, professionalism, and tact.
• Monitor customer ordering patterns and identify opportunities for blanket orders, scheduling agreements, or other solutions that may improve efficiency and customer service. 
• Participate in continuous improvement activities and identify opportunities to improve order-processing efficiency, accuracy, and customer satisfaction.
• Support company quality, environmental, safety, and operational policies and procedures.

Work Schedule:

• Full Time
• Onsite
• 40 hours per week
• 8-hour shift
• Monday-Friday

Comprehensive health and financial benefits available upon completion of the probationary period. 

Requirements:

Required Qualifications  

•High school diploma or equivalent required; associate degree or relevant business, customer service, or related coursework preferred.

• 3–5 years of experience in customer service, order entry, sales support, inside sales, order management, or manufacturing operations support.

• Hands-on experience using SAP in a customer service, sales support, order management, or manufacturing environment is required.

• Demonstrated ability to enter, process, update, and maintain customer orders accurately in SAP.

• Experience reviewing customer purchase orders for accuracy, completeness, pricing, delivery requirements, and compliance with company standards.

• Strong verbal and written communication skills with the ability to communicate professionally with customers and internal teams. • Strong attention to detail and commitment to data accuracy.

• Excellent planning, organization, and follow-through skills.

• Ability to manage multiple priorities, respond to changing customer needs, and meet deadlines in a fast-paced environment.

• Proficiency with Microsoft Office, particularly Microsoft Excel.

• Ability to work effectively with ERP, CRM, and other business systems.

• Ability to collaborate effectively with Planning, Production, Purchasing, Finance, Quality, and other cross-functional teams.

• Strong problem-solving skills and the ability to exercise sound judgment when addressing customer and order-related issues.

  Preferred Qualifications  

• Experience working in a manufacturing or industrial environment.

• Experience with SAP order management, sales orders, scheduling agreements, or related SAP functionality.

• Experience interpreting customer purchase orders, specifications, pricing, and delivery requirements.

• Experience with blanket orders or recurring customer orders.

• Familiarity with Lean manufacturing and continuous improvement principles.

• Familiarity with quality management or environmental standards such as ISO 9001, ISO 14001, FSC, or PEFC.

Core Competencies  

• Customer Service

• Communication

• Planning & Organization

• Attention to Detail

• Problem Solving

• Collaboration 

• Negotiation & Influence

• Time Management

• SAP & ERP Systems

• Data Accuracy

• Continuous Improvement

Continuous Improvement & Operational Expectations

Employees in this role are expected to support the company's continuous improvement culture and participate in applicable improvement activities, including:

• Daily Kaizen

• 5S Methodology

• PDCA

• Cross-Training

• Process Improvement

• Quality and Environmental Initiatives

• Company Policies, Procedures, and Code of Ethics

Training will be provided as necessary for company-specific procedures, systems, standards, and processes. 

Candidates must be able to reliably commute to the facility or relocate to the area before the start date.