Customer Order Management Representative

Customer Order Management Representative

Our client, a Global Power Technology Leader company, is looking for a Customer Order Management Representative for their Nashville, TN/Hybrid location. Responsibilities:

• Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.
• Responsible for assigned customer accounts for the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline: Act as the single-point-of-contact to Client customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of Client processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export polices and ensure required export/shipping documentation is compiled to the relevant legislation.
• Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Knowledge of Quality Management Systems.
• Support Supervisor with hosting customer visits at local facility. Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.

Requirements:

• One of the Two candidates must be bilingual - Spanish and English - Written and verbal (required)
• Experience with Excel
• Order management experience

Additional Manager notes:

• This role is not a call center position.
• The day-to-day activities includes customer service, customer support, working in a customer order management environment, and understanding expectations of supply chain.
• This candidate will be working on accounts and closely with customers while checking the status of orders.
• Role will be extended if not hired on after assignment.
• The ideal candidate will have more than 1 year of experience.

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities