Order Management Representative

Order Management Representative

Are you ready for your next adventure? At Oregon Freeze Dry, innovation isn't just a buzzword, it's our foundation. We are a purpose-driven company with six decades of expertise in freeze-drying technology. Best known as the makers of Mountain House© meals, we are experts in advanced lyophilization solutions that can help people live healthier lives. Our headquarters in Albany, Oregon sits at the crossroads of science and nature, surrounded by breathtaking landscapes that fuel bold ideas and transformative breakthroughs. We're driven by a commitment to quality, creativity, and continuous improvement, and we're always looking ahead to what's next. We're proud of our legacy, but our future is even more exciting. If you're passionate and ready to make an impact, Oregon Freeze Dry isn't just a place to work, it's where your adventure begins.

We're looking for an Order Management Representative to join our Headquarters in Albany, OR. The role independently manages customer orders from receipt through shipment, ensuring accuracy, responsiveness, and on-time, in-full (OTIF) delivery. This role serves as a primary point of contact for customers and internal partners, proactively resolving complex order issues, coordinating cross-functional solutions, identifying fulfillment risks, and driving continuous improvement to enhance operational efficiency and customer satisfaction.

You will get to:

• Process and manage customer purchase orders from receipt through shipment confirmation, ensuring accuracy throughout.
• Serve as the primary point of contact for order status inquiries, proactively communicating delays, substitutions, or changes to customers and internal stakeholders.
• Review orders for completeness, pricing accuracy, and compliance with customer requirements (including labeling, pack specs, and shipping terms).
• Maintain and update order data in ERP (M3), ensuring records are current.
• Troubleshoot and resolve EDI order processing issues by coordinating with customers, internal stakeholders, and IT as needed.
• Assist with customers onboarding by communicating OFD's ordering processes, lead times, and requirements.
• Primary point of contact for customer complaints, ensuring accuracy in complaint management system and coordinating path to resolution.
• Issue proforma invoices for contract development per project milestones.
• Partner with AR / Finance team to resolve invoice discrepancies tied to order variances.
• Manage and resolve customer concerns or escalations in a timely and professional manner, partnering with internal teams to identify solutions and ensure appropriate follow-through.
• Apply sound judgment when navigating conflicting priorities, balancing customer needs with operational requirements to achieve effective outcomes.
• Identify and escalate fulfillment risks including short shipments, lead-time conflicts, and capacity constraints in a timely manner.
• Generate and distribute supplier scorecards, order status reports, promise dates, open order reports, and shipping confirmations.
• Participate in continuous improvement efforts related to order accuracy, on-time delivery, and customer satisfaction metrics.
• Deliver a high-quality customer experience by maintaining responsiveness, professionalism, and clear communication throughout the order lifecycle.
• Build and maintain positive working relationships with customers and internal stakeholders to support collaboration and service excellence.
• Identify opportunities to improve processes and customer interactions, contributing to continuous improvement of the overall customer experience.
• Regular and reliable attendance on a full-time basis.
• Responsible for exhibiting professional behavior with both internal and external business associates that reflect positively on the company and is consistent with the company's policies and practices.
• Embody OFD's cultural values and aligns daily actions with department and company culture.

Oregon Freeze Dry has office, manufacturing and outdoor workspaces where this position is required to access and work. Employee will be exposed to varying plant conditions including extreme temperatures, fumes, dust, wet and dry conditions, moderate to high noise. Employees may utilize a variety of tools, equipment or machinery. The work environment is fast paced; employee will perform tasks while experiencing numerous interruptions. This position has the utmost responsibility for compliance with the rules and regulations regarding a safe and healthy work environment relative to their actions and conduct; this includes the ability to effectively use Personal Protective Equipment. While performing the job duties of this job, the employee is regularly required to use English written and oral communication skills.

We are looking for someone who has:

• Experience with ERP systems and M3(Infor) is highly preferred.
• Strong attention to detail with the ability to manage multiple open orders simultaneously.
• Excellent written and verbal communication skills, particularly in customer-facing contexts.
• Demonstrated customer service skills, with the ability to respond to inquiries and handle routine concerns in a professional and solution-oriented manner.
• Ability to work cross-functionally with production, logistics, and commercial teams.
• Ability to prioritize and manage multiple tasks while maintaining accuracy and timeliness.
• Organizational skills with the ability to track and follow up on open orders and customer requests.
• Ability to independently resolve complex order discrepancies, coordinate cross-functional solutions, and escalate critical issues or business risks as appropriate.
• Proficiency in Microsoft Office; Excel skills required.

Thriving together: Your OFD Total Rewards and Benefits: At Oregon Freeze Dry, we believe that our employees are the key to our success. That's why we offer a competitive total rewards package aimed at supporting the health, financial security, and overall wellbeing of you and your family.

• Customize your healthcare coverage: including medical, dental, and vision options to fit your needs
• Boost your savings: Choose an FSA or HSA for extra flexibility
• Plan for your future: enroll into our 401(k) with employer match and immediate vesting
• Peace of mind: Life and disability insurance to keep you and your loved ones protected
• Furry friends: Pet insurance for your four-legged family members
• Recharge & Refresh: Enjoy paid company holidays, PTO and sick time
• Give back: join us in making a difference with community support opportunities
• Score savings: Unlock exclusive employee discounts and special savings on Mountain House product
• Spread the word: Earn bonuses for referring awesome new team members

Oregon Freeze Dry is proud to be an Equal Opportunity Employer and a Drug-Free Workplace. We value diversity and are committed to providing a safe, inclusive, and respectful environment for all employees. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability. All applicants who receive a conditional offer of employment may be required to take and pass a pre-employment drug screen and background check.