Sales Order Processor

Sales Order Processor

The Sales Order Processor is a customer-facing, high-productivity role responsible for managing customer orders end-to-end across multiple channels, including phone, email, web orders, customer portals, and online platforms.

This position requires strong ownership, responsiveness, and sound judgment to ensure timely order completion, improved quote-to-order conversion, and an excellent customer experience. The Sales Order Processor serves as a core execution function within the North America commercial organization.

Key Responsibilities

• Customer & Order Management
• Own and manage assigned customer orders from intake through completion, including follow-up and resolution
• Receive and process customer orders via phone, email, web orders, and customer portals
• Validate order details including pricing, availability, delivery requirements, and terms
• Identify and resolve order exceptions that require human intervention or judgment
• Proactively engage customers to clarify requirements and move opportunities to completion
• Support improved quote-to-order conversion through responsiveness, accuracy, and customer engagement
• Collaborate with Inside Sales, Outside Sales, Corporate Accounts, and Customer Service teams as needed
• Volume & Productivity Management
• Handle a high volume of inbound activity including emails, phone calls, and digital requests
• Work efficiently across multiple systems including P21, Price Plus, CRM platforms, order management tools, and Excel-based workflows
• Maintain speed, accuracy, and compliance in a fast-paced environment while meeting service level expectations
• Continuous Improvement & Compliance
• Identify recurring issues, bottlenecks, and opportunities for process improvement
• Adhere to documented procedures, quality standards, and company policies
• Support adoption of new tools, platforms, and AI-enabled workflows as introduced
• Perform other duties, tasks, or work as assigned

Success Metrics (Performance Indicators)

Performance will be evaluated using both quantitative and qualitative measures, including:

• Number of orders processed
• Email and phone responsiveness (SLA adherence, ASA)
• Quote-to-order conversion rate
• Accuracy and quality of order processing
• Customer satisfaction and issue resolution
• Productivity metrics including volume handled and throughput
• Adherence to policies, processes, and performance expectations

Required Skills & Qualifications

• Core Skills
• Strong written and verbal customer communication skills
• Ability to manage multiple priorities in a high-volume, deadline-driven environment
• High attention to detail with strong organizational and follow-through skills
• Comfort working across phone, email, portals, and digital tools
• Intermediate proficiency in Excel and business systems (P21, CRM, order management platforms)
• Behavioral & Professional Attributes
• Ownership mindset with accountability for outcomes
• Strong problem-solving skills and sound judgment
• Ability to work independently while collaborating across teams
• Adaptability and willingness to embrace role evolution, new tools, and process changes
• Education & Experience
• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred
• Prior experience in inside sales, order management, customer service, or sales operations preferred
• Experience in industrial distribution, MRO, or B2B environments is a plus

Compensation & Bonus

The recruiting base pay rate for this full-time position is $25.00 per hour. Within the base pay range, individual compensation is determined by job-related skills, experience, and relevant education or training.

This position is eligible for commission after successful completion of the introductory 90-day period.

Radwell Benefits

• Medical, dental, and vision coverage starting Day 1 of employment
• 15 PTO days
• Paid company holidays
• Company-paid short-term and long-term disability
• Company-paid life insurance
• 401(k) with company matching
• Free onsite gym