Order Fulfillment Specialist

Order Fulfillment Specialist /Customer Service Representative

The Order Fulfillment Specialist /Customer Service Representative is responsible for managing the complete order fulfillment cycle, from demand planning and receipt of purchase orders through coordination with planning and logistics to ensure on-time delivery and a high level of customer satisfaction. Acting as the primary in-house contact for assigned customers, this role builds strong relationships, proactively manages forecasts and orders, and works closely with internal teams to provide cost-effective, timely, and accurate service while protecting the organization's best interests.

Responsibilities

• Serve as the main in-house point of contact for assigned customers, building strong, professional relationships and acting as their internal advocate.
• Handle all order fulfillment activities, including receiving customer purchase orders and releases and ensuring timely and accurate order entry into the ERP system.
• Review customer orders for correct pricing, delivery dates, and payment terms, and place orders on hold when necessary while coordinating appropriate follow-up.
• Coordinate with planning and shipping/logistics teams to align customer demand with manufacturing capacity and ensure on-time, cost-effective delivery.
• Manage the end-to-end order lifecycle, from initial receipt and acknowledgement through shipment and after-sale support.
• Proactively track firm orders and forecast windows, solicit forecast information from customers, and enter and maintain accurate forecast data in the ERP system.
• Maintain and update customer requirements, including address books, shipping notes, and part number cross-references, to support accurate and efficient order processing.
• Monitor and document customer interactions, requirements, and issues in enterprise systems, ensuring complete and timely CRM or contact notes.
• Communicate clearly and promptly with customers regarding order status, delays, freight challenges, and account-related issues, maintaining a strong sense of urgency.
• Escalate customer concerns and complex issues to appropriate internal management levels in a professional and timely manner to ensure a positive customer experience.
• Identify potential problems in advance, such as capacity constraints, logistics disruptions, or forecast gaps, and take proactive steps to prevent or minimize customer impact.
• Support after-sale service by coordinating credits, returns, complaints, replacements, and soft collections, ensuring issues are resolved promptly and thoroughly.
• Ensure all pricing and terms approvals are in place and that customer orders comply with agreed commercial and contractual terms.
• Collaborate cross-functionally with planning, logistics/shipping, sales, management, and accounting/AR to resolve issues and deliver seamless service to customers.
• Maintain a high level of accuracy and attention to detail in all data entry, documentation, and communication to avoid errors that could affect shipments or customer satisfaction.
• Manage multiple customer accounts and open orders simultaneously, prioritizing tasks effectively and responding to customer inquiries within defined timelines (such as within one business day or less).
• Demonstrate sound judgment in applying standard practices, and know when to seek waivers or guidance for exceptions.
• Continuously look for opportunities to improve customer experience and service efficiency, using analytical thinking and planning awareness to support better forecasting and production loading.

Essential Skills

• Proven customer service and client relationship management experience, with the ability to build strong, trust-based working relationships.
• Hands-on experience with order management and order fulfillment processes, including order entry, review, and lifecycle management.
• Practical experience with demand planning and forecast management, including tracking firm orders and forecast windows and maintaining forecast data.
• Experience working with large enterprise systems (ERP), such as Oracle, SAP, or JDE, for order entry, forecasting, and customer record management.
• Strong written and verbal communication skills, including the ability to respond clearly and professionally to customers and internal stakeholders within strict timelines.
• High level of attention to detail and accuracy in reviewing orders, pricing, terms, documentation, and customer requirements.
• Demonstrated problem-solving and issue-resolution skills, with the ability to anticipate potential problems and take proactive action.
• Effective time management skills and a strong sense of urgency, with the ability to manage multiple accounts and priorities simultaneously.
• Basic understanding of logistics and supply chain concepts, including freight, shipping constraints, and factors that can impact delivery.
• Strong general business knowledge and professional demeanor.
• Comfort and proficiency working with larger computer systems and enterprise applications.
• Ability to work collaboratively across functions, including planning, logistics, sales, management, and accounting.

Additional Skills & Qualifications

• Strong language skills, including clear verbal and written communication in English; additional language skills can be beneficial.
• Prior customer service experience in an environment using enterprise systems such as Oracle, SAP, or JDE.
• Demonstrated analytical thinking and planning awareness to support accurate forecasting and production planning.
• Personality profile aligned with strong support and service attributes, including a desire to provide after-sale support and long-term customer care.
• Ability to build and maintain relationships, influence others constructively, and collaborate effectively within a team environment.
• Demonstrated foresight and the ability to anticipate potential problems and take preventative action.
• Sound judgment in deciding when to apply standard practices and when to seek exceptions or waivers.
• Strong organizational skills and concrete attention to detail, with pride in delivering value-added service and honoring commitments.
• Self-confidence and a professional presence when dealing with customers and internal stakeholders.
• Strong sense of timing and urgency, with a commitment to prompt follow-up and resolution.
• Comfort working with data entry, order entry, and logistics analysis within ERP and related systems.

Work Environment

This role operates in a professional, office-based environment that is highly collaborative and technology-driven. You will work extensively with enterprise resource planning (ERP) systems such as Oracle, SAP, or JDE for order entry, forecasting, and customer record management, as well as with other computer-based tools for communication, documentation, and logistics coordination. The position involves frequent interaction with planning, shipping/logistics, sales, management, and accounting teams, requiring regular email, phone, and system-based communication. Work is typically conducted during standard business hours, with expectations for timely responses to customer inquiries and internal requests. The environment emphasizes accuracy, responsiveness, and cross-functional teamwork to support smooth production planning and on-time delivery. Attire is generally business casual, reflecting a professional office setting where you represent the organization to customers and internal partners.

Job Type & Location

This is a Permanent position based out of Stow, OH.

Pay and Benefits

The pay range for this position is $55000.00 - $58240.00/yr. 25% DP fee, can pay the range of $24-$28 an hour. They can pay up to $34 an hour, if someone is a strong candidate we can go higher.

Workplace Type

This is a fully onsite position in Stow, OH.

Application Deadline

This position is anticipated to close on Jun 19, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

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