Order Management Specialist

Position Details Position type: Full-time, Contract Duration: 12 months Location: Greensboro North Carolina 27409 Overview: Order Management Specialist where you'll become the trusted point of contact for customers and internal sales teams, guiding orders seamlessly from inquiry to delivery. In this dynamic role, you'll help customers navigate product options, identify the right HVAC solutions, track orders, resolve challenges, and create positive experiences at every touchpoint. If you thrive in a fast-paced environment, enjoy collaborating across teams, and love turning complex situations into simple solutions, we'd love to hear from you. What You'll Do Deliver Outstanding Customer Support Serve as the primary contact for dealer and sales partner inquiries related to order management. Help customers identify products, understand pricing and availability, explore promotions, and find the best HVAC system solutions. Act as a trusted advisor by recommending system configurations that meet customer needs. Own the Order Journey Process customer orders, establish promise dates, and ensure smooth order entry. Manage orders from placement through invoicing, ensuring timely and accurate fulfillment. Support customers through multiple communication channels, including phone, email, chat, and text messaging. Coordinate with cross-functional teams to proactively resolve issues and deliver a seamless customer experience. Drive Operational Excellence Monitor order reports and identify opportunities to resolve holds, misses, returns, and open orders. Leverage system tools and processes to ensure efficient and accurate order fulfillment. Contribute to the development and enhancement of standard operating procedures and best practices. Be a Catalyst for Continuous Improvement Participate in process improvement initiatives that simplify workflows and enhance customer satisfaction. Identify opportunities to remove barriers and improve the end-to-end order experience. What Success Looks Like Approximately 80% of your time will be dedicated to customer interaction and issue resolution. Approximately 20% of your time will focus on training, team collaboration, coaching sessions, and continuous learning activities. What You'll Bring Customer-first mindset with a passion for service excellence Strong verbal and written communication skills Active listening and relationship-building abilities Problem-solving mindset with attention to detail Adaptability and comfort navigating change Ability to collaborate effectively across multiple teams Qualifications High School Diploma or GED required. Associate degree or bachelor's Degree preferred. Customer service, order management, sales support, or supply chain experience is a plus. Work Arrangement Hybrid Work Model: This is a hybrid opportunity designed to offer both flexibility and in-person collaboration. Initial training will be conducted remotely. Once the Greensboro office is operational, employees will transition to a hybrid schedule. Team members should be comfortable commuting to the Greensboro, NC office Monday through Thursday, with Fridays working remotely. Pay Range And Benefits Pay Range*: $20.00 - $22.75 per hour *Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc. Medical & pharmacy coverage Dental/vision insurance 401(k) Health saving account (HSA) and Flexible spending account (FSA) Life Insurance Pet Insurance Short term and Long term Disability Accident & Critical illness coverage Pre-paid legal & ID theft protection Sick time other types of paid leaves (as required by law) Employee Assistance Program (EAP). About Innova Solutions Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields. Recent Recognitions Named One of America's Best Employers for New Grads by Forbes (2024 Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025) One of the Largest IT Staffing Firms in the US - Ranked #3 by Staffing Industry Analysts (SIA, 2024) One of the Largest Staffing Firms in the US - Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics) Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023) One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024) AWS Advanced Tier Services Partner with 100+ certifications Website: Innova Solutions offers a referral bonus for qualified Ambassadors who refer eligible referrals. Submit referrals at and earn $250-$1,000 per referral. Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [emailprotected] or View phone number on click.appcast.io. Please indicate the specifics of the assistance needed. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Innova Solutions and its affiliates, and contracted partners. Frequency varies for text messages. 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