Specialist, Order Processing

Position Summary

The Sr. Order Processing Specialist performs a wide variety of duties to receive, interpret, analyze, coordinate, enter, manage, and follow-up customer and distributor sales orders through production and shipping. The role provides product and sales information, order status, availability, pricing, and delivery to customers and distributors, maintains sales records, and delivers an exceptional customer experience. The specialist also serves as a resource and mentor for less experienced staff and is the main point of contact when the Manager, Sales Operations/Administration is absent.

• Customer Service Lead: Serve as a resource and part expert for other employees and departments by giving accurate direction and support, assist employees in handling escalated calls and resolving complex customer issues.
• Mentor & Trainer: Serve as a mentor and trainer to new or less experienced Order Processing Specialists to ensure they are knowledgeable about products and processes.
• Continuous Improvement: Work with the Manager, Sales Operations/Administration to identify challenges within the department and assist in continuous improvement of the department.
• Standard Operating Procedures: Assist in the creation and maintenance of SOPs for department processes and help with special projects as directed by management.
• Point of Contact: In the absence of the Manager, Sales Operations/Administration, be the main point of contact for employees and work directly with the Manager with any questions or assistance needed to resolve customer issues.
• Customer Sales Processing: Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor; review incoming order transmittals; interpret incoming order documentation; enter and process confirmed orders in JD Edwards ERP; maintain processed orders; inform manufacturing/shipping departments of changes; maintain open and closed sales files.
• Distributor Sales Processing: Review incoming orders to ensure accuracy; contact distributors for clarification; resolve problems to assure orders are processed within guidelines; accurately enter sales orders; answer distributor inquiries on pricing, availability, and status; process and distribute the distributors open order report weekly; inform distributors of delays; coordinate dispute resolution with distributor network.
• Sales Support: Answer sales order questions from various departments; assist with billing complaints; assist manager with production lead times, pricing discrepancies, distributor correspondence; coordinate freight, special requests, and customer needs; participate in meetings; engage in continuous improvement projects.
• Other Sales Processing Support Functions: Investigate and process freight claims; provide product and sales information to distributors; train distributors on the 4
  
  Front iCustomer program; perform shipping tracers; coordinate Returned Product Authorizations (RPAs); process warranty claims; collaborate with technical support for problem solving and application solutions; assist distributors with 4
  
  Front Product Surveys.
• Supervisory Responsibilities: None.

• Education and Experience:
  • High school diploma required;
    Associate’s degree in Business Administration desirable.
  • 3–5 years of customer service experience directly with customers, salespeople, or distributors.
  • Experience using iPhone and iPad is a plus for the Mequon location.
• Computer
  
  Skills:
  
  
  • Proficiency with personal computer, spreadsheet and word processing software, databases, and automated systems.
  • Intermediate skill level with Microsoft Office Suite:
    Word, Excel, Project, and PowerPoint preferred.
  • Experience with manufacturing ERP software; JD Edwards ERP software preferred.
• Certificates, Certifications, Licenses, Registrations: None.
• Other Skills, Abilities, or
  
  Competencies:
  
  Strong work ethic, positive attitude, high enthusiasm, attention to detail, basic math skills, ability to solve problems, customer service orientation, responsiveness, mechanical product knowledge, ability to organize workload, collaborate with other departments, excellent oral and written communication, technical aptitude for discussions with customers or distributors, ability to work independently or in a group, working knowledge of material types and characteristics used in dock levelers and related products.
• Other Qualifications, Experience, or Requirements:
  • Ability to read, write, and converse in Spanish is a plus in certain locations.
  • Requires the ability to use a variety of office/production related equipment such as a telephone and photocopiers.
  • Work beyond the traditional 40 hours per week may be required as workload or projects dictate, including weekends and holidays.

Dallas, TX $45,000.00–$45,000.00 (Posted 4 months ago)