Customer service & order management specialist

Customer Service & Order Management Specialist

Portland, OR

• Accurately enter and manage purchase orders in SAP S/4
  
  HANA and monitor sales orders through completion.
• Track backorders, proactively communicate delivery updates, and manage order changes with customers.
• Respond to inbound customer calls, emails, and messages—ranging from general inquiries to more complex issues—providing accurate information and escalating technical matters when necessary.
• Provide clear, timely guidance on product setup, usage, and basic troubleshooting.
• Ensure professional, friendly interactions that strengthen customer satisfaction, loyalty, and retention.
• Maintain accurate records of customer interactions, identifying recurring issues and contributing recommendations for improvement.
• Work closely with internal teams (Sales, Technical Support, Fulfillment) to ensure seamless service.
• Recognize opportunities to streamline processes, improve communication, and enhance the overall customer experience.
• Share knowledge by documenting processes, FAQs, and best practices for team use.

• At least 5 years of customer service experience in a fast-paced environment.
• Strong Excel skills (formulas, pivot tables, and data analysis).
• Experience with SAP S/4
  
  HANA Sales & Distribution module or similar order management systems will be a plus.
• Clear and timely communication skills—internally and externally.
• Strong organizational and problem‑solving skills with the ability to identify issues and recommend solutions, as well as manage multiple tasks effectively and resolve issues proactively.
• High attention to detail, accuracy in data entry, and ability to multitask effectively.
• Proactive, adaptable, and team‑oriented, with a customer‑first mindset.
• Familiarity with business terminology to ensure clear, professional communication.
• Experience in water filtration or pool/spa filtration products a plus.