Customer Order Management Representative

Customer Order Management Representative

Location:
Hybrid (Client located in Shoreview, MN)

Max Pay Rate is $33.00/Hr.

* Must be able to work on W-2 basis

* Must be able to work MST hours

This position is expected to last six months or longer and follows a hybrid schedule from 8:00 a.m. to 5:00 p.m. Employees will work in the office Tuesday through Thursday and remotely on Mondays and Fridays. However, during the first couple of weeks, the role will require 100% in-office attendance for onboarding and training. This is not a fully remote position, and candidates must be able to consistently work on-site three days per week.

The ideal candidate will be responsible for accurately processing customer orders, ensuring all product specifications and details such as quantities, pricing, and delivery dates are correctly entered and verified. This role includes creating the necessary purchase orders and requisitions associated with each order. The candidate will collaborate closely with the UK organization as well as manufacturing plants in India and China to monitor order status, obtain acknowledgments, confirm shipping dates, and secure all required shipping documentation.

Additionally, the individual will track orders throughout the entire lifecycle—from initial entry to final delivery—ensuring timely invoicing upon receipt of Proof of Delivery (POD) and maintaining a seamless end-to-end order management process.

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

• Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, order entry/modification, escalations
• Responsibilities might include logistics management) to ensure orders are shipped to agreed deadline:
  Act as the single-point-of-contact to the company's customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
• Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of the company's processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement.
• Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
• Maintain accurate records of all internal and external interactions in the appropriate database/system.
• Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
• Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues.
• Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
• Knowledge of Quality Management Systems.
• Support Supervisor with hosting customer visits at local facility.
• Prepare and distribute standard and customized internal and customer reports.
• Understand Customer Order Management policies, procedures and metrics.
• Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
• Participate in/lead process improvement projects.

• Order processing and order life cycle for manufactured products
• Detail oriented
• Manage and prioritize multiple tasks
• Requires some work experience and intermediate level knowledge obtained through training or on-the-job experience in customer order management, account management or in the supply chain field.
• Build partnerships and working collaboratively with others to meet shared objectives.
• Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus – Building strong customer relationships and delivering customer‑centric solutions. Drives results – Consistently achieving results, even under tough circumstances.

Self-development – Actively seeking new ways to grow and be challenged using both…