Customer Order Management Representative - Level II

Job Title: Customer Order Management Representative - Level II (Hybrid)

Duration: 6 months contract

Location: Shoreview MN 55126

Pay Rate: $28 - $33 hourly

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. (Tuesday to Thursday In office, Monday and Friday remote). However, during the first couple of weeks, the role will require 100% in-office attendance for onboarding and training.

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

• Act as the single-point-of-contact to 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 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.

Competencies:

Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. Communicates effectively – 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 formal and informal development channels.

Customer Support – Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience. Order Life Cycle – Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled;

describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience. Order Life Cycle Systems Knowledge – Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution. Order Processing – Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements.

Values differences – Recognizing the value that different perspectives and cultures bring to an organization.

High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations. College or equivalent degree preferred. This position may require licensing for compliance with…