Digital Order Automation

At Banner Solutions, every teammate is an owner. Banner Solutions is more than a typical door hardware distributor – we’re obsessed with making our customers’ jobs easier through inventory availability, product findability, and top-tier customer support. We are Securing Every Doorway and Beyond with Trusted Solutions. Our expertise spans commercial, electronic access control, residential hardware, and locksmith supplies, supported by an industry leading e-commerce platform featuring products from over 260 manufacturers. Banner Solutions aims to simplify and enhance customer experiences through efficient processes and personalized service, setting new standards in the industry. We are entering an exciting phase of growth and expansion supported by significant investments Summary The Digital Order Processing Automation Specialist is a key member of the Customer Experience team, responsible for supporting the Digital Order Processing Automation Lead in designing, implementing, and optimizing automated order entry and processing workflows. This role focuses on leveraging digital technologies, including Conexiom (or similar), eCommerce, voicebot, chatbot, Agent Desktop, and Electronic Data Interchange (EDI), to ensure seamless and accurate order data flow into the Prophet 21 ERP and Salesforce CRM systems. The specialist will drive efficiency, reduce manual errors, and enhance the overall speed and quality of the digital customer order experience. He/she should ensure that order entry that came in into the digital platforms are completed within SLA (resolving digital entry errors). This is an opportunity to join a dynamic, forward-thinking company at a pivotal moment of significant investments across all functions—where your expertise, leadership, and industry perspective will help shape our future. Responsibilities Design and Implement Automation Workflows: Analyze current manual order entry and processing steps, identifying and designing automation solutions System Configuration and Management: Configure and manage digital platforms (e.g., Order Data Mapping) to accurately capture and translate customer purchase orders into the required format for the ERP system. ERP/CRM Data Integrity: Partnering with Prophet 21 (ERP) and Salesforce (CRM) IT teams in developing and implementing rigorous testing and validation protocols to ensure all automated order data entry into Prophet 21 (ERP) and Salesforce (CRM) is accurate, complete, and adheres to company standards. EDI Support: Collaborate with the ERP-EDI Team to setup new customer, perform user acceptance testing, and help drive ongoing improvement of Electronic Data Interchange (EDI) connections and trading partner relationships for automated order exchange. Process Optimization and Improvement Identify Process Gaps: Proactively monitor automated order flows, identify bottlenecks, and troubleshoot issues to minimize order processing delays or errors. Performance Reporting: Track and report on key order processing metrics, such as cycle time, accuracy rate, and automation success rate, recommending and implementing continuous improvements. Collaboration: Work closely with Sales, IT, Product-Purchasing, and Warehouse teams to understand their data needs and ensure automation solutions support cross-functional efficiency. Support and Documentation Troubleshooting: Serve as the Subject Matter Expert (SME) for digital order processing, resolving complex order data discrepancies or system failures. Documentation and Training: Create and maintain comprehensive documentation for all automated workflows, system configurations, and standard operating procedures. User Support: Provide support and training to internal teams (Customer Service, Sales, etc.) on new automated processes and system functionalities. Qualifications Bachelor's degree in Business Administration, Information Systems, Supply Chain Management, or a related field. 3+ years of experience in an analyst role with a strong focus on processing automations improving customer experience. Preferably has a background on Retail and lock and/or distribution industry. Proven experience working directly with a major ERP system; Prophet 21 (P21) experience is highly preferred. Experience with Salesforce CRM, specifically in supporting data accuracy related to customer accounts, cases, orders, and opportunities. Required Technical Skills Automation Platforms: Direct hands-on experience with an automated order entry platform like EDI, Conexiom or a similar OCR/document processing tool. E-commerce/Digital: Familiarity with major e-commerce platforms and their order/data integration methods. Data Exchange: Practical knowledge of Electronic Data Interchange (EDI) standards, mapping, and troubleshooting. CRM/ERP Proficiency: Strong working knowledge of data structures, order workflows, and data mapping within Prophet 21 ERP and Salesforce CRM. Bot Technology: Basic understanding or direct experience with Voicebot or Chatbot platforms as they relate to order intake. Agent Desktop: Direct experience working with Agent Phone and/or Live Chat Associate. Data Skills: Proficiency in data analysis tools (e.g., Excel/SQL) for monitoring data integrity and running reports. Key Competencies and Soft Skills Analytical and Problem-Solving: Exceptional ability to analyze complex business processes, identify root causes of data issues, and design scalable solutions. Attention to Detail: Meticulous attention to detail is critical for ensuring data accuracy across multiple, integrated systems. Communication: Excellent written and verbal communication skills to effectively collaborate with IT, vendors, and non-technical business users. Customer Focus: A strong understanding of the customer order journey and a passion for using technology to enhance customer experience. Project Management: Ability to handle multiple projects requirements simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.