Customer Order Management Representative

1 month ago


Nashville, United States ICONMA Full time
  • 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 set-up, 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 Client 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 Client 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 polices 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.


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