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Order Management Coordinator

2 months ago

Salt Lake, Utah, United States Ernest Packaging Full time

Key Responsibilities:

Handles customer requests for order processing, including inquiries about pricing, confirmations, follow-ups, and purchase orders. Manages all aspects of orders, returns, and modifications directly from clients and sales representatives.

Provides prompt responses to customer inquiries, ensuring a positive and courteous experience for clients and sales teams. Addresses questions related to product offerings, pricing structures, and delivery schedules. Supplies proof of deliveries upon request and offers product samples as needed.

Collaborates with the Merchandising team to facilitate timely delivery of scheduled shipments, maintaining effective communication with various departments to ensure order fulfillment.

Engages with relevant internal teams to address inquiries, prepare quotes, manage returns, conduct stock assessments, and process credit card and cash-on-delivery orders.

Reports any discrepancies or significant customer concerns to the Manager of Inside Client Relations.

Maintains open lines of communication with the Manager and Sales Personnel.

Identifies opportunities for upselling, promotions, and clearance items, utilizing suggestive selling techniques with customers.

Ensures up-to-date records of customer interactions and information.

Assists in maintaining the unshipped/unbilled report for assigned Sales Personnel.

Qualifications:

A minimum of three years of experience in a call center or customer service role, or an equivalent combination of formal education and relevant experience in the industrial packaging sector.

Preferred familiarity with customer service operations within industrial packaging distribution.

Proficient in CRM management systems.

Strong understanding of outbound calling strategies and metrics for customer service success.

Proven ability to communicate effectively in both verbal and written formats.

Ability to thrive in a collaborative team environment.

Experience with distribution methods and process improvement initiatives.

Basic product knowledge is beneficial.

An Associate's degree from an accredited institution is required.