Order Management Specialist

1 month ago


Lancaster, Pennsylvania, United States Expert Technical Solutions Full time
Job Summary

Expert Technical Solutions is seeking a highly skilled Order Management / Customer Care Specialist to provide exceptional customer experiences through efficient and effective internal customer service activities. This role will strengthen relationships between Customer Care, internal stakeholders, and end customers.

Key Responsibilities
  • Create and foster positive customer relationships through daily/weekly interaction, proactive communication, and excellent service
  • Manage assigned accounts from order entry to delivery, ensuring timely and accurate processing
  • Maintain availability in the phone system, delivering professional and engaging customer service
  • Collaborate with sales and operations teams to address customer issues, such as product substitutions and pricing, and coordinate order logistics
  • Demonstrate expertise in client's products to provide technical assistance and support
  • Manage workload and communication through Salesforce, following defined processes
  • Attend Customer Care meetings and contribute to identifying improved and innovative ways to better service the customer
Requirements
  • Associates degree (or equivalent) from a two-year college or technical support, or a high school equivalency with minimum two years industry-related work experience
  • 2+ years' experience in a customer care / customer service role, preferably in a manufacturing environment
  • Ability to own an account from start to finish, including customer-facing interactions and work with vendors and carriers
  • Demonstrated O365 support experience
  • Experience with Oracle ERP software highly preferred
  • Experience with Salesforce CRM a huge plus; other ERP / CRM software experience will be considered
  • Advanced user of Microsoft Office applications (Word, Excel, Visio, Project, PowerPoint)
  • Knowledge of shipping/receiving processes and procedures desired


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