Order Management Specialist

7 days ago


IL United States Rational AG Full time
Job Description

Job Title: Customer Service Manager

Job Summary:

The Customer Service Manager is responsible for providing exceptional customer support and managing the Order to Cash process for the company. This role requires strong communication skills, both verbal and written, to effectively communicate technical details to customers, internal staff, and business partners.

Key Responsibilities:

  • Ensure order accuracy and support sales teams by learning and understanding complex equipment configurations.
  • Review all orders for correct configuration, prices, ship dates, and inventory availability, adhering to order process corporate authorization guidelines.
  • Process accurate orders same-day and continuously manage and own Territory Order Log report.
  • Support sales process, including coordinating needs of end-users, equipment dealers, manufacturer's representatives, regional sales managers, and regional sales directors.
  • Manage Salesforce and SAP customer master data accounts setup, including applications, and act as liaison with the Finance Department.
  • Issue Return Good Authorization requests (damaged or refused freight, incorrectly ordered) and manage credits as required.
  • Monitor, log, prioritize, and dispatch chef training for assigned territory.
  • Provide feedback to sales teams on order status, detailing ship dates, requirements to ship, site survey status/results, and any changes impacting ship dates, and partner with regional sales managers and directors in accomplishing required monthly territory forecast goals.
  • Partner with Distribution Center to ensure orders are shipped on required ship dates and delivery notes are sent within shipping requirements.
  • Answer telephones, address issues and complaints, or re-direct customers as needed.

Qualifications:

  • High School Diploma or GED required; Associates degree preferred.
  • Must have excellent organizational and time management skills.
  • Able to work in a fast-paced team environment as well as independently.
  • 7+ years customer service experience required.
  • Experience working with complicated order entry and order management is a plus.
  • Experience in a high-volume inbound and outbound call center environment with computer input while taking calls is preferred, with proven multi-tasking ability.
  • Proficient computer skills: MSWord, Excel, and Outlook.
  • Experience in SAP strongly preferred, or Oracle, AS400, or JD Edwards ERP systems at a minimum. Experience in Salesforce CRM a plus.
  • Display a positive attitude, strong work ethic, energetic initiative, and self-motivation to complete assigned work and meet goals.
  • Must be a team player.
  • Able to understand, support, and follow company policies and procedures.


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