Customer Account Order Specialist

2 weeks ago


Nashville, Tennessee, United States ICONMA Full time
Role Overview

The Customer Order Management Representative serves as the primary contact for designated customer accounts, overseeing the complete order lifecycle to guarantee timely processing of orders.

Key Responsibilities
  • Single Point of Contact: Manage all aspects of the order lifecycle for assigned customer accounts, including new customer setup, order entry and modifications, and logistics management.
  • Customer Communication: Act as the main liaison between clients, distribution centers, and manufacturing plants, ensuring accurate documentation and consistent communication throughout the order process.
  • Inquiry Resolution: Take ownership of complex customer inquiries, utilizing thorough research and a deep understanding of company processes to provide timely and informative responses.
  • Escalation Management: Collaborate with higher-level customer support for complex issues, maintaining detailed documentation throughout the escalation process.
  • Record Maintenance: Keep precise records of all interactions, both internal and external, in the designated database or system.
  • Compliance Assurance: Ensure that customers adhere to export policies and compile necessary export and shipping documentation in accordance with relevant legislation.
  • Quality Liaison: Serve as the intermediary between customers and manufacturing locations regarding quality concerns, submitting claims through the Quality Management System as needed.


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