Order Management Specialist

Job Title: Order Management Specialist
Pay Rate: $25 to $26/Hr
Duration: 6 Months
Location: Cary, NC

This position is for an international manufacturer of specialty materials.

We are looking for an Order Management Specialist, responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream. Working in a customer service team of six people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments.

65% - 70% Order Management:

• Order management will include a group of customers within one or multiple markets, segmented by market or geographic region, and responsible for all activities for this group of customers.
• Learn & understand the products and customers/markets, and gain the ability to offer proactive solutions to the customer.
• Responsible for approximately 2,000 orders per year, receiving and acknowledging all orders within 24 hours of receipt.
• Consistently execute all quote-to-cash responsibilities, including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices.
• Knowledgeable in and easily executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, and Invoice.
• Easily maintains most customer master information and the correct linkage of customers. Monitors orders for on-time delivery or renegotiates delivery dates, within service guidelines or with guidance.
• Understand and request approval for alternative forms of transportation, including cost differential, and consider service rules. Review inventory and manage order confirmation and backorder processing. Possibly learning and/or executing more complex sales order processes.
• Uses most tools and reports to understand order process status and identify areas of concern in the quote-to-cash process.
• Notifies the manager and requests assistance when needed for order fulfillment.

10%- 20% Resolving Issues:

• Resolves crisis situations during and after hours of operation, easily managing customer relationships.
• Record complaints and correctly assign them to the investigating party, understanding the implications of issues, and effectively managing the complaint process.
• Constant follow-up and review until issues are satisfactorily closed.
• Understanding of customer financials (residuals, credits/debits, and overdue invoices); investigate and resolve residuals on a timely basis, weekly, create credit and adjustments within authorized limits, or request approval when appropriate.
• Frequently recommends, initiates, identifies gaps, and suggests improvements.

5% Training:

• Actively participate in all required training and in the appropriate time frame.
• Maintain personal ISO training records.
• Proactively assist team members with daily activities and training efforts.
• Attend the offered training to support the development plan and strengthen skills.

10% - 15% Additional Activities:

• Identify the need for new ISO procedures; create new procedures and amend existing procedures as needed.
• Perform additional business-specific related activities as directed by the Manager or the Supervisor to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, and various report requests (SAP BW, WBBR, etc.).
• Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.
• Share knowledge and propose the use of custom SAP reports across the supply chain to provide accurate, real-time order information.
• Assist with process improvement for business-specific activities internally and externally.

Requirements:

• Bachelor’s Degree with Emphasis in Business, Engineering, or Supply Chain, or equivalent relevant customer service experience.
• One to three years of experience with a Bachelor's degree, or four or more years of relevant customer service experience without a Bachelor's degree.
• Proficient in Microsoft applications: Word, Excel, and PowerPoint
• Strong problem-solving and communication skills
• Customer Order processing in an enterprise system, SAP is strongly preferred

Job Type: Contract

Pay: $25.00 - $26.00 per hour

Application Question(s):

• Please provide your Email address

Education:

• High school or equivalent (Required)

Experience:

• Order Management or processing: 2 years (Required)
• Customer Master Records: 1 year (Required)
• Microsoft Excel : 1 year (Required)
• SAP: 1 year (Required)

Ability to Commute:

• Cary, NC 27519 (Required)

Work Location: In person