Job Description

This position provides support to the Sales organisation by obtaining, analysing and verifying the accuracy of order information in a timely manner, initiating and/or implementing corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction are maintained, and supplying client service material related to: summary reports, carrier tracking, and other information particular to the customer’s needs.

Duties and Responsibilities:

• Complete, manage, and communicate out all generic and customer specific setup forms
• Manage customer issues with Order Entry Team processes pertaining to new orders
• Ensuring orders are transmitting properly and resolving any issues by working with the internal teams

Order management:

• Pricing correction and communication with Sales and Customer
• Confirm product supply and availability
• Transmit order to warehouse for fulfillment
• Follow up on order status to ensure orders ship on time
• Provide shipment tracking – upon request
• Collaborate with Order Control in managing customer portal requirements: tracking, etc.
• Communicating with Supply Chain and Logistics on product ETAs and availability
• Complete open order report for current customers
• Proactive communication with sales and the customer on any product delays/issues
• Investigating returns and discrepancy claims
• Escalate any shipping errors or transportation related requests to Logistics
• Work with Accounting on any order or shipment document retrieval for audits
• Support Accounting on related invoice or credit issues
• Maintaining and reviewing all customer routing guides
• Provide up-to-date pack out instructions to Warehouse for current customers
• Maintain written SOPs and SLAs for assigned sales operations

Required Knowledge, Skills, and Abilities