Order Management Representative

Job Summary

We are seeking a dedicated and detail-oriented individual to join our Customer Experience team as an Order Management Representative. In this role, you will be responsible for managing domestic orders, across 30-50 assigned key accounts, handling sales order management duties, and coordinating inventory reservations to ensure efficient order fulfillment and best-in-class customer satisfaction.

Essential Job Responsibilities

• Process orders accurately and efficiently, ensuring adherence to company policies and procedures.
• Leverage all automation within order processing via EDI and the Automation order tools.
• Serve as the primary point of contact for assigned customer accounts, building strong relationships, and providing exceptional customer service.
• Manage customer inquiries, order changes, and resolution of any issues or concerns in a timely manner.
• Work closely with internal teams, including sales, warehouse, and finance, to coordinate order fulfillment and ensure on-time delivery.
• Monitor inventory levels and coordinate with the Senior Specialist to reserve stock for pending orders.
• Proactively communicate with customers regarding order status, shipment updates, and any potential delays or issues. Provide backorder reports as necessary.
• Contribute to the achievement of Inline Plastic’s 98.5% fill rate goal.
• Maintain department SLAs for response and resolution time with all customer interactions through the CX ticketing system.
• Maintain accurate records of customer interactions, orders, and inventory reservations in the company's database.
• Identify opportunities for process improvements to streamline order management and inventory control procedures.
• Support special projects and initiatives related to Customer Experience within department goals and needs.

Minimum Requirements (include education, experience, special skills, licenses and/or certifications required.)

• Associate’s Degree or equivalent from a 2-year college/university or comparable work experience.
• Minimum 1-2 years of Customer Service Experience.
• Experience with managing retail/wholesale orders and shipments is a plus.
• Demonstrated abilities in Microsoft Office, including Excel and Outlook is a must.
• Experience working in ERP systems to manage and process orders (Epicor preferred) as well as Business Intelligent Tools for Reporting.
• Excellent verbal and written communication skills; fluency in the English language is required.
• Attention to detail and ability to handle fast paced work environment.
• Strong analytical abilities to trouble shoot and problem solve.
• Ability to work well independently as well as in a collaborative team setting.