Customer Order Management Representative

Cynet Systems•Nashville, TN

1d•Onsite

About The Position

Act as the single point of contact for assigned customer accounts, managing the entire order life cycle to ensure orders are processed on time. This role involves managing orders from new customer set-up, order entry/modification, and escalations, potentially including logistics management, to ensure timely shipment according to agreed deadlines. The representative will serve as the primary contact for customers, parts distribution centers, manufacturing plants, and internal departments, ensuring accurate documentation and continuous communication throughout the order fulfillment process. A key aspect of the role is resolving complex customer inquiries through thorough research and a deep understanding of organizational processes, systems, and practices, providing timely responses in line with Service Level Agreements. Support will be requested from higher levels of customer support for intricate escalations, with full documentation provided. Maintaining accurate records of all interactions in the designated system is crucial. The role also requires ensuring customer compliance with export policies and compiling necessary export and shipping documentation according to relevant legislation. Acting as a liaison between customers and aftermarket or manufacturing locations for quality issues, including submitting Non-Conformance claims, is also part of the responsibilities. A demonstrated knowledge of Quality Management Systems is expected. The representative will support the Supervisor in hosting customer visits and will prepare and distribute various internal and customer reports. Understanding Customer Order Management policies, procedures, and metrics, and contributing to departmental goals and initiatives to foster a proactive customer support organization are essential. Participation in or leadership of process improvement projects is also expected.

Requirements

Demonstrate knowledge of Quality Management Systems.
Understand Customer Order Management policies, procedures, and metrics.

Nice To Haves

Experience managing the entire order life cycle (from new customer set-up, order entry/modification, escalations; responsibilities might include logistics management).

Responsibilities

Manage the entire order life cycle for assigned customer accounts, from new customer set-up to order entry/modification and escalations.
Ensure orders are shipped to agreed deadlines.
Act as the single point of contact to customers, parts distribution centers, manufacturing plants, and cross-functional departments for order processing and fulfillment.
Provide accurate documentation and continual communication throughout the order process.
Resolve complex customer inquiries through extensive research and a detailed understanding of organizational processes, systems, and practices.
Provide timely and informative responses as per the Service Level Agreement.
Request support from the next appropriate level of customer support for complex escalations or issues, providing documentation.
Maintain accurate records of all internal and external interactions in the appropriate database or system.
Ensure customers comply with export policies and compile required export and shipping documentation to relevant legislation.
Act as liaison between the customer and aftermarket or manufacturing locations for quality issues.
Submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System.
Support the Supervisor with hosting customer visits at the local facility.
Prepare and distribute standard and customized internal and customer reports.
Understand Customer Order Management policies, procedures, and metrics.
Support Customer Order Management departmental goals and initiatives.
Participate in or lead process improvement projects.