Order Fulfillment Specialist

Associated Materials, LLC•Cedar Rapids, IA

39d

About The Position

The Order Fulfillment Specialist is a dedicated, plant-embedded resource responsible for managing customer order communications, maintaining accurate order status in plant systems, and coordinating fulfillment execution for standard orders, remakes, and expedites. This position serves as the primary point of contact between the plant and Alside Customer Service and Sales teams, ensuring real-time visibility, proactive issue resolution, and seamless information flow. The Order Fulfillment Specialist partners with plant production, shipping, and scheduling teams to drive down backlogs, resolve order flow interruptions, and improve on-time fulfillment rates.

Requirements

Bachelor's degree in Supply Chain, Manufacturing, Business Administration, or related discipline preferred. Equivalent combination of education and relevant experience will be considered
2-4 years of experience in order fulfillment, production coordination, customer service, or plant manufacturing environment
Experience working with order management software, CRM systems, and ERP platforms
Proven track record of managing customer expectations and resolving complex fulfillment issues
Customer Service Orientation: Ability to communicate professionally with internal and external customers, manage difficult conversations, and maintain composure under pressure
Problem-Solving & Expediting: Strong analytical skills with ability to identify root causes, prioritize competing demands, and resolve issues quickly
Attention to Detail: Exceptional organizational skills with ability to manage high volumes of orders and maintain data accuracy
Cross-Functional Collaboration: Demonstrated ability to work effectively across departments (Customer Service, Production, Shipping, Sales) and influence without direct authority
Flexibility & Adaptability: High level of flexibility to react immediately to inventory constraints, production issues, or urgent customer requests
Communication Skills: Excellent written and verbal communication skills; ability to clearly document actions and provide concise status updates
Technical Proficiency: Experience with Order Management Software, CRM platforms (e.g., Salesforce), and Microsoft Office Suite (Excel, Outlook, Word)
Manufacturing Knowledge: Understanding of production scheduling, order flow processes, and plant operations preferred

Responsibilities

Serve as the single point of contact at the plant for Alside Customer Service and Sales inquiries regarding order status, expedites, and remakes
Respond promptly to internal and external customer requests for order information, delivery updates, and issue resolution
Proactively communicate fulfillment issues, production delays, or constraints to Customer Service before they escalate to customers or sales representatives
Maintain constant, professional communication between Customer Service, manufacturing, shipping, and sales teams
Document all customer interactions, issue resolutions, and order status updates in CRM systems to ensure Customer Service has access to current, accurate information
Maintain real-time accuracy of order status, production changes, and shipping updates in plant order tracking and management systems
Update CRM and order management systems with current information on order flow, remakes, expedites, and fulfillment issues
Conduct regular audits of transaction details to ensure all order processing maintains required accuracy, quality standards, and customer service levels
Monitor contracts or agreements for expiration or renewal; generate reports on order status and execution for stakeholders across the business
Ensure Customer Service and Sales teams have reliable, up-to-date information to eliminate "let me check with the plant" delays
Identify and resolve critical production and order flow interruptions or discrepancies that impact customer commitments
Drive down production backlogs and improve order fulfillment rates by coordinating with production scheduling, plant management, and shipping teams
Expedite orders as needed to meet customer delivery requirements; track expedited orders through completion
Coordinate with transportation providers to resolve delivery issues, correct shipping errors, or investigate carrier problems
Anticipate fulfillment issues and partner with local plant management to mitigate customer impact
Develop and maintain complete, accurate reporting for various stakeholders in the business (Customer Service, Sales, Plant Management, Operations Leadership)
Provide guidance, training, and coaching to local production expediters or shipping coordinators (where applicable)
Assist with the implementation of process changes, system updates, or workflow improvements to advance lead time and fill rate metrics
Collaborate with technical teams to resolve system issues or implement updates to order tracking tools
Recommend process improvements based on recurring issues, customer feedback, or operational inefficiencies