Order Management Coordinator

Kelvion•Catoosa, OK

About The Position

The Order Management Coordinator manages customer relationships and provides technical and service support through responsive communication, prompt issue resolution, and an exceptional customer experience. The role manages assigned customer accounts with minimal supervision and serves as the primary contact for post-shipment inquiries, warranty claims, service requests, and issue resolution. The coordinator follows up to confirm resolution and customer satisfaction, maintains relationships, and identifies customer needs and opportunities to support satisfaction and business growth. The position resolves escalated customer concerns, supports root cause investigations, participates in onsite customer audits and audit preparation, and identifies opportunities to improve customer service processes and workflows. It requires adherence to Kelvion's quality standards, Quality Management System requirements, company policies, ethical standards, and applicable laws and regulations. The coordinator may cross-train on multiple product lines and perform other assigned responsibilities. Some travel may be required.

Requirements

Strong communication, analytical, and organizational skills.
Proficiency in Microsoft Office and ability to learn ERP or other software systems.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Effective time-management and goal-achievement skills.
Associate’s degree or higher in a related field and at least 2 years of related experience, or a high school diploma, general education degree, or equivalent and at least 4 years of related experience.
Ability to perform each essential duty satisfactorily; reasonable accommodation may be made for individuals with disabilities.
Personal computer skills, including electronic mail, record keeping, routine database activity, word processing, spreadsheets, graphics, and ERP systems.
Ability to meet the stated physical requirements, including regularly hand lifting and/or moving objects up to 25 pounds.

Nice To Haves

Previous experience with Made2Manage.
Experience in manufacturing or oil and gas industries.

Responsibilities

Manage assigned customer accounts with minimal supervision.
Serve as the primary point of contact for post-shipment inquiries, coordinating warranty claims, service requests, and issue resolutions.
Follow up to confirm issue resolution and customer satisfaction.
Respond promptly and effectively to post-delivery questions and concerns.
Maintain strong customer relationships and proactively identify future needs.
Monitor market trends, customer needs, and industry developments to identify opportunities to improve customer satisfaction and support business growth.
Cross-train on multiple product lines to provide team coverage and support.
Resolve escalated customer concerns, including complaints, complex billing questions, account disputes, and cancellations.
Support root cause investigations related to customer issues.
Participate in onsite customer audits and support audit preparation activities.
Identify opportunities to improve customer service processes and workflows.
Incorporate Kelvion’s Standard of Excellence, including its commitment to quality, into products and services provided.
Comply with all Quality Management System requirements.
Follow company policies and procedures, including the Global Code of Business Principles, Code of Ethics and Business Conduct, and Operational Framework.
Demonstrate high ethical standards and promote honesty, integrity, and One Team collaboration.
Comply with applicable government and corporate laws, rules, regulations, policies, and procedures.
Perform other responsibilities as assigned.
Travel as required.