Order Management Customer Support Specialist

The Viking Group•Fairfax, VA

About The Position

Step into a day as our Order Management Customer Support Specialist. You start your morning reviewing new orders and quote requests in your queue. A customer calls to adjust quantities—within minutes you process the update, confirm pricing, and note a potential add-on that fits a current promotion. Midday, you’re partnering with Sales, Fabrication, Credit, Inventory Control, and the Warehouse to ensure an urgent shipment stays on track. Later, you spot a billing discrepancy, coordinate with the right team to correct it, and follow it through to resolution—closing the loop with the customer so they’re informed at every step. In between, you complete a module in our online learning system, deepening your technical knowledge so each interaction is faster, clearer, and more helpful.

Requirements

At least 1 year of experience in customer service or sales.
Demonstrated strong computer abilities (JDE experience preferred).
General computer proficiency; familiarity with Microsoft Windows and Office is a plus.
1+ year working in a fast-paced, multitasking environment under time constraints.
Comfort with basic arithmetic, including whole numbers, fractions, decimals, and measurements.
Language: English required for U.S. roles; Spanish and Portuguese required for Latin America roles.

Responsibilities

Enter and manage orders and quotations, follow up on quotes, and process returns/credits in line with company policies and standards.
Collaborate closely with Sales, Fabrication, Credit, Inventory Control, Warehouse, and other departments to move customer requests forward.
Investigate order-entry, shipping, or billing errors; coordinate cross-functional fixes; and see every issue through to completion.
Use our online learning system to build technical fluency in products and services, meeting competence levels defined by management.
Reference and maintain access to the latest company literature and technical materials available online to support accurate answers and orders.
Communicate professionally—verbally and in writing—while meeting customer timelines and upholding company standards.
Grow revenue by identifying opportunities for promotions and add-on items at the point of order through strong product knowledge.
Keep customers updated on the status of their requests with proactive follow-through.
Cultivate service-focused relationships with customers and suppliers.
Complete the assigned training curriculum and consistently apply Standard Operating Procedures (SOPs) and company policies.
Take on additional duties as assigned.