Order Management Specialist

AprilAire•Madison, WI

2d•Hybrid

About The Position

AprilAire is seeking a detail-oriented, customer-focused specialist to enter and manage customer orders, maintain customer and pricing records, and help resolve order and account issues. The role involves coordinating with customers, sales teams, and distributors, and supporting inquiries across email, phone, and web chat. It is based at the company’s Madison, Wisconsin location, with the opportunity to work from home one day per week if performance metrics are met. The stated schedule is Monday through Friday, 8:15 a.m. to 5:00 p.m., with no weekends; earlier shifts may be available based on seniority. The position is described as a career pathway to opportunities in sales, marketing, and other areas of the business.

Requirements

Confidence speaking with customers and accurately documenting details in the system.
Exceptional customer service skills, including empathy, curiosity, and approachability.
Comfort using Microsoft Word, Excel, and other office software.
Detail-oriented ability to review numbers and uncover insights.
Strong critical thinking skills to work through and resolve unique customer orders.
Commitment to meeting and maintaining key metrics.
Technical agility to work across multiple tabs and triple monitors.

Nice To Haves

Experience with AS400.

Responsibilities

Enter customer purchase orders accurately and promptly into the ERP system.
Review orders for complete specifications, quantities, pricing, and customer account agreements.
Maintain customer-specific notes to ensure orders are handled properly.
Develop and maintain knowledge of customer classifications, products, pricing, and shipping methods.
Create new ship-to and bill-to addresses in software as needed.
Maintain the customer database.
Maintain the Kardex special price program for customers with special pricing.
Enter debit and credit memos.
Monitor open (“A-Status”) order reports and ensure timely resolution, communicating pertinent information as needed.
Research open orders, determine root causes, and recommend process improvements to management and sales.
Coordinate with sales and distributors by phone and email to resolve open order and account issues, including pricing or quantity discrepancies and requests for revised purchase orders.
Manage email correspondence on pricing requests, purchase order management, logistics coordination, order and tracking status, packing slips and bills of lading, literature requests, and post-order support.
Coordinate no-charge and replacement orders with manufacturing and verify data such as warranty claims and order history.
Investigate unresolved short payments.
Respond to and resolve customer inquiries and complaints.
Assist with incoming customer service calls and web chat responses.