Order Management Specialist

Georg Fischer•Irvine, CA

4d•Onsite

About The Position

The Order Management Specialist Level 1 processes customer orders accurately and efficiently, tracks customer interactions in Microsoft Dynamics CRM, supports timely order fulfillment, and helps resolve basic order discrepancies. The role works with internal teams using Microsoft Teams and communicates with customers, suppliers, and transport companies about orders, product availability, delivery dates, price changes, and possible deviations or solutions. The specialist administers order entry and processing for EDI and non-EDI orders, monitors backorders, coordinates complaints and returns, and prepares reports on customer inquiries, sales trends, complaints, delivery or service problems, and product returns. The position is in-office Monday through Friday.

Requirements

At least three years of experience in order management, customer service, or administrative support, preferably in operations or manufacturing.
Decent supply chain management or back-office experience, preferably in a technical industry.
Knowledge of an ERP system such as SAP.
Excellent knowledge of Excel, Word, and Outlook.
Computer literacy and knowledge of Microsoft Office applications.
Detail orientation and time-management skills.
Strong interpersonal skills.
Effective oral and written communication skills.
Ability to learn and retain product-specific information and communicate product features and benefits to customers.
High efficiency in transactional order handling, complaint, and return processes while maintaining high quality standards.
Initiative to improve the effectiveness and efficiency of back-office processes.

Nice To Haves

High school diploma or an education certificate in an applicable functional area preferred.
Proficiency in Microsoft Excel preferred.
Knowledge of Microsoft Dynamics CRM preferred.

Responsibilities

Process order administration and entry for EDI and non-EDI orders, including checking open orders and product availability, considering customer notes, monitoring delivery times, and sending delivery confirmations.
Advise customers, suppliers, and transport companies about current orders, product shortages, expected delivery dates, price changes, deviations, and solutions by email or telephone.
Monitor backorder releases by checking availability, optionally merging orders, setting delivery dates, and confirming or releasing orders in SAP.
Release orders in a timely manner and support fulfillment of established standards and policies to achieve customer satisfaction.
Monitor and resolve order issues and processing errors.
Prepare reports on customer inquiries, sales trends, customer complaints, delivery or service problems, and reasons for product returns.
Administer and coordinate logistics and commercial complaint handling, monitor complaint status, and regularly inform customers.
Administer individual returns of goods, including entering returns in SAP and contacting customers; periodically analyze returns and adjust payment dates.
Collaborate constructively with company personnel, customers, and others; share ideas, listen to suggestions, keep commitments, communicate progress and issues, and address problems constructively and respectfully.
Perform other duties as assigned.