Order Management Specialist

Aston Carter•Cary, IL

1d•$21 - $25•Hybrid

About The Position

The Order Management Specialist will serve as the initial point of contact for product quality concerns and order-related issues. This role involves creating, processing, and tracking Quality Assurance Inquiries from submission through resolution, ensuring accurate documentation in the appropriate systems. The specialist will coordinate with internal departments such as engineering, manufacturing, and quality to investigate and resolve product quality issues, and will draft and deliver 8D reports based on failure analysis and corrective actions. Additionally, the role includes coordinating customer returns, exchanges, and credits, assembling, reviewing, and routing contract review documentation, and acting as a resource for internal teams by responding to quality-related inquiries and providing guidance on documentation and processes. The specialist will also support management with quality-related tasks, reporting, and data analysis, perform order entry and data entry tasks with a high level of accuracy, and manage high volumes of orders, inquiries, and documentation while meeting tight service-level agreements and deadlines. Clear and professional communication via phone and email with internal stakeholders and customers is essential, as is cross-functional collaboration to ensure consistent product quality and customer satisfaction. The role requires applying sound judgment and problem-solving skills to resolve issues efficiently and escalating when necessary, while maintaining organized documentation and supporting document processing, management, and review activities related to quality and orders.

Requirements

Minimum 2 years of experience in a similar capacity supporting quality, engineering, product support, customer service, or related departments.
Experience working in a manufacturing environment, with familiarity in product or process-related workflows.
Hands-on experience with ERP system utilization for order management, tracking, and documentation.
Proficiency with Microsoft Office, including strong skills in email and Excel.

Responsibilities

Serve as the initial point of contact for product quality concerns and order-related issues.
Create, process, and track Quality Assurance Inquiries from submission through resolution, ensuring accurate documentation in the appropriate systems.
Coordinate with internal departments such as engineering, manufacturing, and quality to investigate and resolve product quality issues.
Draft and deliver 8D reports based on failure analysis and corrective actions, providing clear and concise summaries of findings and resolutions.
Coordinate customer returns, exchanges, and credits, ensuring order accuracy and a smooth customer experience.
Assemble, review, and route contract review documentation and other quality-related documents for internal approval and processing.
Act as a resource for internal teams by responding to quality-related inquiries and providing guidance on documentation and processes.
Support management with quality-related tasks, reporting, and data analysis, including preparing summaries of quality issues and trends.
Perform order entry and data entry tasks with a high level of accuracy, maintaining up-to-date records in ERP and documentation systems.
Manage high volumes of orders, inquiries, and documentation while meeting tight service-level agreements and deadlines.
Communicate clearly and professionally via phone and email with internal stakeholders and customers regarding quality issues, returns, and order status.
Collaborate cross-functionally with multiple teams to ensure consistent product quality and customer satisfaction.
Apply sound judgment and problem-solving skills to resolve issues efficiently and escalate when necessary.
Maintain organized documentation and support document processing, document management, and document review activities related to quality and orders.