Order Management Specialist
About The Position
AprilAire is a growing Madison-based company and an industry leading provider of healthy air solutions. We believe everyone deserves healthy air. You will join a team of professionals who are passionate, customer focused, adaptable, and leading the way for new HVAC technologies and innovative thinking. We are proud to have products in over 7 million homes and look forward to our continued success. Give your career a breath of fresh air today and consider joining our team! We are currently seeking someone who has a great eye for detail and a customer service focused attitude as a Customer Service and Order Management Specialist! Shift: Monday-Friday 8:15am-5pm (no weekends!) (earlier shifts are based on seniority). Compensation: Competitive pay & benefits with fun team activities during the year Location: 130 S. Ingersoll Madison, Wisconsin 53703 (near UW-Madison campus and free parking) Work style: If you meet performance metrics, this role has the opportunity to work from home one day per week. Career Opportunity: This role is a good fit for someone looking to build their career with our customers and move into further sales (external or internal), marketing, or more! This role is a key pipeline to other areas of our business.
Requirements
- Confidence in speaking with customers while accurately documenting details in our system.
- Exceptional customer service skills—you show empathy, curiosity, and approachability in every interaction.
- Comfort working with Microsoft Word, Excel, and other office software to keep things organized and efficient.
- A natural ability to dig into the numbers and use your detail-oriented mindset to uncover insights.
- Strong critical thinking skills to work through and resolve unique customer orders.
- Commitment to meeting and maintaining key metrics, ensuring the team consistently delivers on business goals.
- Technical agility—able to work across multiple tabs and triple monitors without losing focus.
Nice To Haves
- Experience with AS400 is a huge plus!
Responsibilities
- Performs accurate and timely entry of customer purchase orders into ERP system.
- Reviews orders for completeness of specifications, quantity, pricing as well as customer account for other special agreements.
- Maintains customer specific notes to ensure proper handling of orders.
- Develops and maintains in-depth knowledge of customer classifications, products, pricing, and shipping methods.
- Create new ship to and bill to addresses within software as needed.
- Maintains customer database.
- Maintains special price program (Kardex) for customers with special pricing.
- Enters debit and credit memos.
- Monitor open (“A-Status”) order report to ensure timely resolution of order processing and communicate pertinent information as necessary.
- Perform research, determine root cause analysis, and make recommendations to management/sales to implement improved process to reduce “A-Status” orders.
- Coordinate with Sales and Distributors via phone and email to take appropriate steps to resolve open order/account issues. (Ex: pricing, quantity discrepancy, request revised PO, etc.)
- Manage email mailbox correspondence to provide support on: Pricing requests, PO management, Logistic coordination, order/tracking status, generate packing slips/bill of lading, Literature requests, Post order support, no charge/replacement orders, coordination with manufacturing, data verification (warranty claims, order history)
- Investigate unresolved short payments
- Respond/resolve customer inquiries/complaints
- Assist with incoming customer service calls and web chat responses.
Benefits
- Competitive pay & benefits
- fun team activities during the year
- opportunity to work from home one day per week (if performance metrics are met)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
