Order Management Specialist

Innova Solutions•Greensboro, NC

3d•Hybrid

About The Position

Order Management Specialist where you'll become the trusted point of contact for customers and internal sales teams, guiding orders seamlessly from inquiry to delivery. In this dynamic role, you'll help customers navigate product options, identify the right HVAC solutions, track orders, resolve challenges, and create positive experiences at every touchpoint. If you thrive in a fast-paced environment, enjoy collaborating across teams, and love turning complex situations into simple solutions, we'd love to hear from you.

Requirements

High School Diploma or GED required.
Customer service, order management, sales support, or supply chain experience is a plus.

Nice To Haves

Associate degree or bachelor’s Degree preferred.

Responsibilities

Deliver Outstanding Customer Support: Serve as the primary contact for dealer and sales partner inquiries related to order management.
Help customers identify products, understand pricing and availability, explore promotions, and find the best HVAC system solutions.
Act as a trusted advisor by recommending system configurations that meet customer needs.
Own the Order Journey: Process customer orders, establish promise dates, and ensure smooth order entry.
Manage orders from placement through invoicing, ensuring timely and accurate fulfillment.
Support customers through multiple communication channels, including phone, email, chat, and text messaging.
Coordinate with cross-functional teams to proactively resolve issues and deliver a seamless customer experience.
Drive Operational Excellence: Monitor order reports and identify opportunities to resolve holds, misses, returns, and open orders.
Leverage system tools and processes to ensure efficient and accurate order fulfillment.
Contribute to the development and enhancement of standard operating procedures and best practices.
Be a Catalyst for Continuous Improvement: Participate in process improvement initiatives that simplify workflows and enhance customer satisfaction.
Identify opportunities to remove barriers and improve the end-to-end order experience.