Procurement and Order Management Specialist
About The Position
The Customer Success Team is the first line of support for our customer’s needs. They are responsible for customer-facing interactions and resolutions, as well as the review and processing of purchase orders, procuring products and services from our vendors, generating quotes for our customers, and resolving repair/return/replacement requests post-sale between our customers and vendors. The Customer Success Team works closely with both our sales team on customer service issues, as well as our Production Operations Team on internal operational issues to increase efficiency and accuracy of fulfillment. The Customer Success Team is responsible for maintaining and updating internal data in our ERP system and being responsive to phone and email requests both internally and externally as the primary source of orders-related information.
Requirements
- Bachelor's degree required
- 1-2 years' experience in a procurement or operations role with an excellent record of customer conflict resolution
- Strong critical thinking and analytical skills, with the ability to assess ambiguous situations, weigh trade-offs, and reach sound conclusions independently
- Proven ability to effectively handle multiple priorities, organize workload, and meet deadlines in a fast-paced environment
- Ability to assess customer's needs, diagnose root causes of complex issues, and deliver appropriate solutions
- Excellent verbal and written communication skills with a strong attention to detail
- Advanced computer skills in Microsoft Office, especially Excel
Responsibilities
- Interact directly with our customers and vendors, processing incoming purchase orders, generating quotes, managing returns, repair requests, and other miscellaneous tasks.
- Work closely with our sales and operations teams to deliver top-notch customer service in a timely and friendly manner.
- Review and respond efficiently and accurately to incoming requests via email and phone, fielding any hurdles, and escalating when needed.
- Understand our vendors’ product lines and be able to identify and resolve product-related issues and answer questions at a high level.
- Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot, resolve issues, and route feedback.
- Review, prioritize, and process incoming customer purchase orders in our ERP system, being mindful of customer and vendor requirements and instructions.
- Make order revisions as needed, including part number, pricing, and quantity changes.
- Thoroughly understand customer needs, vendor requirements and product lines, and business processes when processing orders and placing POs with vendors.
- Prepare and issue purchase orders, ensuring accuracy in all details and making revisions as needed.
- Generate price quotes for customers.
- Manage the repairs and returns process for post-sale equipment issues, including submitting repair/return requests to vendors, communicating decisions and work done to customers, and preparing paperwork for Finance to bill and/or issue credit memos.
Benefits
- Health, dental and vision insurance
- 401k and company match
- Paid holidays, vacation, sick days, and parental leave
- Ongoing technical training
- Advancement opportunities
- Company-provided uniforms
- Safe, clean & friendly work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
