Order Management Specialist

Job Description:

Order Management Specialist

Part-Time remote Customer Care Representative to work Saturday and/or Sunday from 8AM to 8PM and occasional Holidays. Customer Care Representative will communicate with customers through various channels to provide product and service information, quickly identify customer needs, and forward complaints to the relevant department. They work independently, meet deadlines, and excel in clear communication (both written and verbal), emphasizing accuracy and the establishment of lasting customer relationships.

Snapshot of Responsibilities:

• Answer and document incoming calls made to the customer care phone lines in SalesForce and field questions regarding our products as needed. Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
• Responsible for improving customer retention through programs and service provided to the customer.
• Responsible for the daily processing of domestic and international inquiries and orders received by phone, mail, fax, email, and EDI, while maintaining a low error rate. Enter orders into SAP ERP systems. Expedite orders as needed, based on product availability, including credit card payments for orders or open invoices.
• Interface with Operations, Finance, Accounting, etc. regarding special customer needs, returned goods, shipping methods, and discrepancies.
• Interface with the Sales team regarding customer problems, messages, free goods, etc.
• Continually maintain working knowledge of all company products, services and promotions.
• Performs other duties and tasks assigned by management.

What You Bring:

• One to two years college or equivalent experience with 1-2 years customer service or related business experience.
• A reliable and high-speed internet connection is necessary for seamless communication while working remotely.
• Strong oral and written communication skills are required to communicate effectively with external and internal customers.
• Strong analytical skills, with the ability to manage competing priorities, multi-task and work independently
• Detail-oriented with strong organizational, communication and execution skills are required.
• Ability to work in a team environment and adapt to changing requirements, deadlines and initiatives
• Proficient knowledge of Microsoft Office applications, Customer Relationship Management Tools and Internet tools. Familiarity with SharePoint, OneDrive, and Teams.
• Working knowledge of SAP/ERP desirable.
• Travel may be required to support local sites within a 10-mile radius. Additional limited travel upon request may be required for training, audits, or collaboration with other company locations or external partners.