Order Management Representative II

Are you ready for your next adventure? At Oregon Freeze Dry, innovation isn’t just a buzzword, it’s our foundation. We are a purpose-driven company with six decades of expertise in freeze-drying technology. Best known as the makers of Mountain House © meals, we are experts in advanced lyophilization solutions that can help people live healthier lives. Our headquarters in Albany, Oregon sits at the crossroads of science and nature, surrounded by breathtaking landscapes that fuel bold ideas and transformative breakthroughs.

We're driven by a commitment to quality, creativity, and continuous improvement, and we're always looking ahead to what's next. We’re proud of our legacy, but our future is even more exciting. If you're passionate and ready to make an impact, Oregon Freeze Dry isn't just a place to work, it's where your adventure begins.

We’re looking for an Order Management Representative to join our Headquarters in Albany, OR. The role independently manages customer orders from receipt through shipment, ensuring accuracy, responsiveness, and on-time, in-full (OTIF) delivery. This role serves as a primary point of contact for customers and internal partners, proactively resolving complex order issues, coordinating cross-functional solutions, identifying fulfillment risks, and driving continuous improvement to enhance operational efficiency and customer satisfaction.

• Process and manage customer purchase orders from receipt through shipment confirmation, ensuring accuracy throughout.
• Serve as the primary point of contact for order status inquiries, proactively communicating delays, substitutions, or changes to customers and internal stakeholders.
• Review orders for completeness, pricing accuracy, and compliance with customer requirements (including labeling, pack specs, and shipping terms).
• Maintain and update order data in ERP (M3), ensuring records are current.
• Troubleshoot and resolve EDI order processing issues by coordinating with customers, internal stakeholders, and IT as needed.
• Assist with customers onboarding by communicating OFD's ordering processes, lead times, and requirements.
• Primary point of contact for customer complaints, ensuring accuracy in complaint management system and coordinating path to resolution.
• Issue proforma invoices for contract development per project milestones.
• Partner with AR / Finance team to resolve invoice discrepancies tied to order variances.
• Manage and resolve customer concerns or escalations in a timely and professional manner, partnering with internal teams to identify solutions and ensure appropriate follow-through.
• Apply sound judgment when navigating conflicting priorities, balancing customer needs with operational requirements to achieve effective outcomes.
• Identify and elevate fulfillment risks including short shipments, lead-time conflicts, and capacity constraints in a timely manner.
• Generate and distribute supplier scorecards, order status reports, promise dates, open order reports, and shipping confirmations.
• Participate in continuous improvement efforts related to order accuracy, on-time delivery, and customer satisfaction metrics.
• Deliver a high-quality customer experience by maintaining responsiveness, professionalism, and clear communication throughout the order lifecycle.
• Build and maintain positive working relationships with customers and internal stakeholders to support collaboration and service excellence.
• Identify opportunities to improve processes and customer interactions, contributing to continuous improvement of the overall customer experience.
• Regular and reliable attendance on a full-time basis.
• Responsible for exhibiting professional behavior with both internal and external business associates that reflect positively on the company and is consistent with the company’s policies and practices.
• Embody OFD’s cultural values and aligns daily actions with department and company culture.

Oregon Freeze Dry has office, manufacturing and outdoor work spaces where this position is required to access and work. Employee will be exposed to varying plant conditions including extreme temperatures, fumes, dust, wet and dry conditions, moderate to…