Customer Order Management Representative

Customer Order Management Representative
Location: Nashville, TN
Pay Rate: $24 per hour
Work Arrangement: Hybrid
Schedule: 7:00 AM–4:00 PM or 8:00 AM–5:00 PM

The Customer Order Management Representative serves as the primary point of contact for assigned customer accounts, managing the full order lifecycle from entry to fulfillment. This role focuses on customer service and order management within a supply chain environment and is not a call center position. The ideal candidate is communicative, detail-oriented, and comfortable working closely with customers and internal teams.

• Strong communication skills

• Supply chain experience

• Familiarity with Microsoft Excel

• Act as the single point of contact for assigned customer accounts

• Manage the complete order lifecycle, including customer setup, order entry and modification, escalations, and logistics coordination

• Ensure orders are processed and shipped according to agreed deadlines

• Communicate regularly with customers, distribution centers, manufacturing plants, and cross-functional teams

• Provide accurate documentation and ongoing status updates to customers

• Resolve complex customer inquiries through research and deep understanding of internal systems and processes

• Escalate issues as needed, ensuring complete documentation throughout the process

• Maintain accurate records of all internal and external interactions in the appropriate systems

• Ensure compliance with export policies and required shipping documentation

• Act as liaison between customers and manufacturing or aftermarket teams for quality-related issues

• Submit material or process non-conformance claims through the Quality Management System

• Prepare and distribute standard and customized reports for internal teams and customers

• Support customer visits at the local facility as needed

• Understand and follow customer order management policies, procedures, and performance metrics

• Support departmental goals and participate in continuous improvement initiatives

• Participate in or lead process improvement projects

• Minimum of 1 year of relevant experience in customer service, customer support, or customer order management

• Basic understanding of supply chain operations

• Experience with SOX compliance, credits, and debits

• Knowledge of quality management systems preferred

• Strong organizational and problem-solving skills