US_Order Fulfillment Specialist I_CO

US Order Fulfillment Specialist

The Order Fulfillment Specialist ensures a smooth and successful order-to-delivery experience for customers. This role manages customer inquiries via phone and email, resolves issues related to products, pricing, invoicing, and logistics, and identifies opportunities to improve processes and enhance overall service delivery.

Responsibilities

• Respond to customer inquiries from order inception through delivery, ensuring timely and accurate resolution of questions and concerns.
• Proactively identify and rectify potential issues that may affect order fulfillment, customer satisfaction, or delivery timelines.
• Manage order replacement, returns, credits, debits, and order changes in accordance with established procedural guidelines.
• Provide specialized support and subject matter expertise to track, analyze, and report on specific customer functions and activities.
• Coordinate communications related to the implementation of product promotions, process changes, and marketing programs to ensure seamless execution.
• Serve as a key resource for internal and external stakeholders, recommending process changes that improve customer satisfaction and operational efficiency.
• Monitor customer and product trends to identify recurring issues and proactively resolve them in collaboration with internal teams.
• Negotiate solutions with internal groups to address customer concerns and ensure alignment with service and quality standards.
• Maintain and continuously improve the quality system to support and achieve organizational quality objectives.
• Execute special projects and initiatives as assigned by management, contributing to continuous improvement and business support efforts.

Essential Skills

• Associate's degree with at least 1 year of customer service experience, or more than 3 years of previous customer service experience in lieu of a degree.
• Demonstrated customer service experience supporting order fulfillment, delivery, or related business support functions.
• Proficiency in SAP systems for order processing, tracking, and related activities (preferred).
• Proficiency in Salesforce or similar customer relationship management (CRM) systems (preferred).
• Strong verbal communication skills for handling customer calls and coordinating with internal stakeholders.
• Strong written communication skills for managing email inquiries and documenting customer interactions.
• Ability to track, analyze, and report on customer and product trends to support data-driven decisions.
• Ability to follow procedural guidelines for order changes, returns, credits, and debits.
• Strong attention to detail and accuracy in handling orders, documentation, and customer information.

Additional Skills & Qualifications

• Experience working with SAP in a customer service, order management, or logistics environment.
• Experience using Salesforce or other CRM platforms to manage customer interactions and cases.
• Experience in business support or office-based customer service roles.
• Ability to coordinate communications for product promotions, marketing programs, and process changes.
• Experience contributing to or maintaining quality systems and supporting organizational quality objectives.
• Comfort working on special projects and adapting to evolving business needs.

Work Environment

This is an on-site role with a hybrid schedule after training. The position follows a hybrid model in which work is performed remotely on Mondays and Fridays, and on-site on Tuesdays, Wednesdays, and Thursdays once training is complete. Standard working hours are 9:00 a.m. to 6:00 p.m. EST, with the possibility of adjustments based on business needs. During training, the schedule is 8:00 a.m. to 5:00 p.m. EST.

The role operates within an office environment and aligns with the occupational classification of Customer Service Representatives, focusing on business support activities. The position requires regular use of systems such as SAP and Salesforce, as well as phone and email communication tools, to support customers and internal teams in a professional office setting.

Job Type & Location

This is a Contract position based out of Indianapolis, IN.

Pay and Benefits

The pay range for this…