Customer Order Management Representative II

Kelly

Job Description:

Customer Order Management Representative II

Compensation and Schedule

Pay Rate: $28-$33 per hour (DOE)

Assignment Length: 6-month contract (likely extension)

Work Schedule:

Hybrid—Monday and Friday remote;
Tuesday to Thursday onsite, 8:00 a.m. to 5:00 p.m.

Training:
First two weeks 100% onsite for onboarding/training.

Candidates must have a reliable home office setup for remote days.

Interview:
One-hour in-person interviews with manager prior to hire.

Job Summary

As a Customer Order Management Representative II, you will serve as the primary point of contact for assigned customer accounts managing the entire order life cycle to ensure all orders are processed, shipped, and invoiced accurately and on time. You will provide exceptional support, clear communication, and proactive service to deliver an outstanding customer experience.

Key Responsibilities

• Manage customer accounts through the full order life cycle: new account setup, entry/modification of orders, escalations, and logistics coordination.
• Serve as the single point of contact for customers, parts distribution centers, manufacturing plants, and internal teams to ensure timely, accurate order fulfillment and continuous communication.
• Own and resolve complex customer inquiries through deep understanding of company processes, systems, and standards. Escalate to higher-level support as needed, maintaining detailed documentation throughout.
• Maintain precise records of all customer and internal communications in the appropriate systems.
• Ensure compliance with export regulations, gathering and validating export or shipping documentation to meet all requirements.
• Act as a liaison for complex issues—submitting Material or Process Non-Conformance claims and supporting quality investigations.
• Support site Supervisor in hosting customer visits at the local facility.
• Prepare and distribute standardized and custom reports for both internal and customer needs.
• Understand and apply Customer Order Management policies, procedures, and metrics; help drive departmental initiatives for proactive improvement.
• Participate in and may lead process-improvement projects.

Qualifications and Competencies

Core Competencies:

• Collaboration:
  
  Effective teamwork and partnership with peers and cross-functional teams.
• Communication:
  Demonstrates strong multi-channel communication skills, adapting messages for diverse audiences.
• Customer Focus:
  Builds relationships and delivers customer-centric solutions.
• Results Oriented:
  Consistently meets or exceeds objectives even under challenging situations.
• Self-Development:
  Proactively seeks professional growth and mastery of best practices.
• Customer Support:
  Demonstrates understanding of proactive customer support throughout the order life cycle.
• Order Life Cycle Management:
  Understands end-to-end process, functional integration, and terminology.
• Order Processing:
  Accurately manages receipt, entry, exception handling, and fulfillment of customer orders.
• Respect for Differences:
  Values cultural and individual diversity as a business asset.

Technical

Competencies:

• Order Life Cycle Systems Knowledge:
  Processes orders and modifications in system screens, resolves customer queries efficiently.
• Detail orientation:
  Ensures accuracy of all data and documentation.
• Multi-tasking:
  Manages and priorities multiple streams of work in fast-paced environments.

Education, Licenses, and Certifications

• High school diploma or equivalent required; college degree preferred.
• May require export controls or sanction compliance licensing, depending on business sector.

Experience

• Some prior experience and intermediate knowledge in customer order management, account management, or supply chain required (training or on-the-job experience qualifies).

Top 3 Skills…