Customer Order Management Representative - Level II Job Saint Paul area,Minnesota USA,Customer Service/HelpDesk

Job Title:
Customer Order Management Representative - Level II

Job Location:

Shoreview, MN, 55126
Job duration: 11 Months on W2
Shift: hybrid schedule from 8:00 a.m. to 5:00 p.m. Employees will work in the office Tuesday through Thursday and remotely on Mondays and Fridays.
However, during the first couple of weeks, the role will require 100% in-office attendance for onboarding and training.

Job Description :
Job Summary:

Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

Key Responsibilities:

Responsible for assigned customer accounts for the entire order life cycle (from new customer setup, order entry/modification, escalations; responsibilities might include logistics management) to ensure orders are shipped to agreed deadline:
Act as the single-point-of-contact to ***' customers, parts distribution centers and/or manufacturing plants and cross functional departments to process and fulfil customer orders; providing accurate documentation and continual communication to customer throughout the process.
Take ownership of and resolve complex customer inquiries through extensive research, a detailed understanding of
*** processes, systems, and practices; provide timely and informative responses as per the Service Level Agreement. Request support from the next appropriate level of customer support for complex escalations/issues providing documentation throughout the process.
Maintain accurate records of all internal and external interactions in the appropriate database/system.
Ensure customers comply with export policies and ensure required export/shipping documentation is compiled to the relevant legislation.
Act as liaison between the customer and aftermarket and/or manufacturing location for quality issues; submit Material Non-Conformance or Process Non-Conformance claims via the Quality Management System. Knowledge of Quality Management Systems.
Support Supervisor with hosting customer visits at local facility. Prepare and distribute standard and customized internal and customer reports.
Understand Customer Order Management policies, procedures and metrics. Support Customer Order Management departmental goals and initiatives to become a more proactive customer support organization.
Participate in/lead process improvement projects.

Qualifications and Competencies:
Competencies:

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Customer focus - Building strong customer relationships and delivering customer-centric solutions.
Drives results - Consistently achieving results, even under tough circumstances.
Self-development - Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Customer Support - Demonstrates how proactive customer support interactions are required at each phase of the order life cycle to ensure customer satisfaction; describes how customer support and the order life cycle are interconnected to ensure an overall positive customer experience.
Order Life Cycle - Demonstrates the phases of the end-to-end order life cycle, terminology and functional collaboration that enable customer orders to be fulfilled; describes how the order life cycle and customer support are interconnected to ensure an overall positive customer experience
Order Life Cycle Systems Knowledge - Demonstrates the steps within each system screen to process customer orders, order modifications and respond to customer queries to ensure accurate and timely order processing and query resolution.
Order Processing - Demonstrates the steps necessary to manage the processing of customer orders through order receipt, exception identification and resolution to ensure orders are fulfilled to customer requirements
Values differences - Recognizing the value that different perspectives and cultures bring to an organization

Education, Licenses, Certifications:

High school diploma or certificate of completion…