Customer Order Management Representative - Level II

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 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.

• 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.

• 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

• High school diploma or certificate of completion of secondary…