Order Fulfillment Specialist

Job Title:

Order Fulfillment Specialist /Customer Service Representative

Job Description

The Order Fulfillment Specialist /Customer Service Representative is responsible for managing the complete order fulfillment cycle, from demand planning and receipt of purchase orders through coordination with planning and logistics to ensure on-time delivery and a high level of customer satisfaction. Acting as the primary in-house contact for assigned customers, this role builds strong relationships, proactively manages forecasts and orders, and works closely with internal teams to provide cost-effective, timely, and accurate service while protecting the organization's best interests.

Responsibilities

+ Serve as the main in-house point of contact for assigned customers, building strong, professional relationships and acting as their internal advocate.

+ Handle all order fulfillment activities, including receiving customer purchase orders and releases and ensuring timely and accurate order entry into the ERP system.

+ Review customer orders for correct pricing, delivery dates, and payment terms, and place orders on hold when necessary while coordinating appropriate follow-up.

+ Coordinate with planning and shipping/logistics teams to align customer demand with manufacturing capacity and ensure on-time, cost-effective delivery.

+ Manage the end-to-end order lifecycle, from initial receipt and acknowledgement through shipment and after-sale support.

+ Proactively track firm orders and forecast windows, solicit forecast information from customers, and enter and maintain accurate forecast data in the ERP system.

+ Maintain and update customer requirements, including address books, shipping notes, and part number cross-references, to support accurate and efficient order processing.

+ Monitor and document customer interactions, requirements, and issues in enterprise systems, ensuring complete and timely CRM or contact notes.

+ Communicate clearly and promptly with customers regarding order status, delays, freight challenges, and account-related issues, maintaining a strong sense of urgency.

+ Escalate customer concerns and complex issues to appropriate internal management levels in a professional and timely manner to ensure a positive customer experience.

+ Identify potential problems in advance, such as capacity constraints, logistics disruptions, or forecast gaps, and take proactive steps to prevent or minimize customer impact.

+ Support after-sale service by coordinating credits, returns, complaints, replacements, and soft collections, ensuring issues are resolved promptly and thoroughly.

+ Ensure all pricing and terms approvals are in place and that customer orders comply with agreed commercial and contractual terms.

+ Collaborate cross-functionally with planning, logistics/shipping, sales, management, and accounting/AR to resolve issues and deliver seamless service to customers.

+ Maintain a high level of accuracy and attention to detail in all data entry, documentation, and communication to avoid errors that could affect shipments or customer satisfaction.

+ Manage multiple customer accounts and open orders simultaneously, prioritizing tasks effectively and responding to customer inquiries within defined timelines (such as within one business day or less).

+ Demonstrate sound judgment in applying standard practices, and know when to seek waivers or guidance for exceptions.

+ Continuously look for opportunities to improve customer experience and service efficiency, using analytical thinking and planning awareness to support better forecasting and production loading.

Essential Skills

+ Proven customer service and client relationship management experience, with the ability to build strong, trust-based working relationships.

+ Hands-on experience with order management and order fulfillment processes, including order entry, review, and lifecycle management.

+ Practical experience with demand planning and forecast management, including tracking firm orders and forecast windows and maintaining forecast data.

+ Experience working with large enterprise systems (ERP), such as Oracle, SAP, or JDE, for order entry, forecasting, and…