Customer Order Management Representative

Job Description:

• Communication.
• Supply Chain Experience.
• Excel familiarity.
• Act as the single-point-of-contact for assigned customer accounts; managing the entire order life cycle to ensure orders are processed on time.

• Act as the single-point-of-contact to client’s 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 client’s 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 polices 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.