Order Management Representative

Serve as the primary contact point for all external and internal customers interacting with the Parts & Supply, Order Management department in a high volume, transactional environment. This position is the first contact our customers have with the organization and thus sets the tone for the relationship going forward. This position is the customer’s primary link to all other areas of the company and is directly involved in judgment decisions affecting processing and researching customer orders.

What you will do:

• Develop and maintain positive working relationships with both internal and external customers.
• Answer queries via case management tools, e-mail, and other digital methods regarding parts orders.
• Work with other customer associates of different levels as well as other functional groups to ensure that customers' questions and concerns are answered timely and thoroughly.
• Attend customer service-related projects such as MDI (Monitoring for Daily Improvement).
• Check availability of parts or equipment, including part components
• Locate parts and process orders on behalf of external customers.
• Work cross functionally to expedite orders.
• Work with planning, operations, and the field to ensure that promise dates are met.
• Manage assigned open orders, monitor reports, and act on the information to ensure customers are kept informed of their orders.
• Collaborate with cross-functional stakeholders as necessary to meet the customers’ demands.
• Exemplify proper judgment, problem solving, and decision making with a friendly and professional attitude, while always keeping the best interest of the customer and the organization in mind.
• Assist in and support the development of process improvements and continuous learning.
• Other duties as assigned by order management team leader.

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What you will bring:

• Associate's or bachelor's degree with 1+ years of experience in a customer service role desired. In lieu of a degree, 5+ years of experience in a related customer service role may be considered.
• Industry knowledge highly preferred.
• Demonstrated ability to work effectively in a team environment as well as independently.
• Must be able to perform and/or understand basic data analysis as it pertains to customer service and order management.
• Proficiency with MS Office Suite (Excel, Word, PowerPoint, Access, Outlook) required.
• Must have a positive attitude and be energetic and customer centric with a focus on building relationships with customers, teammates, and other functional teams.
• Ability to prioritize work based on customer need and multi-task in a high volume, transactional environment required.
• Must maintain professionalism at all times with customers, coworkers and other functional teams

Annual Base Salary Range or Hourly Base Pay Range:

$31,600.00 - $64,700.00

Compensation Type:

Exception Hourly

Incentive Eligible:

No

Sales Commission Eligible:

No

Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary by site as well as Collective Bargaining Agreements and local/state regulations

Safety Sensitive Role:

No

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.