Receives and processes orders for materials and customer products. Utilizes order tracking and CRM systems to process orders, delivery dates, inventory status, maintain customer information and other data related to each transaction.
Confirms orders, updates shipping status, and notifies customers of any backorder or delivery delays. Researches and resolves order errors and updates the system with a focus on customer satisfaction.
Responsibilities :
- Reviews customer purchase orders to assess requirements.
- Process and maintain customer purchase orders (e.g., order entry, etc.) inputting in SRP (ERP), cross referencing from Salesforce.com (CRM).
- Interacts with the different positions in the warehouse as well as with other functions such as Sales and Quality to ensure that orders are resolved in an acceptable time frame.
- Prioritizes orders with issues based on required ship date and performs analysis on whether orders can proceed without additional input.
- Performs research in SAP and SFDC to potentially resolve order issues.
- Reviews and actions open orders that are pending resolution.
- For all critical orders, ensures timeliness of shipment through internal coordination and liaison with other functional stakeholders.
- Resolve customer claims with functional departments (Accounting, Quality Assurance, etc.), Credit & Rebill, RMA process, determine root cause, recommend and implement corrective actions.
- Build and maintain relationships with customers to ensure highest level of customer support.
Education and Training Required to Perform the Job :
- Background in order entry / order management using an ERP and CRM systems w / emphasis on SAP and SFDC
- Customer Service background
- Excellent interpersonal skills with all levels and departments.
- Strong critical thinking skills with a solutions-oriented approach to problem solving.
- Intermediate to advanced experience with Microsoft Office.
- Excellent time management and organizational acumen.
- Business professional email etiquette.
- Implement procedures to improve quality and efficiency.
- Flexibility / Adaptability (Open to new ideas, flexible enough to work through challenging issues)
- Time management (Must be productive and able to meet deadlines)
- Decision Making / Common sense.
- Able to think outside the box.
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