Customer Support & Communication:
- Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
- Manage a high volume of Supply Chain and internal stakeholder communications
- Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
- Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.
Order Management & Processing:
- Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
- Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
- Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
- Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
- Provide technical support for part search and pricing inquiries.
- Returns, Credits & Issue Resolution:
- Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
- Work with internal stakeholders to minimize and resolve customer deductions without resolution.
Systems, Documentation & Reporting:
- Maintain accurate records of all internal and external interactions in SAP.
- Ensure consistent adherence to department policies, procedures, and documentation standards.
- Maintain oversight of order related data accuracy to support reporting and operational visibility.
Process Improvement & Collaboration:
- Propose and support new processes that drive continuous improvement and reduce inefficiencies.
- Identify and communicate areas for process improvement to management.
- Support order management team goals and initiatives to strengthen a proactive customer support model.
- Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
- Contribute to the development of a centralized customer service HUB for order tracking and management.
Additional Responsibilities:
- Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
- Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.