Order Management Specialist

Essential Functions

• Process email Purchase Orders from end users through Salesforce and SAP
• Retrieve orders from partner portal and process into SAP
• Verify pricing against customer contract or approved discount matrix
• Verify availability of product
• Coordinate with Purchasing to determine lead times when supply is not available
• Exercise discretion to prioritize product allocations when supply is not available
• Provide inside sales support, including interface with Customer Master Data, Credit, Purchasing, Logistics, and Sales
• Process customer returns and credit note requests in a timely manner
• Answer customer inquiries regarding order status, product availability, pricing, lead times and tracking numbers
• Troubleshoot customer issues, responding in timely manner
• Consistently review backlog to ensure compliance with company booking policy, including requirements that impact revenue recognition
• Complete self-training modules in Workday as needed
• Log customer complaints (CCAR’s) in SAP
• Create Salesforce cases to request additional addresses or contacts be added to SAP.

Knowledge, Skills & Abilities

• High-energy individual with ability to work under pressure in a fast-paced, changing environment with a positive attitude
• Customer first mentality
• Strong time management skills to effectively prioritize daily tasks
• Demonstrated initiative to resolve complex customer issues efficiently
• Ability to work proactively and exercise judgment
• Strong attention to detail
• Strong interpersonal, communication, and customer service skills
• Ability to work with others in a professional, responsive, and courteous manner
• Ability to work productively in a cross-functional team environment
• Knowledge of Microsoft Office, ERP and CRM platforms - SAP and Salesforce system are preferred

Minimum Education and Work Experience Required

• BS/BA degree in business
• Foreign language proficiency (region-specific) is preferred and may be required depending on territory coverage
• 3+ years of experience with account management and customer service in high tech environment
• Basic accounting knowledge, understanding of international trade principles and possibilities.

Additional Job Description