Order Management-Customer Care

Job Description

The Customer Support & Order Management Specialist is a critical member of the operations and customer experience team, responsible for ensuring a seamless end-to-end process from customer inquiry to product delivery. This role combines front-line customer service with back-office order management. You will serve as the primary point of contact for customers, while also collaborating with supply chain, logistics, operations, and sales to guarantee accurate order entry, tracking, and fulfillment. Successful candidates will demonstrate strong communication skills, attention to detail, the ability to manage multiple priorities under pressure, and a proactive approach to resolving issues for both residential and business-to-business customers.

A Successful Candidate Must Be Able To

• Act as the first point of contact for customer concerns, inquiries, and support requests via phone, email, and occasional in-person communication.
• Provide clear, professional, and timely updates to customers about order and shipping status.
• Proactively address customer concerns with empathy and provide appropriate next steps and solutions.
• Collaborate with internal departments to resolve issues and escalate to specialized teams when needed.
• Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
• Stay informed on company products and services to effectively respond to inquiries.
• Participate in ongoing training to enhance product knowledge and service skills.
• Enter, update, and track sales and purchase orders in ERP and customer portals.
• Verify data accuracy, manage approvals, and confirm order-ready dates within 48 hours of submission.
• Communicate daily with supply chain and operations teams to address scheduling conflicts, confirm order production plans, and update shipping details.
• Track order fulfillment, ensure timely delivery, and notify customers of any changes.
• Split, rearrange, or update purchase orders to align with customer requirements.
• Coordinate with logistics to ensure shipping documents and clearance paperwork are prepared on time.
• Gather and report customer feedback to support process improvements.
• Identify opportunities to enhance efficiency, communication, and customer experience across the order lifecycle.
• Support initiatives for improving order accuracy, on-time delivery, and customer satisfaction metrics.
  
  

Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field; OR 3–5 years of equivalent experience in customer service and order management.
• 2 years recent customer service experience, with demonstrated ability to manage multiple customer accounts.
• Strong communication skills (written, verbal, and digital).
• Excellent organizational and time management skills, with ability to prioritize in a fast-paced environment.
• Proficiency with ERP systems, CRM tools, and standard business software applications.
• Strong attention to detail, problem-solving skills, and critical thinking ability.
• Dependable, with a commitment to consistent 40-hour work weeks.
  
  

Physical Requirements

• This position may require the ability to perform tasks that involve sitting, standing, walking, lifting, computer work and other physical activities. Candidates should be able to meet these physical demands with or without reasonable accommodations.
  
  

EG4 Electronics Perks

• Medical.
• Dental.
• Vision.
• Supplemental life.
• PTO.
• Company-branded merchandise.
• Community events.
• Company-funded continued education opportunities.
• Discounts and perks through locally owned businesses.
  
  

EEO Statement

• EG4 Electronics is an equal opportunity employer and administers all personnel practices without regard to race, color, religious creed, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.