Order Management Coordinator- Promotional Products

Responsible for managing and overseeing the order cycle for inbound sales orders, ensuring accuracy and timely processing of orders. Communicate effectively with customers and internal departments to address inventory issues, order changes and specials requests, working collaboratively towards resolution. Support sales initiatives and cross-functional tasks as needed, consistently delivering the highest standard of customer service.

Responsibilities

• Receive and respond to inquiries from customers, sales groups and/or internal operational groups with professionalism ensuring prompt and efficient resolution of requests. Assist customers with product imprinting information, pricing quotes, rush requests, new account process and special promotions.
• Process orders received via email and/or customer portal ensuring the artwork creation process is completed, pricing has been audited, and special instructions have been added prior to releasing orders.
• Identify and resolve issues throughout the order process, including but not limited to shipping delays, product shortages, pricing discrepancies and artwork corrections. Act as the main liaison between customers and internal partners, driving issues to full resolution. Communicate proactively and collaborate to prevent potential roadblocks in the process.
• Develop and maintain current process documentation detailing customer-specific exceptions and other relevant information required to accurately perform job tasks, in alignment with department SOP guidelines.
• Establish and maintain effective working relationships and communication within the department and across the Pilot organization, while maintaining professional competence, knowledge, and skills necessary to successfully fulfill all assigned responsibilities.
• Process new account applications ensuring all proper documentation is received prior to account approvals. Support account master maintenance for active accounts related to payment terms, addresses and invoicing instructions. Utilize customer web portals as needed to confirm purchase orders, shipment details, and invoicing information.
• Process all post-shipment requests promptly, including researching and processing returns, credit adjustments and bill-only transactions.
• Maintain awareness of customer specific requirements for shipments to proactively avoid any potential roadblocks and meet OTD for the customer.
• Cross train and provide backup for other team members to cover during vacations or time off.

Qualifications

Associate degree plus up to four years related experience in a consumer-packaged goods environment. Order management experience with ERP systems highly preferred.

Ability to communicate clearly, confidently, and effectively across all levels of the organization. Demonstrates strong organizational skills with the ability to multi-task, prioritize and manage time effectively. Completes tasks with a sense of urgency while maintaining composure in stressful situations. Must have a command of the English language. Possesses strong analytical and problem-solving skills. Solid computer skills, including MS Office Suite and Adobe. Ability to work in a collaborative environment.