Order Management Representative

About the Role:

The Order Management Representative plays a critical role in ensuring the seamless processing and fulfillment of customer orders. This position is responsible for managing the entire order lifecycle, from receipt and verification to coordination with production and logistics teams, ensuring timely and accurate delivery. The role requires close collaboration with internal departments and external customers to resolve any order discrepancies or issues, maintaining high levels of customer satisfaction. The representative will also monitor order status, update records, and provide regular reports to management to support operational efficiency. Ultimately, this role contributes directly to the company’s ability to meet customer demands and uphold its reputation for reliability and quality service.

Minimum Qualifications:

• Proven experience in order management, customer service, or a related administrative role within a manufacturing or supply chain environment.


• Proficiency with order management systems and Microsoft Office Suite, particularly Excel.


• Strong attention to detail and organizational skills to manage multiple orders simultaneously.


• Excellent communication skills, both written and verbal, to interact effectively with customers and internal teams.

Preferred Qualifications:

• Experience with ERP systems such as SAP, Oracle, or similar platforms.


• Knowledge of manufacturing processes and supply chain logistics.


• Ability to analyze data and generate actionable insights to improve order fulfillment.


• Familiarity with quality control standards and compliance requirements in manufacturing.


• Additional language skills to support diverse customer bases.

Responsibilities:

• Receive and accurately enter customer orders into the order management system, ensuring all details are complete and correct.


• Coordinate with production, inventory, and logistics teams to confirm order availability and delivery schedules.


• Communicate proactively with customers regarding order status, potential delays, or changes to ensure transparency and satisfaction.


• Resolve order discrepancies, such as pricing issues, product availability, or shipment errors, by liaising with relevant departments.


• Work closely with the shipping and receiving departments to ensure product and orders are in order.


• Prepare and update shipping and freight logs for large accounts to be used by sales personnel for evaluating freight expenses if applicable. 


• Ensure all components of brick and mortar and e-commerce purchase orders are processed within service level commitments and required information 9such as tracking) is loaded to remain in compliance.  


• Research customer claims and short payments assigned by the AR dept. Contact freight lines to request proof f deliveries for shipments. Work with the inventory department to research inventory shortages. Research vendor non-compliance charges within th customers routing guide to avoid potential or future chargebacks.  Update status for all claims in Intelex. 


• Maintain detailed records of orders, customer interactions, and follow-up actions to support audit and reporting requirements.


• Generate and analyze order reports to identify trends, bottlenecks, and opportunities for process improvement.


• Support continuous improvement initiatives by providing feedback on order management processes and customer needs.


• Other duties as assigned based on business needs.

Skills:

The required skills enable the Order Management Representative to efficiently process and track orders, ensuring accuracy and timeliness in daily operations. Strong communication skills are essential for liaising with customers and internal teams to resolve issues and provide updates. Proficiency in order management and ERP systems allows the representative to navigate complex data and maintain accurate records. Analytical skills support the identification of trends and bottlenecks, facilitating continuous process improvements. Preferred skills, such as knowledge of manufacturing processes and additional languages, enhance the representative’s ability to support a diverse customer base and contribute to operational excellence.

In-Person | Full Time Role: Monday-Friday