Order Management & Customer Support Specialist

Summary Assist with Customer Service operations by managing customer orders, coordinating internal activities, and ensuring timely, accurate, and professional service to customers. Key Responsibilities Process, review, and manage customer orders from receipt through delivery, ensuring accuracy in pricing, product availability, shipping requirements, and customer specifications. Monitor open orders, backorders, and delivery schedules while proactively communicating order status, lead times, delays, and shipment updates to customers. Serve as the primary point of contact for customer inquiries, resolving order-related issues, complaints, returns, and credit requests in a timely and professional manner. Manage a portfolio of strategic customer accounts. Collaborate with internal departments to coordinate product availability, production schedules, shipping activities, invoicing, and quality-related concerns to ensure seamless order fulfillment. Maintain accurate customer records and documentation within ERP and CRM systems while ensuring compliance with company policies and established procedures. Generate and analyze reports related to open orders, backlog, delivery performance, and customer service metrics to support operational decision-making. Identify opportunities to improve processes, enhance the customer experience, and support continuous improvement initiatives across Customer Service and Supply Chain. Maintain a high level of accuracy, professionalism, and responsiveness while managing multiple priorities in a fast-paced environment. Preferred Skills & Qualifications Excellent written and verbal communication skills. High attention to detail and organizational skills. Ability to prioritize multiple tasks in a fast-paced environment. Experience with ERP systems (SAP, Oracle, Microsoft Dynamics, etc.). Other duties may be assigned. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This individual must be able to: Logically look at an issue and analyze, interpret, and take relevant and accurate action toward a solution Education/Experience Certificate or Associate’s Degree (AS/AA) from a college or university; and up to 5 years' related experience and/or training; or equivalent combination of education and experience