Order Management Associate / Analyst

Job Description

• Manage queues and cases (customer orders and inquiries) from Salesforce.com
• Answer customer inquiries completely and accurately
• Accurately enter orders manually into SAP
• Ensures that electronic orders flow into the system as intended
• Resolve order conflicts (pricing, terms, products) and monitor orders through shipment
• Ensure order fulfillment (stock availability, order status, document requests, etc.)
• Correct EDI or electronic order errors to root-cause
• Handle specialized customers and tasks with specific instructions and requirements
• Handle simple claims like undervershipping, overshipping, customer errors that require straightforward credit/debit or return
• Handle more complex claims like annual returns and freight claims
• Answer inbound calls for routine inquiries
• Make outbound calls for routine inquiries, verification, clarification, etc...