Job Details
Summary
The Order Management Specialist is a critical member of the transactional operations and customer support team. This role is primarily responsible for interfacing with FusionPKG customers for all communication related to customer purchase orders. Responsibilities include order communication, order entry and processing, order tracking, shipping selection management, and open order reporting. The Order Management Specialist works alongside the FusionPKG sales executive (sales), account manager (customer service), and operations coordinator (logistics) to ensure the customer receives a flawless purchase and fulfillment experience. This role works directly in the accounting (SAGE) and order management (Salesforce.com) systems for much of their workload. The Order Management Specialist must exhibit strong and organized communication skills, possess an intrinsic sense of urgency, work well independently, and maintain a high stress tolerance.
Duties and Responsibilities
Customer Management:
- Receive and initiate order-related calls and email communication with customers.
- Assist with inquiries or direct calls to satisfy customer inquiries and requests.
- Address customers proactively helpfully and respectfully, providing clarity of message and appropriate next steps and actions.
- Communicate daily with the FusionPKG China Operations team to confirm order-ready dates and pricing, solve scheduling and planning conflicts, and confirm shipping details.
- Enter, update, and track orders and order-related activities through appropriate customer portals and order management systems.
Order Entry and Order Management:
- Create sales orders and purchase orders in the accounting system (SAGE), verify data accuracy, manage order approvals, and submit orders to appropriate operations teams (China, US, Mexico)
- Communicate with China operations and team daily to meet the goal of 48-hour confirmation of pricing, order details, and expected order ready date.
- Communicate order-ready dates with customers and ensure customers are satisfied with order production plans and schedules.
- Split and rearrange orders as necessary to meet customer needs and requests.
- Update purchase orders to match final quantities and shipping requirements.
Shipping & Logistics:
- Communicate shipping options and rates with customers to facilitate shipping mode and carrier decisions.
- Track the shipping of customer orders and provide updates to customers.
- Ensure customers receive shipments on time and that any changes are communicated with the customer or account management team as appropriate.
- Update shipping information in the accounting system and work with the logistics team to ensure clearance documents are prepared and provided on time.
Expectations for Success - Bachelor's Degree in business, procurement, supply chain, or related fields from an accredited college or university
- Experience in business-to-business customer account support and order management of consumer products is highly preferred
- Experience in beauty, skincare, or cosmetic industries is encouraged.
Work Environment and Physical DemandsThe work environment and physical demands are representative of those employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate in an office setting.
The employee is frequently required to be in a stationary position regularly use the computer keyboard and mouse and will view the computer monitor frequently. The employee is occasionally required to stand, walk, and reach with hands. The employee is occasionally required to climb, balance, stoop, kneel, or crouch.The employee may occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals to perform essential job functions.