Customer Order Management Representative - Level I

DESCRIPTION

As the first point of contact for low to moderately complex export customers, this role is responsible for managing order entry, modifications, and general inquiries to ensure timely and accurate order processing. The position also involves coordination with logistics partners and internal teams to support export dispatch planning and inventory liquidation.

Key Responsibilities

• Customer Order Management
• Handle a high volume of routine customer communications (via phone/email) for order entry and FAQs.
• Process customer orders in the order management system accurately and within deadlines.
• Publish order acknowledgements, shipment notifications, tracking details, and invoices.
• Export Dispatch Planning
• Plan and coordinate export dispatches, including container planning and daily tracker updates.
• Monitor and liquidate export inventory on a daily basis.
• Logistics Coordination
• Coordinate with transporters and freight forwarders to ensure timely shipment execution.
• Compile and distribute export and shipping documentation.
• Customer Support & Issue Resolution
• Provide first-call resolution for customer inquiries and escalate complex issues appropriately.
• Maintain accurate records of all interactions and prepare standard internal/customer reports.
• Process Improvement
• Support team initiatives to enhance proactive customer support.
• Identify and communicate areas for process improvement to the supervisor.

• Education : High school diploma or equivalent. Additional certifications in logistics, supply chain, or customer service are a plus.
• Licensing : May require compliance with export control or sanctions regulations.

• Customer Focus : Builds strong relationships and delivers customer-centric solutions.
• Communication : Effectively conveys information tailored to different audiences.
• Results-Driven : Achieves goals consistently, even under pressure.
• Self-Development : Actively seeks growth opportunities through formal and informal channels.
• Order Life Cycle Knowledge : Understands the end-to-end order process and its impact on customer satisfaction.
• System Proficiency : Demonstrates ability to navigate order processing systems for accurate and timely execution.
• Values Differences : Appreciates diverse perspectives and cultural backgrounds.

• Experience : Entry-level; minimal or no prior work experience required.
• Technical Skills :
• Familiarity with order management systems and export documentation processes.
• Basic knowledge of logistics and international shipping practices.
• Dispatch planning and co-ordination for Export.
• Order management for Export Customers in L2D
• Co-ordination with transporters/ freight forwarders for shipment
• Release container plans and tracker daily
• Monitor and liquidate export inventory daily