Customer Order Management Representative - Level II - OFFC

Responsible for managing the complete customer order lifecycle for assigned accounts, ensuring orders are processed accurately and delivered on time. Acts as the primary point of contact for customers, distribution centers, manufacturing plants, and cross-functional teams, providing proactive communication, issue resolution, and exceptional customer support. Supports continuous improvement initiatives while ensuring compliance with company policies, export regulations, and quality standards.

Key Responsibilities

• Manage assigned customer accounts throughout the entire order lifecycle, including customer setup, order entry, modifications, order tracking, escalations, and logistics coordination as required.
• Serve as the primary point of contact for customers, parts distribution centers, manufacturing facilities, and internal stakeholders to ensure timely and accurate order fulfillment.
• Monitor customer orders and proactively communicate updates, delays, and resolutions to ensure a positive customer experience.
• Investigate and resolve complex customer inquiries by leveraging knowledge of business processes, systems, and operational practices.
• Escalate critical issues to appropriate support teams while maintaining thorough documentation and communication throughout the resolution process.
• Maintain accurate records of customer interactions, transactions, and order-related activities within designated systems and databases.
• Ensure compliance with export control policies, shipping regulations, and documentation requirements.
• Coordinate with manufacturing, supply chain, logistics, quality, and aftermarket teams to resolve product quality concerns and process non-conformance issues.
• Submit and track Material Non-Conformance (MNC) and Process Non-Conformance (PNC) claims through the Quality Management System.
• Prepare, analyze, and distribute standard and customized customer and internal reports.
• Support customer visits and meetings at local facilities when required.
• Monitor key performance metrics and contribute to departmental goals focused on customer satisfaction, operational excellence, and process efficiency.
• Participate in and lead continuous improvement projects to enhance customer order management processes and service delivery.
• Provide support during rotational night shifts and ensure seamless customer service coverage.

• Strong customer service and account management skills.
• Advanced proficiency in Microsoft Excel.
• Working knowledge of SQL and Power BI.
• Strong analytical and problem-solving capabilities.
• Effective verbal and written communication skills.
• Ability to collaborate with cross-functional and global teams.
• Excellent organizational and time-management skills.
• Strong attention to detail and accuracy.
• Knowledge of Quality Management Systems (QMS).
• Understanding of export compliance and shipping documentation requirements.
• Ability to manage multiple priorities in a fast-paced environment.
• Continuous improvement mindset with a focus on operational excellence.

• Customer Focus
• Collaboration and Teamwork
• Effective Communication
• Results Orientation
• Self-Development and Learning Agility
• Cultural Awareness and Valuing Differences
• Accountability and Ownership
• Continuous Improvement

• Customer Support Management
• Customer Account Management
• Order Lifecycle Management
• Order Processing and Fulfillment
• Order Management Systems Knowledge
• Supply Chain and Logistics Coordination
• Reporting and Data Analysis
• Quality Management Processes
• Export Compliance and Documentation

• Experience in Customer Order Management, Customer Service, Account Management, Supply Chain, Logistics, or a related field.
• Intermediate-level knowledge gained through professional experience, training, or on-the-job learning.
• Experience working with ERP systems, order management tools, and customer service platforms preferred.
• Experience using advanced Excel, SQL, and Power BI for reporting and analysis preferred.

• Ability to work in a rotational night shift schedule (5:00 PM to 7:00 AM).
• Ability to work effectively in a global and cross-functional environment.
• Strong commitment to delivering an exceptional customer experience while meeting business objectives.

• High School Diploma, Secondary Education Certificate, or equivalent experience required.
• Bachelor's degree, diploma, or equivalent college education preferred.