Customer Order Management Representative - Level III

DESCRIPTION

The Customer Order Management Representative Level III plays a critical role in managing the end-to-end customer order life cycle. Working under minimal supervision, this role uses analytical and collaborative skills to align supply and demand, enhance customer satisfaction, and reduce the order-to-cash cycle. The position supports global customers and internal teams, ensuring timely and accurate order fulfillment while complying with export and quality standards.

Key Responsibilities

• Manage assigned customer accounts throughout the entire order life cycle—from setup to delivery and post-sales support.
• Act as the primary point of contact for customers, distribution centers, and manufacturing plants.
• Process and modify customer orders, ensuring accuracy and timely fulfillment.
• Resolve complex customer inquiries through research and cross-functional collaboration.
• Ensure compliance with export regulations and prepare necessary shipping documentation.
• Submit and track quality claims (e.g., Material or Process Non-Conformance) via the Quality Management System.
• Support customer visits and audits at local facilities.
• Prepare and distribute internal and customer-facing reports.
• Maintain accurate records of all interactions and transactions in the system.
• Serve as a Quality Management Systems Champion or Subject Matter Expert.
• Contribute to departmental goals and continuous improvement initiatives.

• Degree in a related field preferred.
• This position may require licensing for compliance with export controls or sanctions regulations.

• Communicates Effectively - Adapts communication style to various audiences.
• Customer Focus - Builds strong relationships and delivers tailored solutions.
• Drives Results - Achieves goals consistently, even under pressure.
• Collaborates - Works well across teams to meet shared objectives.
• Self-Development - Seeks growth opportunities through formal and informal learning.
• Values Differences - Embraces diverse perspectives and cultures.

• Customer Support - Understands the full order life cycle and its impact on customer satisfaction.
• Order Processing - Manages order entry, modifications, and exception handling.
• Order Life Cycle Systems Knowledge - Navigates order management systems efficiently.
• Project and Time Management - Prioritizes tasks to meet deadlines and business goals.
• Attention to Detail - Ensures accuracy in data entry and documentation.
• Computer Literacy - Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ERP/CRM systems.

• Minimum 2 years of experience in customer order management, account management, or supply chain operations.
• Experience working in a global or shift-based environment is preferred.
• Strong background in customer service, logistics coordination, or export documentation is a plus.