Customer Order Management Representative - Level IV

DESCRIPTION

The Customer Order Management Representative Level IV acts as an extension of management, ensuring a seamless and proactive customer experience. This role is responsible for managing complex customer accounts, improving order-to-cash processes, and mentoring team members. The representative also supports strategic initiatives, customer visits, and training, while maintaining compliance with export and quality standards.

Key Responsibilities

• Manage assigned customer accounts throughout the full order life cycle, including setup, order entry/modification, escalations, and logistics coordination.
• Serve as the primary point of contact for customers, distribution centers, manufacturing plants, and internal departments.
• Resolve complex customer inquiries through in-depth research and cross-functional collaboration.
• Ensure compliance with export policies and prepare all required shipping documentation.
• Submit and track quality claims (Material/Process Non-Conformance) via the Quality Management System.
• Support and host customer visits at local facilities.
• Develop, prepare, and distribute both standard and customized reports for internal and external stakeholders.
• Coach and mentor team members on order management policies, systems, and best practices.
• Lead departmental initiatives aimed at enhancing customer support and operational efficiency.
• Maintain accurate records of all customer interactions and transactions in the system.

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

• Communicates Effectively - Delivers clear, audience-specific communication.
• Customer Focus - Builds strong relationships and delivers tailored solutions.
• Drives Results - Consistently meets goals, even under pressure.
• Collaborates - Works effectively across teams and departments.
• Self-Development - Pursues continuous learning and growth.
• 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 and utilizes order management systems efficiently.
• Time Management - Prioritizes tasks to meet deadlines and business objectives.
• 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 3 years of experience in customer order management, account management, or supply chain operations.
• Proven experience in handling complex customer accounts and mentoring team members.
• Strong background in customer service, logistics coordination, or export documentation is a plus.