Job Description

This position’s key initiative is to provide order processing expertise across the supply chain by managing open issues in Zones’ case management systems (AX/CRM). 

• In addition, the Order Management Specialist I will providing day to day order management updates by clearly articulating, documenting and resolving any issues until order has been fulfilled.

Position Summary

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Job responsibilities

• Provide day to day case resolution for assigned sales divisions which originated from sales, purchasing, warehouses and vendors in regards to order changes and order status that prevent customers from receiving orders on time
• Work with inventory suppliers and warehouses to ensure timely shipment of inventory
• Troubleshoot order issues, and assist to identify and correct the root causes
•  Settle post sales order issues (duplicate shipments, billing errors, lost/missing shipments, etc.)
• Support Order Management Specialist II by identifying process improvement opportunities and working with internal and external stakeholders to implement improvements
•  Provide valuable feedback regarding incoming requests for training opportunities and optimization of working relationship
•  Alert Order Management Specialist II to changes or deficiencies in vendor process, communication, and overall relationship

List critical processes this individual will undertake to achieve targeted results.

• Perform order fulfillment processes throughout organization
•  Monitor and support exception processing - from order input through client satisfaction
• Provide input and examples to be shared with assigned division in monthly review
• Support special projects as requested

 List key metrics that will measure and define success for this role.

• Quality responses and information provided in “customer facing” terms
• Continually update changes in processes or procedures
•  Escalated case management – first touch noted within one hour
•  Identify root cause of individual Order Status cases and provide detailed communication based on case management policy
•  Process all cases within assigned division within SLA 85%

  Required Skillset:

• Ability to learn, perform and optimize complex interrelated processes.
• Proven capacity to decipher problems and propose solution.
• BA or BS degree required or equivalent experience
• Willing to take the initiative to seek out solutions
• Intermediate knowledge of MS Word and Excel required; knowledge of Access is a plus
•  Must work with a sense of urgency and excel in a dynamic, fast-paced business environment
• Ability to manage tasks with minimal supervision in a changing work environment
• Working knowledge of purchasing, inventory management, or order fulfillment
• Attention to detail
•  Demonstrated time management and prioritization skills

Excellent verbal, presentation and written communication skills with all levels of stakeholders. 

Additional Requirements:

• Experience in handling a high volume of inbound inquires
• Excellent customer focus
• “The Buck Stops Here” attitude
• Ability to work extra hours during end of month or end of quarter if necessary

Required Skills