Customer Support Order Management in Bridgewater, NJ

I. JOB SUMMARY

 This position shall be responsible for:

Performing all Customer Support tasks related to Order Entry, Order Monitoring and Order Management as outlined in the duties and responsibilities below.

II. JOB DUTIES AND RESPONSIBILITIES

Order Monitoring and Processing Responsibilities:

• Analyzes incoming orders that are held up in intermediate document (IDOC) status to identify the issues and take appropriate action to release it.  Issues can be very complex and include a combination of pricing, quantity, incorrect unit of measure, etc.
• Accurately enters manual orders.
• Manages Customer Support email Inbox to assure complete, accurate and timely response to internal and external customers.
• Works to assure that all communications received through a variety of channels are handled with the upmost professionalism and in a timely fashion.
• Monitors orders to ensure smooth transition throughout order journey from Customer Support to the Distribution Center.
• Reviews and take appropriate steps to resolve all system blocks, e.g. DEA review of orders with controlled substances, review of short-dated requests, etc.

Export and Contract Manufacturing:

• Coordinates Customer Support transactions cross functionally in the organization including but not limited to Finance, Credit & A/R, Supply Chain, and Transportation.
• Communicates any challenges to management and appropriate department for resolution.

Complaint and Inquiry Management Responsibilities:

• Receives and serves as the initial contact for customer complaints pertaining to shipments and investigates to the point of delivery. 

Customer Relations Responsibilities

• Provides service to an assigned group of wholesale and direct buy and bill accounts: assures optimum customer support to maintain and increase effective working relationships with trading partners.
• Works closely with account management teams to assure understanding of customer requirements and provide relevant updates to account management and the business.

• Works with National Account Managers to review customer performance as it relates to the Distribution Performance Agreement to ensure contract expectations are met.

• Tracks order fulfillment rates as required.

Department Procedures:

• Understands all applicable work instructions.
• Demonstrates proficiency in all aspects of Order Management and customer relationship management.
• On bi-annual basis, reviews applicable work instructions to identify opportunities for improvement.  Makes suggestions for changes to procedures to the team and the Manager.
• Completes all corporate and departmental training within assigned time frames. Demonstrates proficiency with and compliance to all corporate policies such as Human Resources, Corporate Compliance and Travel and Expense.

Performs other duties and participates in special projects as assigned.