Order Management Customer Support Specialist

About the role

Imagine starting your day by opening your queue and immediately tackling a mix of questions about pricing, delivery dates, product details, and order updates. You’re the go-to partner for customers, sales representatives, and field teams—keeping everyone informed and every order on track.

Before lunch, you’ve already entered and accelerated several sales orders so shipments move without delay and delivery dates are met. You sync with the Planning/Forecasting team to confirm availability and align to unique customer requirements. When an order discrepancy appears, you dive in—investigating, resolving the variance, and taking corrective action so the customer experience stays seamless.

In the afternoon, you collaborate with the Credit department to clear up invoice disputes and chargebacks. You review daily sales and backorder reports, then act on what you find—prioritizing holds, updating customers, and nudging orders forward. Throughout, you support all product brands with operational assistance and accurate product information.

To wrap the day, you build clear spreadsheets and assemble reports that go to customers and leadership. Your Excel skills—especially Pivot Tables—help you spot trends and communicate next steps. EDI order processing experience is a plus and helps you move faster. Above all, you consistently meet departmental standards for quality care and customer support.

Key responsibilities

• Respond to inquiries from customers, sales reps, and field staff covering pricing, delivery timing, order placement/changes/status, and product information.
• Research and resolve order discrepancies and implement corrective actions.
• Process sales orders quickly to facilitate shipments and meet required delivery dates.
• Partner with Planning/Forecasting to gather information that supports customer requirements.
• Assist the Credit department with disputes on invoices and chargebacks.
• Provide operational support and product information across all product brands when needed.
• Review daily sales order and backorder reports and take appropriate follow-up actions.
• Create spreadsheets and prepare reports for distribution to customers and management.
• Consistently meet departmental standards for quality customer care and support.

What you bring

• At least 2 years of experience in an office setting within a manufacturing environment.
• Strong Excel skills, including comfort with Pivot Tables; proficiency with MS Word and Outlook.
• Knowledge of EDI order processing is a plus.
• Excellent multitasking ability and problem-solving mindset.
• Clear, professional communication and exceptional attention to detail.
• Reliable, collaborative team player.