About this role
Customer Service/Order Management Specialist
Manage queues and cases (customer orders and inquiries) from Salesforce.com. Answer customer inquiries completely and accurately. Accurately enter orders manually into SAP. Ensures that electronic orders flow into the system as intended. Resolve order conflicts (pricing, terms, products) and monitor orders through shipment. Ensure order fulfillment (stock availability, order status, document requests, etc.). Correct EDI or electronic order errors to root cause. Handle specialized customers and tasks with specific instructions and requirements. Handle simple claims like undershipping, overshipping, customer errors that require straightforward credit/debit or return. Handle more complex claims like annual returns and freight claims. Work collaboratively with Spanish stakeholders and customers. Understand and effectively recommend products and solutions to customers. Offer alternative products or solutions to meet customers’ needs. If something is stocked out, offer comparable spec to meet customers’ requirements. Uses catalogs and software programs to provide recommendations and solutions to unique customer inquiries. Perform SAP transactions to log, check order status, quote price and availability and provide product information to customer. Coordinate with various departments such as pricing, supply chain, master data, etc as needed to completely answer customer inquiries. Function as universal back-up specifically for specialized accounts/tasks.