We are seeking a detail-oriented and service-driven Specialist to serve as a primary liaison between our clients and sales organization. This role is responsible for delivering an exceptional experience through timely communication, accurate order management, proactive follow-up, and effective first contact resolution (FCR).
Because this role supports business partners throughout the United States, strong written and verbal English communication skills are essential. The ideal candidate can communicate professionally, confidently, and effectively across phone, email and chat interactions.
Include the following.
1. Process sales orders, revisions, cancellations, and related transactions accurately and efficiently.
2. Fluid use of ERP systems to manage order lifecycles, maintain account records, research transactions, document activities, and support cross-functional coordination throughout the fulfillment process.
3. Consistently meet or exceed established Balanced Scorecard and KPI performance metrics, including service levels, order accuracy, responsiveness, productivity, and quality standards.
4. Respond to inquiries regarding product availability, pricing, order status, lead times, shipment tracking, claims, and service requests.
5. Proactively communicate order updates, delays, inventory constraints, and shipping information in a clear and proactive manner.
6. Partners with Sales, Supply Chain, Logistics, Warehouse Operations, Accounts Receivable and Marketing to resolve order and service-related matters.
7. Maintain accurate account records, order documentation, and communication history within company systems.
8. Support continuous improvement initiatives by recommending enhancements to workflows, procedures, and overall efficiency.
9. Contribute to departmental goals related to order accuracy, response times, satisfaction metrics, and productivity.
10. Participate in team meetings, training activities, and special projects as assigned.
