POSITION SUMMARY
The Order Management Specialist will be responsible for monitoring and managing all relevant areas and activities needed to meet the established terms of purchase requirements for customers. This role will coordinate with the supervisor to ensure efficient process of orders and material releases. The position will initiate, and handle correspondence related to specific customer needs to ensure customer satisfaction. This position will also initiate direct customer contact and respond to requests for sales support, reporting needs, order status, product availability and status.
CORE FUNCTIONS
- Build and maintain strong, long-lasting relationships with assigned customers, understanding their business needs and objectives.
- Serve as the primary point of contact for customer inquiries, concerns, and requests, providing timely and effective solutions, including tax deferred profiles, claims, rebates, and warranty support, as applicable.
- Manage open orders through the fulfillment process including releasing orders, delivery issues, and payment disputes.
- Maintain customer resources and requirements including portal management (pricing, part numbers, planograms), service levels, scorecards, and quality audits as applicable.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to support customer needs and drive business success. Proactively escalate and communicate critical issues.
- Collect and analyze data concerning customer behavior to understand the changing needs; recommend and make changes as needed.
- Track and analyze key account metrics to identify opportunities for optimization.
- Utilize demand forecasting techniques to anticipate client needs and ensure adequate inventory levels to meet demand.
- Identify opportunities for upselling and cross-selling additional products/services to existing customers, maximizing account profitability.
- Recommend and implement plans for efficiency and cost savings/revenue opportunities.
QUALIFICATIONS & REQUIREMENTS
Education and Experience
- High School Diploma or GED required.
- 2+ years of experience in customer service and/or account management is required.
- Bilingual English Spanish (Required)
Required Licenses
Skills, Abilities, and Knowledge
- Skilled in Microsoft Office products, including Excel, Word, Power-Point, Outlook. Knowledge of Database software; Internet software; CRM Tool, Kustomer, Five9, SharePoint, and others.
- Ability to effectively use Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one- and group situations to customers, sales, and other areas of the business.
- Knowledge of Microsoft Office products, Customer Portals.
- Advanced knowledge of contractual agreements preferred.
Travel
- Travel is not required. This is an onsite role.
COMPETENCIES
- – Identifies and resolves problems in a timely manner; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
- – Responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
- – Listens and gets clarification; responds well to questions; participates in meetings.
- – Follows policies and procedures; completes tasks correctly and on time; supports organization’s goals and values; supports affirmative actions and respects diversity.
- – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
- – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- – Be able to take a problem or task and break it down into smaller elements to solve the problem or complete the task.
SUPERVISOR RESPONSIBILITIES
- Individual Contributor: working team member with no oversight of others and no management responsibilities.
PHYSICAL REQUIREMENTS
- This position is subject to sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.
Physical Activities
- This position is subject to the following physical activities: kneeling, reaching, standing, walking, feeling, talking, hearing, and the use of hands, wrists, or fingers in repetitive motions.
Visual Acuity
- The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
Working Conditions
- This position operates in a professional office environment. This role routinely uses standard office equipment.
RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.
