CUSTOMER ORDER MANAGEMENT REPRESENTATIVE - LEVEL III

DESCRIPTION

The Customer Order Management Representative Level III plays a critical role in managing the end-to-end customer order life cycle. Working under minimal supervision, this role uses analytical and collaborative skills to align supply and demand, enhance customer satisfaction, and reduce the order-to-cash cycle. The position supports global customers and internal teams, ensuring timely and accurate order fulfillment while complying with export and quality standards.

Key Responsibilities

• Manage assigned customer accounts throughout the entire order life cycle—from setup to delivery and post-sales support.

• Act as the primary point of contact for customers, distribution centers, and manufacturing plants.

• Process and modify customer orders, ensuring accuracy and timely fulfillment.

• Resolve complex customer inquiries through research and cross-functional collaboration.

• Ensure compliance with export regulations and prepare necessary shipping documentation.

• Submit and track quality claims (e.g., Material or Process Non-Conformance) via the Quality Management System.

• Support customer visits and audits at local facilities.

• Prepare and distribute internal and customer-facing reports.

• Maintain accurate records of all interactions and transactions in the system.

• Serve as a Quality Management Systems Champion or Subject Matter Expert.

• Contribute to departmental goals and continuous improvement initiatives.

RESPONSIBILITIES

Qualifications

• Degree in a related field preferred.

• This position may require licensing for compliance with export controls or sanctions regulations.

Core Competencies

• Communicates Effectively – Adapts communication style to various audiences.

• Customer Focus – Builds strong relationships and delivers tailored solutions.

• Drives Results – Achieves goals consistently, even under pressure.

• Collaborates – Works well across teams to meet shared objectives.

• Self-Development – Seeks growth opportunities through formal and informal learning.

• Values Differences – Embraces diverse perspectives and cultures.

Functional Competencies

• Customer Support – Understands the full order life cycle and its impact on customer satisfaction.

• Order Processing – Manages order entry, modifications, and exception handling.

• Order Life Cycle Systems Knowledge – Navigates order management systems efficiently.

• Project and Time Management – Prioritizes tasks to meet deadlines and business goals.

• Attention to Detail – Ensures accuracy in data entry and documentation.

• Computer Literacy – Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ERP/CRM systems.

QUALIFICATIONS

Experience

• Minimum 2 years of experience in customer order management, account management, or supply chain operations.

• Experience working in a global or shift-based environment is preferred.

• Strong background in customer service, logistics coordination, or export documentation is a plus.