Order Resolution Representative

Job Overview

Responsible for resolving order discrepancies (pricing, part numbers, units of measure, shipping details) for both manual and EDI orders. Handles customer inquiries, monitors workflow queues, escalates issues when necessary, and collaborates with team members to balance workloads. Provides backup support for phone, web chat, and email communications.

A Day In The Life

• Maintain professionalism and composure in a fast-paced environment while managing complex situations.
• Monitor and manage workflow queues for manual orders, EDI transactions, and customer inquiries.
• Review and resolve EDI error logs, addressing both immediate issues and root causes.
• Respond to general product and pricing inquiries from customers and the sales team.
• Coordinate resolution of customer complaints, returns, and order discrepancies.
• Interpret and communicate ERP system data effectively to internal and external customers.
• Utilize and interpret information from the customer portal to support inquiries.
• Collaborate with Marketing, Quality, and Manufacturing teams to resolve customer issues.
• Communicate special order requirements, including shipping instructions and urgent delivery needs.
• Prepare and deliver special reports for customers as requested.
• Provide overflow support for calls, web chat, and email to maintain service levels.
• Participate in ongoing product training to enhance customer support capabilities.
• Support team efforts to achieve departmental goals and maintain balanced workflow.

What will help you thrive in this role?