at Wescon Controls in Wichita, Kansas, United States
Job Description
Job Description:
The Order Management Specialist serves as a key liaison between the company and its customers. This role is responsible for managing customer orders, ensuring on-time delivery, and addressing customer inquiries or concerns. Working closely with internal departments such as production, shipping, quality, and sales, the CSR plays a critical role in ensuring a positive customer experience throughout the order lifecycle.
Essential Functions of the role:
- Process customer orders via ERP system, EDI, email, or customer portals with accuracy and attention to delivery timelines.
- Monitor order status, coordinate with production and logistics teams, and proactively communicate updates or delays to customers.
- Respond to customer inquiries regarding order status, product availability, lead times, pricing, and shipment tracking.
- Assist in resolving customer issues related to shipments, product discrepancies, returns, or non-conformances.
- Serve as the first point of contact for customer complaints or concerns, and ensure resolution through coordination with appropriate departments.
- Maintain accurate customer records, order documentation, and communication logs in the CRM or ERP system.
- Collaborate with sales, planning, and shipping to prioritize urgent orders or expedite requests as needed.
- Complete customer-required documentation such as vendor questionnaires, compliance forms, and quality-related requests.
