Order Resolution Representative

Description

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.

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

Requirements

• Communication: Excellent verbal and written communication skills with the ability to interact effectively across teams and with customers.
• Technical Proficiency: Strong knowledge of Microsoft Office Suite, email platforms, and other PC applications; ability to learn and adapt to new systems quickly.
• Maintain professionalism and composure in a fast-paced environment while managing complex situations.
• Experience: 6 months to 1 year of related experience and/or training, or an equivalent combination of education and experience.
• Education: Minimum high school diploma or equivalent (GED) required; college coursework or degree preferred.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance