Order Fulfillment Specialist

Description

• Document all customer interactions, issue resolutions, and order status updates in CRM systems to ensure Customer Service has access to current, accurate information
• Recommend process improvements based on recurring issues, customer feedback, or operational inefficiencies
• Coordinate with transportation providers to resolve delivery issues, correct shipping errors, or investigate carrier problems
• Identify and resolve critical production and order flow interruptions or discrepancies that impact customer commitments
• Conduct regular audits of transaction details to ensure all order processing maintains required accuracy, quality standards, and customer service levels
• Develop and maintain complete, accurate reporting for various stakeholders in the business (Customer Service, Sales, Plant Management, Operations Leadership)
• Monitor contracts or agreements for expiration or renewal; generate reports on order status and execution for stakeholders across the business
• Serve as the single point of contact at the plant for Alside Customer Service and Sales inquiries regarding order status, expedites, and remakes
• Drive down production backlogs and improve order fulfillment rates by coordinating with production scheduling, plant management, and shipping teams
• Anticipate fulfillment issues and partner with local plant management to mitigate customer impact
• Maintain real-time accuracy of order status, production changes, and shipping updates in plant order tracking and management systems
• Assist with the implementation of process changes, system updates, or workflow improvements to advance lead time and fill rate metrics
• Proactively communicate fulfillment issues, production delays, or constraints to Customer Service before they escalate to customers or sales representatives
• Ensure Customer Service and Sales teams have reliable, up-to-date information to eliminate "let me check with the plant" delays
• Maintain constant, professional communication between Customer Service, manufacturing, shipping, and sales teams
• Update CRM and order management systems with current information on order flow, remakes, expedites, and fulfillment issues
• Respond promptly to internal and external customer requests for order information, delivery updates, and issue resolution
• Collaborate with technical teams to resolve system issues or implement updates to order tracking tools
• Expedite orders as needed to meet customer delivery requirements; track expedited orders through completion
• Provide guidance, training, and coaching to local production expediters or shipping coordinators (where applicable)

Requirements

• Proven track record of managing customer expectations and resolving complex fulfillment issues
• Technical Proficiency: Experience with Order Management Software, CRM platforms (e.g., Salesforce), and Microsoft Office Suite (Excel, Outlook, Word)
• Flexibility & Adaptability: High level of flexibility to react immediately to inventory constraints, production issues, or urgent customer requests
• 2-4 years of experience in order fulfillment, production coordination, customer service, or plant manufacturing environment
• Customer Service Orientation: Ability to communicate professionally with internal and external customers, manage difficult conversations, and maintain composure under pressure
• Attention to Detail: Exceptional organizational skills with ability to manage high volumes of orders and maintain data accuracy
• Manufacturing Knowledge: Understanding of production scheduling, order flow processes, and plant operations preferred
• Cross-Functional Collaboration: Demonstrated ability to work effectively across departments (Customer Service, Production, Shipping, Sales) and influence without direct authority
• Bachelor's degree in Supply Chain, Manufacturing, Business Administration, or related discipline preferred. Equivalent combination of education and relevant experience will be considered
• Communication Skills: Excellent written and verbal communication skills; ability to clearly document actions and provide concise status updates
• Experience working with order management software, CRM systems, and ERP platforms
• Problem-Solving & Expediting: Strong analytical skills with ability to identify root causes, prioritize competing demands, and resolve issues quickly

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance