PURPOSE OF POSITION

The Order Management Specialist, Distribution and Direct is responsible for managing strategic direct and distribution customer accounts through accurate and timely order entry, proactive communication, and exceptional customer service.

PRIMARY DUTIES / RESPONSIBILITIES

• Act as the key point of contact for order-related inquiries for customers and sales managers.
• Address complex order related challenges while prioritizing competing demands and making informed decisions.
• Process customer orders, returns, credits, and replacement orders while ensuring data integrity and compliance with company procedures.
• Responsible for customer communication including but not limited to order status updates, lead times, shipment tracking, and issue resolution.
• Coordinate with cross-functional teams including Sales, Logistics, Transportation, and Finance to ensure customer requirements are met.
• Research and resolve complex order, inventory, shipping, and billing issues.
• Monitor open orders, identify potential risks to delivery commitments, and provide solutions to minimize customer impact.
• Create and distribute open order reports to Supply Chain, Finance, Sales, and Transportation teams.
• Create and present the lead time report in the weekly SCM meeting.
• Maintain accurate customer records, order documentation, and reporting metrics.
• Obtain freight quotes to support customer delivery requirements.
• Provide support to other areas of Order Management as needed.
• Other duties as may be required or assigned.

REQUIRED RELEVANT PROFESSIONAL EXPERIENCE

• An associate degree, or equivalent years of work experience, is required.
• At least 3 to 5 years of experience in an administrative or logistical support role are required.
• Demonstrated experience in Order Management or customer service is required.
• Working knowledge of both SAP and Salesforce is strongly preferred.
• Knowledge of logistics operations, transportation management systems (TMS), and freight carriers and forwarders is preferred.
• Strong proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel, is strongly preferred.
• Exceptional accuracy in data entry, order processing, and documentation is required.
• Strong analytical and critical thinking skills, with the ability to identify issues and implement effective solutions.
• Ability to multi-task in a fast-paced environment with high levels of accuracy, responsiveness, and professionalism.
• Ability to identify process improvements.
• Proven ability to work collaboratively as a team player, building strong relationships across departments and with external customers.
• Customer-focused mindset with strong interpersonal skills.
• Extent of responsibility: Regional.

WE OFFER

• Compensation: $29.00 to $32.00 per hour, dependent on experience and qualifications.
• Comprehensive benefits including health, dental, and vision coverage, including $0 premium options.
• Work Model: Hybrid. Onsite at our Rocklin, CA headquarters on Tuesday and Thursday, and remote Monday, Wednesday, and Friday. Standard schedule is 8:00 AM to 5:00 PM Pacific.
• 401(k) plan with company match.
• Opportunities for professional development and training.
• Inclusive, collaborative, and innovative work environment.