Order Management Specialist (phone/email) Work from home

Our client is looking for a person to coordinate the successful delivery of multiple jobs/projects at one time through our WIP process. This will include working with vendors to order and schedule delivery of items, identify and resolve any emerging problems that our vendors or customers might face with accuracy and efficiency, and maintain communication of project status with all stakeholders. The target is to ensure excellent service standards,

respond efficiently to stakeholder inquiries, and maintain high customer satisfaction.

What You’ll Do

• Resolve team client issues, vendor errors, & shipping discrepancies. Communicate

to involved stakeholders within 24 hours.

• Review orders for properly formatted artwork, completeness, accuracy, delivery

timeline, & acceptable margin.

• Properly schedule follow-up dates for special action orders to ensure on-time

shipment & expedite or escalate as applicable.

• Identify, communicate & escalate issues before problems occur.

• Ensure accuracy of WIP delivery dates.

• Follow-up on jobs on the Dashboard to 0 each day.

• Participate in weekly and monthly sales team meetings.

• Participate in bi-monthly vendor meetings.

• Participate in scheduled staff meetings.

Desired Skills and Experience

• Excellent verbal and written communication abilities.

• Strong troubleshooting and problem-solving skills.

• Ability to understand and empathize with customer needs.

• Familiarity with CRM systems and practices.

• Ability to handle difficult customers and high-stress situations.

• Gritty, adaptable, and open to feedback.

Detailed Overview of Duties

• Review of jobs submitted to WIP for completeness and accuracy of information.

• Create and submit required Purchase Orders to vendors.

• Obtain any required artwork and submit for sample creation.

• Follow up with stakeholders on the proof approval process to get the order into

production as quickly as possible

• Follow up on Purchase Orders to obtain Order Acknowledgements, production time,

and estimated shipping date.

• Follow up on shipping status to obtain confirmation and tracking information.

• Efficiently and quickly deal with production or shipping delays so the job remains on

schedule.

• Staying in touch with vendors both via email and phone throughout the order and

shipment process

• Using various methods, calculate the shipping charge to the customer.

• Maintaining daily oversight of your Job Issue Tracker, resolving all items scheduled

for that day.

• Quickly escalating problem issues that are not understood or outside your ability to

rapidly resolve.

• Once freight charges have been calculated, move job into Delivered status for

invoicing.

• Final follow up on each job to insure that all products have been successfully

delivered.

Work From Home

Monday to Friday - 10pm to 7am PH time