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ASSA ABLOY Group · 1 day ago

Specialist, Order Processing

Carrollton, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

ASSA ABLOY Group is a global leader in access solutions, and they are seeking a Senior Order Processing Specialist. This role involves managing customer and distributor sales orders, providing exceptional customer service, and serving as a mentor to less experienced staff.

BiometricsConsumer ElectronicsElectronicsFurnitureHomeland SecurityManufacturingPublic SafetySecurityService IndustrySmart Home

Responsibilities

Serve as a resource and part expert for other employees and other departments by giving accurate direction and support to help answer customer inquiries. Assist other employees in handling escalated calls, resolving more complex customer issues

Serve as a mentor and trainer to new or less experienced Order Processing Specialists to ensure they are knowledgeable about our products and processes

Work with Manager, Sales Operations/Administration to identify challenges within the department; assist in continuous improvement of the department

Assist Manager, Sales Operations/Administration with the creation and maintenance of Standard Operating Procedures (SOPs) for department processes. Help with special projects as directed by management

In the absence of the Manager, Sales Operations/Administration, be the main point of contact for employees to go to and work directly with the Manager, Sales Operations/Administration with any questions or assistance needed to resolve customer issues

Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor

Review order transmittals and other paperwork when received. Interpret incoming order documentation to ensure configuration, price, and product requirements are accurate and specifications are complete prior to order entry

Enter and process confirmed orders in JD Edwards ERP system and acknowledge back to customer within 24-48 hours from time of receipt

Maintain processed orders as required with any product, pricing, scheduling, address, or shipping changes

Inform the manufacturing/shipping department with any changes affecting those departments using the appropriate back-up paperwork. Maintain open and closed sales files

Review incoming orders to ensure order is complete with information needed to ship the order accurately for the customer. Contact distributor for clarification of missing information. Resolve any problems with the orders to assure order is processed within established guidelines of discounting, terms and conditions of sale, etc

Accurately enter (non-E-Commerce) sales orders into the business system. Responsible for the maintenance and invoicing of all sales orders

Answer distributor’s inquiries regarding pricing, availability, and order status

Be the distributor contact for inquiries that correspond with order entry. Process and distribute the distributors open order report weekly. Inform distributors of delays in product shipment or shipping problems as informed by the corresponding departments

With the Purchasing team, provide planned ship dates to distributors for non-stock items. Advise distributors of delays or changes in shipping dates as required. Expedite, where required, to meet customer expectations

Coordinate dispute resolution from Distributor Network including, but not limited to, order accuracy, price, freight, collections, and tax

Answer any sales order questions that arise within sales, customer service, or other departments within the Company. Assist other 4Front departments with customer facing issues

Assists with complaints concerning billing or service rendered; referring complaints of service failures to designated departments for investigation

Assist Manager with maintaining production lead times, product pricing discrepancies, follow-up correspondence with distributor, and internal department inquiries, etc

Work with Sales, Operations, Engineering, and other departments about date management, special requests, freight, and other customer needs

Participate in various meetings including, but not limited to, Huddle Meetings, Operational Review Meetings, etc

Assist with continuous improvement projects including lean and kaizen events in order to improve the department

Investigate and process freight claims which involves working with carriers and distributors to resolve issues. Enter replacement orders into system and process freight claim paperwork

Provide general product and sales information to distributors to assist in the sales process. Inform distributors of current 4Front promotions, our product offering, and new or upgraded products

Train distributors on the use of the 4Front Resource iCustomer (e-Commerce) program for distributors to use to enter orders into the business system. Where necessary, assist distributors with the program

Perform shipping tracers and provide tracking information to our distributors

Coordinate all Returned Product Authorizations (RPAs) including follow up and disposition of product to distributors. Obtain Manager’s approval of RPA. Process corresponding credit memos where necessary

Coordinate the processing of warranty claims received from distributors. Gather all information, ensure the accuracy of the information, obtain approval, and submit for payment

Collaborate with 4Front technical support personnel to provide problem solving, application solutions, and troubleshooting to distributors including 1) resolving errors in application, 2) identification and selection of necessary parts needed for their specific repair/application, to include reviewing field pictures, researching part/product manuals, and engineering drawings, and 3) performing Level 1 troubleshooting via phone with distributor’s service technicians, to determine cause and location of failure by using electrical schematics and engineering drawings

Assist and train the distributors to use 4Front Product Surveys including the use of the iPad Product Survey app. Review the surveys with Technical Support and/or Engineering to determine the best product(s) for end user’s application

Qualification

Customer ServiceJD Edwards ERPMicrosoft Office SuiteTechnical AptitudeSpanish LanguageProblem SolvingAttention to DetailCommunication Skills

Required

Requires a high school diploma

3-5 years of experience in customer service working directly with customers, salespeople, or distributors

Ability to use a personal computer utilizing spreadsheet and word processing software applications, databases, and automated systems to accomplish work

Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred

Experience using manufacturing ERP software

Requires considerable attention to detail and basic math skills

Communicates with customer sensitivity and sense of urgency

Ability to solve problems on behalf of customers and suppliers

Customer service orientation and approach to daily responsibilities

Ability to be responsive and timely to customer requests and expectations

Understand basic product application to be able to review and check orders

Maintain a strong understanding of the operational flow within the company

Requires considerable attention to customer service/order administrative details

A strong desire to exceed customer expectations as it relates to customer service

Ability to organize personal workload, prioritize activities, and accomplish tasks under deadline pressure

Ability to work collaboratively and effectively with other departments including Finance, Engineering, Materials, and Production

Requires excellent oral and written communication skills to communicate effectively with customer and distributors via phone and email

Ability to work in a group setting and independently while multi-tasking and adjusting to changing priorities in a minimally supervised fast paced environment

Working knowledge of material types specifications and characteristics used in dock levelers, dock seals & shelters, impactable dock doors, high speed and high-performance doors, and other entrance automation products and warehouse solutions

Preferred

General education or college courses equivalent to an Associate's degree in Business Administration is desirable

Experience using iPhone and iPad is a plus for the Mequon location

Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred

Experience with JD Edwards ERP software preferred

Ability to learn and understand mechanical aspects of products and product families is a plus

Possessing a technical aptitude to hold reasonable technical discussions with customers or distributors is a plus

The ability to read, write, and converse in Spanish is a plus in certain locations

None

Company

ASSA ABLOY Group

Glassdoor3.7

ASSA ABLOY Group is a door opening solutions, dedicated to satisfying end-user needs for security, safety, and convenience. It is a sub-organization of ASSA ABLOY Group.

Founded in 1994

Stockholm, Stockholms Lan, SWE

10001+ employees