Title: Order Services Support Representative

Summary

Manage end-to-end order operations, including order processing, fulfillment coordination, customer support, and order issue resolution. Serves as a key point of contact for customers, account representatives, and internal teams, ensuring timely and accurate order execution. This role requires strong attention to detail, independent decision-making, and effective communication while maintaining high standards of customer service and operational accuracy.

Duties and Responsibilities

Endtoend order operations, including order processing, fulfillment coordination and customer order support.
Own daily execution, workload balancing, and performance management using our ERP system.
Works well under pressure and works independently without the assistance of a team.
Serve as a point of contact for complex or highpriority order issues, driving timely resolution and root cause corrective actions.
Takes incoming calls from account representatives and assists them in sales support activities such as order processing, samples, and literature.
Partner with Sales, Customer Service, Logistics, Warehousing, and other Supply Chain teams to ensure seamless order execution and issue resolution.
Takes incoming calls from pharmacies, nursing homes, and distributors regarding products, pricing inquiries, deliveries and statuses.
Monitors order services email for daily tasks from customers, distributors and all internal departments.
Processes purchase orders received from distributors, pharmacies, account managers, internal employees and customers via e-mail and EDI in a timely manner.
Provides e-mailed confirmations for every order placement and communicates this to all customers.
Is consistent with following up on purchase orders, inquiries, account information, from customers, contracts, sales managers and all internal ARKRAY departments.
Handles order processing and other duties related to the servicing of accounts and customers.
Maintains the highest possible standards of customer service and takes extra steps necessary to find solutions and resolutions for customers and account representatives.
Strives to maintain an error rate of less than1% in all work done.
Maintains detailed notes regarding accounts, back orders and all special needs or requests.
Assists in processing customer returns or credits for damage, shortages and short-dated products.
Processes orders, returns or replacements for Technical Support.
Provides customers and account managers with tracking numbers and confirmations for their orders consistently.

Knowledge and Skills

1 to 2 years of customer service experience
Strong understanding of order management processes, logistics coordination, and customer support operations.
35 WPM typing skills
Ability to learn our server-based software and PC packages (Word, Excel, etc.)
Efficient in ERP systems
Ability to maintain a positive attitude
High School Diploma or equivalent

Order Processor