Order Processing Specialist
Rochester Midland Corporation, Rochester, New York, United States, 14618
Order Processing Specialist
The Order Processing Specialist is responsible for overseeing the entire order lifecycle, ensuring that customer orders are processed accurately and delivered on time. The role involves close collaboration with internal departments, including production, inventory, logistics, and sales, to ensure seamless order processing and fulfillment. Please note: This is a bilingual Spanish & English speaking role supporting customers across multiple regions and time-zones, providing high-quality service. Essential Job Functions
Order Processing & Oversight Manage and monitor customer orders from receipt through delivery, ensuring accuracy, timeliness, and adherence to customer and company requirements. Process customer orders, returns, service orders, billing, and EDI transactions using ERP and CRM systems. Perform daily audits to verify order and shipment status for internal and external orders. Order Accuracy, Pricing & Billing Validate order details including pricing, product specifications, contract terms, and customer information. Verify pricing accuracy and submit special pricing requests to Marketing as required. Prepare correction credits and resolve billing discrepancies. Customer Communication & Support Serve as a primary point of contact for customers regarding order status, pricing inquiries, delivery schedules, and issue resolution. Respond to customer and internal inquiries via phone and email, including shared mailbox management. Proactively communicate order confirmations, backorders, shipment delays, and resolutions. Inventory & Fulfillment Coordination Collaborate with production, inventory, logistics, sales, and service teams to confirm product availability and coordinate timely fulfillment. Monitor backorders and supply constraints and communicate potential impacts to stakeholders. Problem Resolution & Customer Satisfaction Identify, investigate, and resolve order discrepancies, delays, and customer concerns. Document customer complaints through the Customer Satisfaction process and ensure appropriate follow-up. Documentation, Compliance & Systems Prepare, maintain, and update shipping documentation, including global shipping documents and regulatory materials such as Safety Data Sheets (SDS). Maintain customer tax-exemption records in compliance with company and regulatory requirements. Ensure accurate and up-to-date order data within ERP/CRM systems (e.g., Great Planes, Microsoft Suite). Utilize Excel, including pivot tables, to support reporting and data analysis. General Responsibilities Collaborate effectively within a cross-functional team environment. Support continuous improvement initiatives and perform other duties as assigned. Education/Special Licenses or Certification:
Bachelor's degree in Business Administration, Supply Chain Management, or related field preferred Experience:
1-3 years of customer service, administrative, or sales experience required 1-3 years' experience in shipping Working level knowledge of customer service principles, practices, and terminology Knowledge of Great Plains and SalesPad system preferred Skills:
Proficiency in CRM and ERP systems (Oracle, Salespad, or similar) Proficient in Excel, preference for experience with Pivot tables Problem-solving and critical-thinking skills Ability to work collaboratively with cross-functional teams Working knowledge of Excel, Word, Teams, and Email Bilingual, ability to communicate in Spanish and English required Competencies:
Excellent verbal, written, non-verbal communication and listening skills Ability to effectively communicate with all organizational levels Action Oriented, attention to detail, problem solving skills Customer/Vendor Relations and solutions focus Strong ethics and values, trust, and integrity Organizational skills, administrative skills and planning/priority setting strength Excellent ability to work collaboratively and confidentially
The Order Processing Specialist is responsible for overseeing the entire order lifecycle, ensuring that customer orders are processed accurately and delivered on time. The role involves close collaboration with internal departments, including production, inventory, logistics, and sales, to ensure seamless order processing and fulfillment. Please note: This is a bilingual Spanish & English speaking role supporting customers across multiple regions and time-zones, providing high-quality service. Essential Job Functions
Order Processing & Oversight Manage and monitor customer orders from receipt through delivery, ensuring accuracy, timeliness, and adherence to customer and company requirements. Process customer orders, returns, service orders, billing, and EDI transactions using ERP and CRM systems. Perform daily audits to verify order and shipment status for internal and external orders. Order Accuracy, Pricing & Billing Validate order details including pricing, product specifications, contract terms, and customer information. Verify pricing accuracy and submit special pricing requests to Marketing as required. Prepare correction credits and resolve billing discrepancies. Customer Communication & Support Serve as a primary point of contact for customers regarding order status, pricing inquiries, delivery schedules, and issue resolution. Respond to customer and internal inquiries via phone and email, including shared mailbox management. Proactively communicate order confirmations, backorders, shipment delays, and resolutions. Inventory & Fulfillment Coordination Collaborate with production, inventory, logistics, sales, and service teams to confirm product availability and coordinate timely fulfillment. Monitor backorders and supply constraints and communicate potential impacts to stakeholders. Problem Resolution & Customer Satisfaction Identify, investigate, and resolve order discrepancies, delays, and customer concerns. Document customer complaints through the Customer Satisfaction process and ensure appropriate follow-up. Documentation, Compliance & Systems Prepare, maintain, and update shipping documentation, including global shipping documents and regulatory materials such as Safety Data Sheets (SDS). Maintain customer tax-exemption records in compliance with company and regulatory requirements. Ensure accurate and up-to-date order data within ERP/CRM systems (e.g., Great Planes, Microsoft Suite). Utilize Excel, including pivot tables, to support reporting and data analysis. General Responsibilities Collaborate effectively within a cross-functional team environment. Support continuous improvement initiatives and perform other duties as assigned. Education/Special Licenses or Certification:
Bachelor's degree in Business Administration, Supply Chain Management, or related field preferred Experience:
1-3 years of customer service, administrative, or sales experience required 1-3 years' experience in shipping Working level knowledge of customer service principles, practices, and terminology Knowledge of Great Plains and SalesPad system preferred Skills:
Proficiency in CRM and ERP systems (Oracle, Salespad, or similar) Proficient in Excel, preference for experience with Pivot tables Problem-solving and critical-thinking skills Ability to work collaboratively with cross-functional teams Working knowledge of Excel, Word, Teams, and Email Bilingual, ability to communicate in Spanish and English required Competencies:
Excellent verbal, written, non-verbal communication and listening skills Ability to effectively communicate with all organizational levels Action Oriented, attention to detail, problem solving skills Customer/Vendor Relations and solutions focus Strong ethics and values, trust, and integrity Organizational skills, administrative skills and planning/priority setting strength Excellent ability to work collaboratively and confidentially