Order Processing Specialist
Rochester Midland Corporation, Rochester, New York, United States
Overview
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. 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 Plains, 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
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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 Plains, 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
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