The Order Management Specialist is responsible for processing customer orders accurately and efficiently while ensuring all customers' interactions are properly tracked in Microsoft Dynamics CRM. This role ensures timely order fulfillment and helps resolve basic order discrepancies while collaborating with internal teams via Microsoft Teams.
Essential Duties & Responsibilities
•Process customer requests and orders in SAP and track all interactions in Microsoft Dynamics CRM
•Verify Order details, including pricing, availability, and delivery timelines
•Communicate with customers regarding order confirmations, shipping updates, and basic inquiries, logging into all interactions in Microsoft Dynamics
•Work cross-functionally with sales, logistics, and warehouse teams to ensure smooth order fulfillment
•Identify and escalate order discrepancies or delays to appropriate teams
•Utilize Microsoft Teams for collaboration, updates, and internal communication
•Maintain accurate records of orders and customer communications
•Assist with order-related reports and documentation
•All other duties as assigned
Education and/or Experience
•High school diploma or equivalent required; associate's degree preferred
•0-2 years of experience in customer service, order processing, or related fields
•Strong attention to detail and ability to multitask
•Basic proficiency in Microsoft Office (Excel, Word, Outlook), Microsoft Teams, and Microsoft Dynamics CRM
•Excellent written and verbal communication skills, with a customer-focused and team-oriented approach
Knowledge, Skills, and Abilities
•Knowledge of order processing procedures, customer service principles, and basic supply chain or logistics concepts
•Strong proficiency with Microsoft Office Suite (Excel, Word, Outlook) and familiarity with enterprise resource planning (ERP), SAP or order management systems
•Demonstrated commitment to delivering high-quality customer service and maintaining positive business relationships
•Adaptability to change priorities, systems, and processes
•Ability to maintain confidentiality and handle sensitive information with professionalism and integrity
Working Conditions / Physical Requirements
•This position is based on-site in a professional office environment
•Work is performed primarily in an office setting with a moderate noise level and controlled environmental conditions
•Standard business hours apply; however, additional hours may be necessary during peak operational periods or to meet business deadlines
•The role routinely utilizes standard office equipment, including computers, telephones, photocopiers, scanners, and filing systems
•Requires prolonged periods of sitting at a desk and extensive use of computers and other office technology
•The incumbent must be able to communicate clearly and professionally, both verbally and in writing, with internal departments, vendors, and customers
•Occasional lifting, carrying, or moving of office materials and supplies weighing up to twenty (20) pounds may be required
