As an Order Management Representative, you will provide order management and technical product support for PPG Stores and direct customers! This role ensures orders are processed in an efficient and accurate manner as well as guarantees that timely, critical follow up is achieved. Responsibilities will include transacting orders in multiple ERPs and answering customer inquiries including product support, MSDS and COA requests, and following up with customers on order issues.
Key Responsibilities
Responsible for the timely, accurate and efficient handling of all incoming orders, emails and phone calls
Execute excellent customer service by handling customer issues in a professional manner, offering solutions and ensuring issues will be resolved as complete and quickly as possible
Working closely with the PPG network of varying supply chains, sales teams as well as the customers to make certain issues or inefficiencies are resolved
Ensure cut off and lead times are handled and all orders/correspondence meet the established service levels
Resolves customer and item set-up in ERP systems
Completes CAIRs, credits, rebills and other adjustments in a timely manner
Appropriately sources orders to the correct sourcing/manufacturing location, adjusting as needed to meet customer expectations
Assists in maintaining the quality and integrity of unique customer information within the customer knowledge database
Provides technical support and advice to customers regarding products and their related application
Responds to all vital parties on potential product issues; acts as a gatekeeper for Product CAIRs ensuring they are entered and routed correctly and ultimately resolved
Qualifications
Minimum 3-5 years B2B Order Management experience required
Oracle or SAP ERP knowledge preferred
College degree preferred
Strong Excel, PowerPoint, Word, and Outlook abilities
