Overview:
Reporting to the Sales Order Lead, the Sales Order Coordinator will play a critical part in delivering exceptional customer service by ensuring the timely and accurate processing of orders, resolving customer enquiries, and maintaining positive relationships with internal and external stakeholders to enhance the overall customer experience.
Responsibilities:- Monitor and process incoming orders using multiple systems, including EDI, while collaborating with the relevant stakeholders to meet customer demands.
- Facilitate the resolution of order discrepancies relating to data integrity, shipping issues, pricing and credit holds.
- Manage out of stock and backorder queries.
- Assist cross functional teams with credit claims, marketing orders and transfer requests, ensure proper financial approval.
- Act as a liaison between the customer, sales, finance and distribution teams including 3PLs.
- Prepare out of Stock, stock on hand and invoice reports daily and other reports as required and share them with the relevant stakeholders.
- Continuous utilization and upskilling in existing and new technology to drive root cause analysis and problem resolution relating to on-time delivery, order blocks, and other team metrics.
- Collaborative and supportive team work to ensure timely order processing, product allocation, order modifications, return claims, and product availability.
- Ensure KPI standards are met.
- Continuously look for opportunities to improve processes and enhance efficiency.
- Prompt and on-time Response to consumer enquiries via phone and email.
- Trouble shoot issues.
- Assisting with general queries and order updates
- Following up on order status.
- Directing customers to product educational resources.
- Servicing and assisting the customers with any other query as needed.
- Ensure Email Inboxes are emptied daily with clear follow up flag.
- Perform ad hoc duties as required within the department.
- Customer Oriented
- High Attention to Detail
- Can Do and Positive Attitude
- Problem Solving & Analytical Skills
- Intermediate to Advanced level computer skills in Excel, Word & Outlook, to be able to prepare & present various reports
- Competent in use of EDI & Oracle
- Strong interpersonal and communication skills, both written & verbal
- Excellent stakeholder management skills, including internal & external customers