Essential Duties

Act as the point of contact for assigned commercial business accounts in regards to managing all aspects of the order management process. This includes, but is not limited to: Gathering and analyzing data in order to process error-free orders and maintaining/updating existing orders in a timely manner to meet and exceed customer expectationsProviding real-time status information regarding orders to internal and external customers  Managing a high volume of communication via emails and calls from customers as well as other departments quickly and accurately Communicating product or procedure changes to the applicable partyCommunicate, provide supporting information and education for alternative choices and/or products to customers and sales personnel when products are unavailableDevelop and provide internal and external departments with order information and reports as necessary or upon requestAct as a liaison between the Customer, Sales, Supply Chain and Plants to ensure all customer/product issues are addressed in a timely manner Ensure customer satisfaction by providing timely communication both verbally and written regarding shipping, status updates including delays, follow up and alternative productsUpdate and maintain proper customer contact information including email, fax, phone, and contact name, as well as all special delivery instructions, receiving capacity, or product restrictions in the master memoProcess all Returned Material Requests (RMA’s) according to policy; communicate with all necessary individuals to assure timely pick up of material