Order Management Associate

Job Title: Order Management Associate

Department: Customer Support

Position Summary

The Order Management Associate plays a vital role in ensuring seamless order processing and customer satisfaction. This position is responsible for receiving and managing orders from both end-users and Nuclein’s network of distributors. The Associate will also handle inbound phone communications, addressing inquiries related to order status, product availability, and pricing. The ideal candidate will possess strong organizational and communication skills, enabling them to provide accurate and timely information while ensuring a smooth order fulfillment process. This role requires attention to detail and a customer-first approach to maintain high service levels across all order management activities.

Essential Duties and Responsibilities. 

          Receive and process customer purchase orders

           Review contract agreements to ensure all ordering details are accurate and submit for invoicing

           Examine parameters of orders for completeness and potential discrepancies.

           Enter the orders into the ordering software within a specified time

           Review orders for accuracy

           Create new ship to and bill to addresses within the platform as needed

           Management of incoming orders into the work queue

           Process and submit no-charge items for Customer Satisfaction

           Proactively follow-up and respond to customers about incomplete orders, backordered items, and scheduled ship dates

           Address requests from internal Nuclein departments pertaining to sales orders

           Collaborate with Supply Chain and Logistics to communicate product availability and shipment details to customer

           Investigate non-standard orders to expedite the order entry process. This may include working closely with the       customer/distributor, Accounting, Sales, and other internal departments as needed

           Other related duties as assigned

Education, Qualifications, and/or Experience

•         Either a minimum of a 2-year Associate’s Degree plus 1 year of experience or minimum 3 years’ experience in an order management role, customer service role, or related experience.
• Experience working with Microsoft Business Central or similar ERP preferred

• Experience with reviewing contract agreements preferred

• Experience working with distributors preferred

• Proficiency in Microsoft Office suite and CRM tools

• Experience working independently in a fast-paced environment with rapidly changing priorities

• Strong desire to provide outstanding customer service.

• Self-motivated with a strong work initiative and attention to detail and accuracy

• Highly organized with proven time management and prioritization skills

• Ability to work independently and with minimal supervision

• Ability to handle the pressure of meeting tight deadlines

• Written communications – effectively communicates in writing

• Ability to learn quickly/open to change

Physical Requirements.  

• Repetitive motion: Mostly computer use

• Use of strength: < 25 lbs

• Position: Mostly sitting

• Speaking and communicating