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OEM Customer Service & Order Entry

Location: Michigan City, Indiana, United States
Job ID: R0001620
Date Posted: Feb 23, 2021
Segment: Industry
Business Unit: Hitachi Industrial Equipment Systems
Company Name: Sullair, LLC
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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Description

Summary of the Position:

The Customer Service/Order Entry representative for the OEM/Unit Team shall process the OEM/Unit sales orders and order management. Customer Purchase Orders (“PO”) are to be processed and entered the same day with accuracy and attention to detail. Customer service call center responsiveness shall maintain Sullair’s Goal of Service of 95% within 60 seconds and maintain the Abandoned Calls rate (Abandon rate goal is less than 1%) for our internal and external customers. In addition to call center responsibilities, this role will respond to email inquires within the same business day.

Duties and Responsibilities:

  • Pre-Order Entry and Order Entry Activities:
    • Reviewing & Processing Customer POs
    • Verification of Pricing, Product Configuration, Payment Terms and Special Requests
    • Consignment Order Entry & Inventory Management
    • JDE/SAP Order Entry
      • Create Sold to Address Book Record (JDE/SAP System)
      • Create Ship to Address Book Record (JDE/SAP System)
      • Create Freight Forwarder Address Book Record (JDE/SAP System)

  • Post-Order Entry Activities:
    • Respond to customer emails, phone calls within Goal of Service Targets
    • Respond to customer inquiries related to order status, availability, delivery and problem resolution
    • Backlog Order Management
    • Process Return Material Authorization
    • Credit/Debit Order Processing
    • Unit Core Return Management

  • Perform work assignments that are of an advanced level, identifying barriers to success, utilizing troubleshooting and problem-solving skills towards development of creative solutions to complex issues
    • Order Escapes: Missing options, Shipment Damage, Lost Shipments, Etc.
  • Working relationship:
    • Customers/Channel Partners (Distributors, National Accounts, End Users, Manufacture Representatives)
    • Internal Customers (Sales Team, Finance, Planning, Traffic, Shipping)
  • Other Duties as assigned

Qualifications:

Education:

  • Associates degree or other post high school training (2 years duration) or equivalent work experience
  • Bachelor’s degree in a related field preferred

Professional Experience and Key Skills:

  • Above Average Customer Service Aptitude
  • Above Average Verbal and Written Communication
  • Work Well Within a Team Environment
  • Strong interpersonal and active listening skills
  • Sense of urgency
  • Good organizational skills and attention to detail
  • Ability to manage multiple priorities, remain calm under pressure, and work well across all levels of the organization
  • Moderate proficiency with programs such as Outlook, Word, Excel, Pivot Tables and CRM preferred
  • JDE/SAP knowledge preferred

Direct reports:

  • N/A

The successful candidate is responsible for complying with Sullair’s Code of Ethics and related policies. In performing the job, the incumbent shall take all steps necessary to comply with our safety rules and requirements and must actively support the organization's efforts to meet and exceed its goals of creating and maintaining a safe workplace.

This description is to serve as a guide. It is intended to be flexible and will continue to evolve over time with business needs and demands and may be updated periodically and at the Company's discretion.

Sullair is an equal opportunity employer and will not discriminate based on race, religion, color, age, gender, sexual orientation, national origin, genetic information, veteran status, physical or mental disability, or other protected categories under applicable law, whether in recruitment, employment, promotion, transfer, compensation, or other conditions of employment.

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