Order Management Specialist Mexico

Realtruck; Región Centro; Presencial; MXN 240.000 - 400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage

401(k) with company match

Wellbeing days

Parental leave

Educational reimbursement

Referral bonuses

Descripción de la vacante

RealTruck is seeking an Order Management Specialist to monitor and manage customer purchase requirements and coordinate with the supervisor to ensure efficient order processing and material releases. This role will initiate direct customer contact and respond to requests for sales support, reporting needs, order status, and product availability.

The position requires 2+ years in customer service or account management, strong Excel/CRM skills, and an onsite work arrangement with no travel.

Formación

• High School Diploma or GED required.
• 2+ years of experience in customer service and/or account management is required.

Responsabilidades

• Build and maintain relationships with assigned customers and understand their needs.
• Serve as the primary contact for inquiries and provide timely solutions, including issues related to orders and refunds.
• Manage open orders through fulfillment, releases, delivery issues, and disputes.
• Maintain customer resources, pricing portals, service levels, and scorecards.
• Collaborate with sales, marketing, and product teams to support customer needs.
• Collect and analyze data on customer behavior to recommend changes.
• Track account metrics to identify opportunities for optimization.

Conocimientos

Customer service

Account management

Communication

Data analysis

Problem solving

Educación

High School Diploma or GED

Herramientas

Excel

Word

PowerPoint

Outlook

CRM (Kustomer, Five9)

SharePoint

Descripción del empleo

The Order Management Specialist will be responsible for monitoring and managing all relevant areas and activities needed to meet the established terms of purchase requirements for customers. This role will coordinate with the supervisor to ensure efficient process of orders and material releases. The position will initiate, and handle correspondence related to specific customer needs to ensure customer satisfaction. This position will also initiate direct customer contact and respond to requests for sales support, reporting needs, order status, product availability and status.

CORE FUNCTIONS

• Build and maintain strong, long-lasting relationships with assigned customers, understanding their business needs and objectives.
• Serve as the primary point of contact for customer inquiries, concerns, and requests, providing timely and effective solutions, including tax deferred profiles, claims, rebates, and warranty support, as applicable.
• Manage open orders through the fulfillment process including releasing orders, delivery issues, and payment disputes.
• Maintain customer resources and requirements including portal management (pricing, part numbers, planograms), service levels, scorecards, and quality audits as applicable.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to support customer needs and drive business success. Proactively elevate and communicate critical issues.
• Collect and analyze data concerning customer behavior to understand the changing needs; recommend and make changes as needed.
• Track and analyze key account metrics to identify opportunities for optimization.
• Utilize demand forecasting techniques to anticipate client needs and ensure adequate inventory levels to meet demand.
• Identify opportunities for upselling and cross-selling additional products/services to existing customers, maximizing account profitability.
• Recommend and implement plans for efficiency and cost savings/revenue opportunities.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High School Diploma or GED required.
• 2+ years of experience in customer service and/or account management is required.

Required Licenses

• None.

Skills, Abilities, and Knowledge

• Skilled in Microsoft Office products, including Excel, Word, Power-Point, Outlook. Knowledge of Database software; Internet software; CRM Tool, Kustomer, Five9, SharePoint, and others.
• Ability to effectively use Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one- and group situations to customers, sales, and other areas of the business.
• Knowledge of Microsoft Office products, Customer Portals.
• Advanced knowledge of contractual agreements preferred.

Travel

• Travel is not required. This is an onsite role.

COMPETENCIES

• Identifies and resolves problems in a timely manner; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• Listens and gets clarification; responds well to questions; participates in meetings.
• Follows policies and procedures; completes tasks correctly and on time; supports organization’s goals and values; supports affirmative actions and respects diversity.
• Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Be able to take a problem or task and break it down into smaller elements to solve the problem or complete the task.

SUPERVISOR RESPONSIBILITIES

• Individual Contributor: working team member with no oversight of others and no management responsibilities.

PHYSICAL REQUIREMENTS

• This position is subject to sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

• This position is subject to the following physical activities: kneeling, reaching, standing, walking, feeling, talking, hearing, and the use of hands, wrists, or fingers in repetitive motions.
• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• This position operates in a professional office environment. This role routinely uses standard office equipment.

AboutRealTruck:

RealTruckis the premier manufacturer and digital destination of accessories fortruck, Jeep, Bronco and off-road enthusiasts around the world. Globallyheadquarteredin Ann Arbor, Michigan,RealTruck’s6,000+ associatesoperatefrom 35+ facilities across four continents.RealTruck’sindustryleading product portfolio, which includes the Husky Liners total vehicle protection brand, boastsover 1,000 patents and pending applications. The company’s omni-channel retail approach deliversa seamlessconsumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.

Perks That Go the ExtraMile:

AtRealTruck, we take care of our people—because they drive our success.

Enjoy great benefits like medical, dental, and vision coverage, company-paid lifeinsuranceand disability, and a 401(k) with company match (eligiblethe first of the month after you start). Need balance? We’vegot wellbeing days and parental leave. Want to grow? Take advantage of educational reimbursement. Plus, earn referral bonuses and score exclusive employee discounts onRealTruckproducts. Great benefits. Great people. Even better careers.

• medical, dental, and vision coverage
• company-paid lifeinsuranceand disability
• a 401(k) with company match (eligiblethe first of the month after you start)
• wellbeing days and parental leave
• educational reimbursement
• referral bonuses and score exclusive employee discounts onRealTruckproducts