B2B Customer Support & Order Specialist

Old World Industries, LLC.; Northbrook (IL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) match

Life insurance

Disability coverage

Identity theft protection

Flexible spending and health savings

Employee assistance program

Paid time off & holidays

Other voluntary insurances

Job summary

Old World Industries, based in Northbrook, IL, seeks a Customer Support Representative to provide proactive, accurate service across multiple accounts. You will process orders via EDI or email and resolve pricing or date discrepancies according to guidelines.

As a knowledge resource for teammates, you will assist with inquiries, coordinate with Sales, IT, and Credit, and help ensure customer loyalty while meeting KPIs for order accuracy and on-time performance.

Qualifications

• Associate degree in business or equivalent customer service experience.
• 2-3 years of customer service experience with Retail, OEMs, Fleet, and B2B customers.
• Proficiency in Microsoft Word, Excel, Outlook, and Teams.
• SAP and Salesforce experience highly preferred; familiarity with EDI, order entry systems, and Power BI a plus.
• Strong interpersonal, phone, written, and verbal communication skills, with a proactive, team-oriented approach.
• Ability to assess situations and make recommendations to resolve issues.
• Ability to multi-task, prioritize workload, and manage multiple accounts in a fast-paced environment.
• Reliable, accountable, and self-motivated; able to work independently and as part of a team.

Responsibilities

• Answers phone calls, assists with customer inquiries, and redirects pricing or technical questions to the appropriate team.
• Processes customer orders submitted via EDI or email, and validates Order App details before release.
• Verifies purchase order quantities and pricing, resolving discrepancies with the customer and Sales managers.
• Researches and resolves EDI order errors, partnering with Leadership and IT as needed.
• Keeps customers informed of shipping dates, ETAs, and anticipated delays.
• Maintains, executes, and supports orders through 3rd party B2B portals.
• Works with Production, Transportation to confirm product availability and expedited deliveries.
• Assists with short shipments, missed pickups, and carrier delays, documenting issues.
• Works with Credit to release held orders and troubleshoot blocks; notifies Sales Account Manager as needed.
• Reviews telemetry and monitoring reports and escalates potential run-outs or issues.
• Reviews the daily Salesforce ticket report and follows up on open or pending tickets.
• Meets KPIs for order accuracy and on-time performance.
• Serves as knowledge resource for team and escalates issues when needed.
• Other duties as assigned.

Skills

Customer service

Communication

Multi-tasking

Teamwork

Independent work

Education

Associate degree in business or related

Bachelor's degree preferred

Tools

SAP

Salesforce

EDI

Power BI

Microsoft Word

Excel

Outlook

Teams

Job description

Old World Industries, based in Northbrook, IL, seeks a Customer Support Representative to provide proactive, accurate service across multiple accounts. You will process orders via EDI or email and resolve pricing or date discrepancies according to guidelines.

As a knowledge resource for teammates, you will assist with inquiries, coordinate with Sales, IT, and Credit, and help ensure customer loyalty while meeting KPIs for order accuracy and on-time performance.