B2B Customer Support Specialist – EDI & Order Expert

Old World Industries; Northbrook (IL); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Company-matching 401(k) plan

Life insurance and AD&D

Identity theft insurance

Job summary

Old World Industries is seeking a Customer Support Representative to deliver proactive service across multiple accounts, processing orders via EDI or email and resolving pricing or date issues in accordance with company guidelines.

The role also serves as a knowledge resource for newer employees and provides backup coverage as workloads vary, with a focus on KPIs like order accuracy and on-time performance.

Qualifications

• Associate degree in business or equivalent customer service experience; Bachelor’s preferred
• 2–3 years of customer service experience with Retail, OEMs, Fleet, and business-to-business customers
• Intermediate 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 (Ship-To, material, and PO) before release
• Verifies purchase order quantities and pricing, resolving discrepancies with the customer, Sales Account Manager, or Sales Manager per established guidelines
• 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 and Transportation to confirm product availability and transit for expedited deliveries
• Assists with short shipments, missed pickups, and carrier delays, documenting issues
• Works with Credit to release held orders and troubleshoots blocks that prevent orders from advancing
• Reviews telemetry and ANOVA monitoring reports and escalates potential run-outs or monitor issues
• Reviews the daily Salesforce ticket report and follows up on open or pending tickets
• Meets individual KPIs, including order accuracy, on-time performance, and ticket response time
• Serves as a knowledge resource for team members and uses available tools and resources before escalating issues to management and/or IT
• Other duties as assigned.

Skills

Customer service

Communication

Multitasking

Problem solving

Teamwork

Detail oriented

Education

Associate degree in business or related field

Bachelor's degree preferred

Tools

SAP

Salesforce

Power BI

EDI/order entry systems

Job description

Old World Industries is seeking a Customer Support Representative to deliver proactive service across multiple accounts, processing orders via EDI or email and resolving pricing or date issues in accordance with company guidelines.

The role also serves as a knowledge resource for newer employees and provides backup coverage as workloads vary, with a focus on KPIs like order accuracy and on-time performance.