Customer Care Representative B2B

OmniMax; Phoenix (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

OmniMax is seeking a Customer Care Representative to act as the key liaison between B2B customers and internal operations, managing the full order lifecycle for industrial manufacturing clients.

You will coordinate with Sales, Production, Supply Chain, Logistics and Operations to ensure on-time delivery, accurate order processing, and high customer satisfaction in a fast-paced environment. Strong ERP proficiency and attention to detail are required to manage multiple accounts and complex orders.

Qualifications

• 2+ years in customer service/order management in manufacturing or similar.
• Experience with ERP systems (Oracle, SAP, JD Edwards, MS Dynamics or similar).
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Experience with B2B customer support and account coordination.
• Experience processing orders and coordinating with production/operations.

Responsibilities

• Serve as the primary point of contact for assigned B2B customers, distributors, contractors, and channel partners.
• Process and manage customer orders via email, EDI, portals, and phone; ensure accurate order entry in ERP.
• Collaborate with Production Planning, Manufacturing, Inventory, Procurement, Shipping, and Logistics to meet customer requirements.
• Maintain accurate customer records and generate order/shipment reports; support sales/ops with order information.

Skills

Customer service

Order management

Cross-functional coordination

B2B account support

Microsoft Office skills

Education

High School Diploma or GED

Associate's Degree preferred

Tools

Oracle

SAP

JD Edwards

Microsoft Dynamics

Salesforce

EDI

ERP systems

CRM systems

Job description

The Customer Care Representative serves as a critical liaison between customers and internal operations, managing the complete order lifecycle for industrial manufacturing customers. This role is responsible for order management, customer communications, account support, and cross-functional coordination with Sales, Production, Supply Chain, Logistics, and Operations teams to ensure exceptional customer satisfaction and on-time delivery performance.

This is not a call center position. The ideal candidate will have experience supporting B2B customers within an industrial manufacturing, building products, distribution, construction materials, engineered products, or related environment. Success in this role requires strong ERP system proficiency, attention to detail, and the ability to manage multiple customer accounts while coordinating complex order fulfillment activities.

Customer Account Management

• Serve as the primary point of contact for assigned B2B customers, distributors, contractors, and channel partners.
• Build and maintain strong customer relationships through proactive communication and responsive service.
• Manage customer inquiries regarding product availability, pricing, lead times, order status, shipment schedules, and delivery performance.
• Provide professional, timely resolution to customer concerns while maintaining a high level of customer satisfaction.

Order Management & Processing

• Process and manage customer orders received via email, EDI, customer portals, and telephone.
• Ensure accurate order entry, maintenance, and updates within ERP systems including Oracle, SAP, or similar platforms.
• Monitor orders throughout the production and fulfillment process to ensure accuracy and on-time delivery.
• Review orders for pricing accuracy, product specifications, inventory availability, and shipping requirements.
• Coordinate changes, cancellations, expedites, and special customer requests while minimizing operational disruptions.

Manufacturing & Supply Chain Coordination

• Collaborate closely with Production Planning, Manufacturing, Inventory Control, Procurement, Shipping, and Logistics teams to support customer requirements.
• Communicate production schedules, lead times, backorders, and shipment updates to customers.
• Assist in managing allocation situations, inventory constraints, and delivery exceptions.
• Work cross-functionally to resolve order discrepancies, shipping issues, and supply chain challenges.
• Support continuous improvement initiatives focused on service levels, operational efficiency, and customer experience.

Systems & Reporting

• Maintain accurate customer records, account information, and order documentation within ERP and CRM systems.
• Generate and analyze order reports, shipment status updates, and customer account activity.
• Support sales and operational teams by providing accurate customer and order information.
• Ensure compliance with company policies, pricing structures, and customer service procedures.

Required Qualifications

• High School Diploma or GED required; Associate's Degree preferred.
• 2+ years of customer service, customer care, order management, inside sales support, or account coordination experience within a manufacturing, industrial, building products, distribution, logistics, or supply chain environment.
• Experience supporting B2B customers and managing customer accounts.
• Experience with ERP systems such as Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar platforms.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, and Word.
• Experience processing orders and coordinating with production or operations teams preferred.

Technical Skills

• ERP Systems: Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar
• CRM Systems: Salesforce or equivalent
• Microsoft Office Suite (Excel, Outlook, Word, Teams)
• EDI Order Processing
• Order Management Systems
• Customer Relationship Management
• Production Scheduling & Supply Chain Coordination
• Shipment Tracking & Logistics Support

Preferred Experience

• Industrial Manufacturing
• Building Products
• Construction Materials
• Engineered Products
• HVAC, Electrical, Mechanical, or General Industrial Products
• Supply Chain, Logistics, or Operations Support

Work Environment & Physical Requirements

This position is based within a manufacturing environment and may require occasional visits to production areas, warehouses, or distribution facilities. Employees may be exposed to noise, dust, moving mechanical equipment, vibration, and varying temperatures.

• Ability to sit, stand, walk, bend, kneel, and occasionally lift up to 25 pounds.
• Ability to work in both office and manufacturing settings as needed.
• Specific vision abilities include close vision, distance vision, depth perception, and the ability to focus on detailed work.