Order Fulfillment Specialist

The Fountain Group; Indianapolis (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

The Fountain Group is seeking an Order Fulfillment Specialist for a client in Indianapolis, IN. The role focuses on ensuring a seamless order-to-delivery experience and handling inquiries, pricing, invoicing, and logistics while identifying opportunities to improve processes and overall service delivery.

You will collaborate across teams to resolve issues, monitor trends, and support continuous quality improvements to enhance customer satisfaction and efficiency.

Qualifications

• Associate’s Degree required or 3+ years of customer service experience in lieu of a degree.
• Strong verbal and written communication skills.
• Excellent problem-solving and customer service abilities.
• Ability to manage multiple priorities and work effectively with both internal and external stakeholders. SAP and Salesforce experience preferred.

Responsibilities

• Manage customer inquiries throughout the order lifecycle from placement to delivery.
• Process order changes, returns, credits, debits, and replacements per procedures.
• Provide customer support and analyze activity to improve service delivery.
• Coordinate communications related to promotions, changes, and programs.
• Collaborate with internal teams to resolve order, product, pricing, invoicing, and logistics issues.
• Support continuous quality improvements within the organization.

Skills

Customer service

Communication

Problem-solving

Multitasking

Cross-functional collaboration

Education

Associate’s Degree

Tools

SAP

Salesforce

Job description

Hello,

Our client is currently seeking a Order Fulfillment Specialist for a prominent client of ours. This position is located in Indianapolis, IN. Details for the position are as follows:

Job Description

Duration: 18 months

The Order Fulfillment Specialist is responsible for ensuring a seamless order-to-delivery experience for customers. This role manages customer inquiries, resolves issues related to products, pricing, invoicing, and logistics, and identifies opportunities to improve processes and overall service delivery.

Key Responsibilities

• Manage customer inquiries throughout the entire order lifecycle, from order placement through delivery, while proactively identifying and resolving potential concerns.
• Process order replacements, returns, credits, debits, and order changes in accordance with established procedures and guidelines.
• Provide specialized customer support and subject matter expertise by tracking, analyzing, and reporting on specific customer functions and activities.
• Coordinate communications related to product promotions, process changes, and marketing programs.
• Serve as a key resource for internal and external stakeholders, recommending process improvements that enhance customer satisfaction and service delivery.
• Monitor customer and product trends to proactively identify issues, resolve concerns, and negotiate effective solutions with internal teams.
• Maintain and continuously improve the quality system to support organizational quality objectives and service standards.
• Collaborate cross-functionally with internal teams to resolve order, product, pricing, invoicing, and logistics issues.
• Complete special projects and other duties as assigned by management.

Minimum Requirements

• Associate’s Degree with at least 1 year of customer service experience, OR 3+ years of customer service experience in lieu of a degree.
• Strong verbal and written communication skills.
• Excellent problem-solving and customer service abilities.
• Ability to manage multiple priorities and work effectively with both internal and external stakeholders.SAP and Salesforce experience preferred.