Order Management & Customer Care Specialist

Emery Oleochemicals Group; Cincinnati (OH); On-site; USD 38,000 - 48,000; Full time

Job summary

Emery Oleochemicals Group is seeking a Customer Service Representative in Cincinnati to manage orders, maintain customer data, and support fulfillment. The role requires strong communication, organization, and cross-functional collaboration with distributors and internal teams.

You will process orders, verify availability, update ERP-based data, and respond to inquiries while maintaining high service levels.

Qualifications

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 1 to 3 years of relevant customer service or order management experience, preferably in manufacturing or chemical industry.
• Strong verbal and written communication skills.
• Excellent organizational and planning abilities; able to manage multiple tasks and shifting priorities.
• Proficiency in Microsoft Excel and Word; experience with ERP systems highly preferred.
• Ability to work more than eight hours per day and more than 40 hours per week as business needs require.
• Professional and courteous demeanor with the ability to build strong relationships with key accounts, distributors, and internal partners.

Responsibilities

• Process customer orders and verify material availability or production dates for made-to-order products.
• Maintain the accuracy and integrity of customer master data within the system.
• Provide timely information regarding order status, inventory availability, shipping documentation, and product locations.
• Proactively manage assigned accounts by soliciting orders, updating system data, and ensuring customer requirements are met.
• Document, track, and resolve customer complaints in a timely and professional manner.
• Communicate effectively with customers to provide alternatives when requested products or requirements change.
• Determine appropriate action when customer requirements cannot be met and offer viable solutions.
• Initiate credit memos, debit memos, and returns as needed.
• Monitor customer order patterns and provide feedback to demand management and production planning teams.
• Provide production planners with relevant information based on customer forecasts, order history, and communication trends.
• Work closely with technical support teams to address technical inquiries or distributor referrals.
• Participate in cross-functional projects that support process improvements and enhance customer experience.
• Recommend enhancements to improve order-processing efficiency and system functionality.
• Implement corrective actions and work process improvements to support operational excellence.
• Review ISO procedures periodically to identify and document changes in work processes.

Skills

Customer service

Order management

ERP familiarity

MS Excel

Education

High school diploma

Associate degree or higher

Tools

Microsoft Excel

Microsoft Word

ERP systems

Job description

Emery Oleochemicals Group is seeking a Customer Service Representative in Cincinnati to manage orders, maintain customer data, and support fulfillment. The role requires strong communication, organization, and cross-functional collaboration with distributors and internal teams.

You will process orders, verify availability, update ERP-based data, and respond to inquiries while maintaining high service levels.