Order Management & Customer Experience Specialist

Standex International; Fairfield (OH); On-site; USD 40,000 - 55,000; Full time

Job summary

Standex International is seeking a Customer Service Representative to manage customer orders from entry through delivery, coordinating across Sales, Planning, Procurement, Operations, Shipping, and Finance to deliver a high-quality experience. The role requires 1–3 years in customer service or order management within manufacturing or distribution, solid ERP experience, and strong communication.

Candidates should be detail-oriented, organized, and able to work independently in a fast-paced

Qualifications

• 1–3 years of experience in customer service, order management, or similar role in manufacturing or distribution.
• Experience with ERP systems and order entry processes.
• Strong written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Ability to work independently and cross-functionally in a fast-paced environment.
• Ability to manage ambiguity and adapt in an evolving operational environment.

Responsibilities

• Own customer orders from entry through delivery, including issue resolution and escalation.
• Enter and manage orders in ERP, ensuring accuracy of part numbers, quantities, pricing, and delivery requirements.
• Proactively communicate order confirmations, changes, delays, and delivery updates to customers.
• Serve as the primary point of contact for all order-related customer inquiries.
• Ensure a high-quality customer experience through reliability, responsiveness, and ownership.
• Proactively track order status and communicate updates on availability, lead times, backorders, and shipment dates.
• Coordinate with Planning, Procurement, and Operations to obtain accurate and timely order status information.
• Identify, escalation, and communicate delivery risks in a timely manner.
• Participate in cross-functional alignment to stay ahead of potential delivery issues.
• Build strong working relationships across functions to ensure alignment on customer commitments.
• Coordinate shipment-related requirements with Shipping/Logistics teams.
• Coordinate and communicate expedited shipment requests in alignment with business priorities.
• Coordinate with Finance on credit holds, prepayments, and invoicing discrepancies.
• Support timely resolution of billing and payment-related issues.
• Manage return material authorizations (RMAs) and customer complaints.
• Coordinate with Quality and Operations to resolve issues and provide timely feedback to customers.
• Take ownership of issues end-to-end and ensure resolution, even when cross-functional coordination is required.
• Maintain accurate customer and order data in ERP/CRM systems.
• Follow established processes to ensure data accuracy and compliance with KPIs.
• Prioritize customer requests and orders based on business impact and urgency.
• Make informed decisions on escalations and communication in alignment with business priorities.
• Support improvements in order-to-cash processes, communication flow, and overall customer experience.

Skills

Customer service

Order management

Communication

Detail orientation

Tools

ERP systems

Job description

Standex International is seeking a Customer Service Representative to manage customer orders from entry through delivery, coordinating across Sales, Planning, Procurement, Operations, Shipping, and Finance to deliver a high-quality experience. The role requires 1–3 years in customer service or order management within manufacturing or distribution, solid ERP experience, and strong communication.

Candidates should be detail-oriented, organized, and able to work independently in a fast-paced