Order Management Specialist

ARB 4x4 Accessories USA; Auburn (WA); On-site; USD 42,000 - 66,000; Full time

Job summary

ARB 4x4 Accessories USA in Kent, WA is seeking a Customer Account & Order Management Specialist. This in-person role handles customer orders from entry to delivery, ensuring accuracy and timely fulfillment while maintaining strong customer relationships.

The ideal candidate has 3 years in customer service/account management or order fulfillment, excellent communication, and solid experience with ERP systems and office tools.

Qualifications

• 3 years of Customer Service/Account Management/Order Fulfillment background.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Experience with order management, customer account support, customer service, or supply chain operations.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with ERP systems, Microsoft Office, and customer service/ticket management platforms.

Responsibilities

• Receive, review, enter, and process customer orders accurately and efficiently.
• Verify order details including product availability, pricing, shipping instructions, and customer-specific requirements.
• Manage open orders from receipt through fulfillment, providing status updates and resolving issues.
• Serve as a primary point of contact for assigned customer accounts regarding order inquiries and delivery status.
• Coordinate with internal departments to ensure timely and accurate order fulfillment.
• Process credits, returns, and order adjustments per company policies.
• Maintain accurate customer account records and documentation.
• Provide professional, responsive support to customers via phone, email, and ticketing systems.
• Escalate complex issues while maintaining ownership of communication and follow-up.
• Build strong relationships with customers through reliable service.
• Collaborate with warehouse and operations to monitor inventory and order priorities.
• Track shipment status and provide delivery updates.
• Identify potential supply or distribution issues impacting orders.
• Suggest process improvements to enhance customer experience and efficiency.

Job description

We are looking to add a motivated individual to our team in the role of Customer Account & Order Management Specialist. This critical position serves as a primary point of contact for customer order management and account support, ensuring orders are processed accurately and delivered efficiently. The ideal candidate is organized, detail-oriented, customer-focused, and able to collaborate effectively across multiple departments to support a seamless customer experience.

This is a full-time (Monday-Friday), in-person position based in our Kent, WA office.

Key Responsibilities

Order Processing & Account Management

• Receive, review, enter, and process customer orders accurately and efficiently.
• Verify order details including product availability, pricing, shipping instructions, and customer-specific requirements.
• Manage open orders from receipt through fulfillment, proactively communicating status updates and resolving order-related issues.
• Serve as a primary point of contact for assigned customer accounts regarding order inquiries, backorders, shipment schedules, and product availability.
• Coordinate with internal departments to ensure timely and accurate order fulfillment.
• Process credits, returns, and order adjustments in accordance with company policies and procedures.
• Maintain accurate customer account records and documentation.

Customer Support & Relationship Management

• Provide professional, responsive support to customers via phone, email, and ticketing systems.
• Resolve customer inquiries related to orders, shipments, inventory availability, and account-related concerns.
• Escalate complex issues to the appropriate departments while maintaining ownership of customer communication and follow-up.
• Build strong working relationships with customers by providing consistent and reliable service.
• Assist customers in navigating available resources, product information, and company processes.
• Collaborate closely with warehouse and operations teams to monitor inventory availability and order priorities.
• Track shipment status and provide customers with delivery and tracking updates.
• Assist in resolving fulfillment challenges including shipping delays, damages, shortages, or lost shipments.
• Identify and communicate potential supply or distribution issues that may impact customer orders.

Process Improvement & Administrative Support

• Maintain a high degree of accuracy in order entry, account records, and related documentation.
• Support continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
• Participate in product training and new product launch activities.
• Assist with maintaining customer-facing knowledge base resources and internal process documentation.
• Identify recurring customer service or order management issues and recommend process improvements.
• Perform other related duties and projects as assigned.

Preferred Qualifications

• 3 years of Customer Service/Account Management/Order Fulfillment background
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Experience with order management, customer account support, customer service, or supply chain operations.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with ERP systems, Microsoft Office, and customer service/ticket management platforms.

Strong problem-solving skills with a customer-first mindset.