Order Management Specialist

Ingersoll Rand; West Chester (Chester County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical and prescription plans

Dental and vision coverage

401(k) plan

Paid time off

Employee stock grant

Job summary

Ingersoll Rand West Chester, PA is seeking an Order Management Specialist to drive a superior customer experience for engineered dryer products. You will own requests end-to-end, coordinating with production, engineering, and shipping while handling inbound calls and emails with technical understanding.

This role emphasizes problem-solving, mechanical aptitude, and independent judgment in a fast-paced, metric-driven environment within a tenured team known for collaboration and stability.

Qualifications

• High School Diploma or GED.
• 2+ years of experience with product / customer service.

Responsibilities

• Deliver high-quality customer service and support via phone and email, ensuring timely, accurate, and professional responses.
• Manage multiple customer requests simultaneously, prioritizing effectively in a fast-paced environment.
• Serve as a key point of coordination between customers, internal teams, and external vendors to resolve order, product, and service issues.
• Assess customer needs using analytical problem-solving skills to identify solutions and drive resolution.
• Support customer order management and inquiries using Oracle, Salesforce, and Windchill, applying mechanical aptitude to understand products and configurations.
• Apply product and customer service knowledge to ensure positive customer outcomes and a seamless service experience.
• Meet service SLAs and productivity targets by maintaining phone availability and responding promptly to inbound calls.
• Proactively prioritize work to ensure timely quotations, order entry, and issue resolution.

Skills

Customer engagement

Communication

Organization & time management

Cross-functional collaboration

Analytical thinking

Education

Bachelor's degree in Business, Marketing, or Technical field

Tools

Oracle

Salesforce

Windchill

SAP

Job description

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Job Title

Order Management Specialist

Location

West Chester, PA

About Us

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability. Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at irco.com and join us to own your future.

Job Overview

The Order Management Specialist is a key driver of the customer experience, supporting complex, engineered dryer products manufactured at our West Chester facility. This role goes beyond traditional order entry or scripted service. You'll own customer requests end-to-end and act as the central link between customers and internal teams. Supporting a dedicated customer base, you'll handle inbound calls and emails, research orders, identify parts, and partner closely with production, engineering, and shipping to resolve issues. This is not a call-center role; each interaction requires problem-solving, mechanical aptitude, technical understanding, and independent judgment in a fast-paced, metric-driven environment. You'll join a tenured, close-knit team known for collaboration, stability, and shared expertise. For someone who enjoys learning mechanical / technical products, taking ownership, and being trusted to navigate complex situations, this role offers meaningful challenge and long-term growth.

Responsibilities

• Deliver high-quality customer service and support via phone and email, ensuring timely, accurate, and professional responses.
• Manage multiple customer requests simultaneously, prioritizing effectively in a fast-paced environment.
• Serve as a key point of coordination between customers, internal teams, and external vendors to resolve order, product, and service issues.
• Assess customer needs using analytical problem-solving skills to identify solutions and drive resolution.
• Support customer order management and inquiries using Oracle, Salesforce, and Windchill, applying mechanical aptitude to understand products and configurations.
• Apply product and customer service knowledge to ensure positive customer outcomes and a seamless service experience.
• Meet service SLAs and productivity targets by maintaining phone availability and responding promptly to inbound calls.
• Proactively prioritize work to ensure timely quotations, order entry, and issue resolution.

Requirements

• High School Diploma or GED
• 2+ years of experience with product / customer service.

Core Competencies

• Customer Engagement & Service Excellence: Delivers responsive, professional support to internal and external customers via phone and email.
• Clear & Effective Communication: Communicates information accurately and confidently, adapting style to technical and non-technical audiences.
• Organization & Time Management: Manages multiple priorities simultaneously while meeting deadlines in a fast-paced environment.
• Cross-Functional Collaboration: Partners effectively with internal teams and external vendors to resolve issues and support customer needs.
• Analytical Thinking & Problem Solving: Applies mechanical and technical aptitude to assess customer requirements, analyze information, and deliver timely, practical solutions.
• Business Systems & Office Tools: Utilizes Microsoft Word, Excel, and PowerPoint to support daily operations, documentation, and reporting.

Preferences

• Bachelor's Degree in Business, Marketing, or Technical related field
• Salesforce and / or Windchill experience.
• Oracle R12 and/or SAP experience; exposure to ABAP queries and service notifications.

Travel & Work Arrangements/Requirements

• This position will be based onsite at our West Chester, PA facility.

What We Offer

At Ingersoll Rand, we embrace a culture of personal ownership - taking responsibility for our company, our communities, and our environment, as well as our individual health and well-being. Our comprehensive benefits package is designed to empower you with the tools and support necessary to take charge of your health, ensuring that together, we can continue to make life better. Our range of benefits includes health care options like medical and prescription plans, dental and vision coverage, as well as wellness programs. Additionally, we provide life insurance, a robust 401(k) plan, paid time off, and even an employee stock grant, among other offerings. These benefits are our commitment to you, so you can be your best at work and beyond.

Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.