Order Management Specialist & Customer Solutions Advocate

Denken Solutions, Inc.; Washington (District of Columbia); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Client Professional Solutions seeks a Customer Solutions Associate to serve as the primary customer contact and advocate, optimizing orders and driving End-to-End Order to Cash efficiency. Responsibilities include handling calls through Genesys, submitting orders, managing CRM data, tracking shipments, and resolving SLA-based issues.

The role involves handling returns, credits, and coordinating with cross-functional teams to ensure timely delivery and customer satisfaction.

Qualifications

• Undergraduate degree strongly preferred.
• 2 years’ experience in Customer care, Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning etc. is preferred.

Responsibilities

• Manage incoming calls through Genesys phone system.
• Receive and submit orders on behalf of customers.
• Facilitate customer credit requests.
• Maintain account settings in CRM and other applications.
• Track orders through transportation tools and coordinate with carrier support when needed.
• Suggestively sell and inform customers about products or programs.
• Identify and resolve demand capture failures within SLA.
• Monitor open orders and ensure task cadence.
• Collaborate with customers or partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency (payload, grouping/splitting).
• Contact customers for Out of Stock or stock allocation issues.
• Coordinate with Order Fulfillment to resolve delivery note issues.
• Contact customers to resolve post-delivery issues like delays or scheduling.

Skills

Communication

Analytical

Organization

Problem solving

Independent work

Multitask

Education

Undergraduate degree

Tools

SAP

Salesforce

Microsoft Office

Job description

Client Professional Solutions seeks a Customer Solutions Associate to serve as the primary customer contact and advocate, optimizing orders and driving End-to-End Order to Cash efficiency. Responsibilities include handling calls through Genesys, submitting orders, managing CRM data, tracking shipments, and resolving SLA-based issues.

The role involves handling returns, credits, and coordinating with cross-functional teams to ensure timely delivery and customer satisfaction.