Order Management Specialist / Customer Solutions Associate

Denken Solutions, Inc.; Seattle (WA); Hybrid; USD 50,000 - 65,000; Full time

Job summary

Denken Solutions, Inc. seeks a Customer Solutions Associate to serve as the primary contact and advocate for customers. The role focuses on optimizing orders and driving efficiency through end-to-end Order to Cash processes in a hybrid Seattle environment.

Responsibilities include managing calls via Genesys, submitting orders, handling credit requests, and coordinating with carriers to resolve SLA-driven issues while promoting products and services.

Qualifications

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

Responsibilities

• Manage incoming calls through our Genesys phone system.
• Receive and submit orders on behalf of customers.
• Facilitate customer credit requests.
• Maintain account settings, including updates within CRM and other applications.
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations.
• Suggestively sell and inform customers about new and existing products or programs.
• Identify and resolve demand capture failures within defined SLA.
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders).
• Contact customer when required due to Out of Stock or Stock Allocation issues.
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation.
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues.

Skills

Communication

Analytical thinking

Organized

Problem solving

Microsoft Office

SAP

Salesforce

Multitasking

Independent work

Education

Undergraduate degree

Tools

CRM systems

Job description

Hybrid role

Job Description

• Work Location: Seattle, WA / Hybrid
• Work Schedule : FT 6:00am - 2:30pm
• Client Professional Solutions is seeking a Customer Solutions Associate that will serve as the primary point of contact and advocate for the customer and is responsible to optimize orders while driving efficiency and minimizing waste throughout the End-to-End Order to Cash process flow.

Summary of Key Responsibilities

• Responsibilities and essential job functions include but are not limited to the following:
• Manage incoming calls through our Genesys phone system.
• Receive and submit orders on behalf of customers.
• Facilitate customer credit requests.
• Maintain account settings, including updates within CRM and other applications.
• Track orders through various transportation tools and at times collaborate with carrier customer support for escalations.
• Suggestively sell and inform customers about new and existing products or programs.
• Identify and resolve demand capture failures within defined Service Level Agreement (SLA)
• Regularly monitor open orders according to the Daily Activity Schedule and ensure adherence to the tasks and cadence.
• Collaborate with customers or cross-functional business partners to resolve blocked orders within SLA.
• Optimize orders for logistical efficiency (e.g. maximize payload, grouping / splitting orders)
• Contact customer when required due to Out of Stock or Stock Allocation issues.
• Collaborate with Order Fulfillment team to resolve issues preventing delivery note creation (e.g. delivery block)
• Contact customer and propose resolution if issues identified post-delivery note due to Transportation or Warehousing issues (such as appointment scheduling, delivery delay, picking issues etc.)

Returns and Refusals

• Be principal customer contact for capturing, creating and registering all return requests.
• Assess compliance of Return Requests according to Market Return Policy Conditions.
• Obtain authorization from Sales for return requests that exceed Market Return Policy Thresholds.
• Validate returned product is in sellable condition and ensure all relevant documentation is provided for analysis of credit / debit value.Coordinate destruction or donation of goods when physical return is not warranted.
• Ensure refusals created by the OS&D team in Transportation contain appropriate order reason code and correct pricing prior to billing.
• Analyze reasons for refusals and contact customers to propose mitigation actions to reduce / eliminate in the future.

Requirements & Experience

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

Skills

• Excellent written and verbal communication skills.
• Excellent analytical aptitude with a proven ability to analyze/interpret data.
• Well-organized, methodical thinker with excellent decision-making skills.
• Strong and creative problem-solving skills.
• Proficiency in Microsoft office applications (e.g. Word, Excel, Outlook)
• Proficiency in SAP and Salesforce or similar CRM.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Ability to work independently with minimal supervision.

About us

At our organization, we take our mission and values to heart! We are on a mission to offer more and better jobs all over the world! Our goal is to care for you while you care for our clients and get you paid the highest pay possible. All our associates working with us are expected to embrace our RACE values: R - Results Matter, A- Approachable, C - Care, and E - Emergency i.e. work with a sense of urgency.