Order Management Specialist

Ingersoll Rand; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Ingersoll Rand seeks a Customer Experience – Order Management Specialist in Jet Park, South Africa. This role is key in delivering first-class customer support, focusing on coordinating teams to manage orders, resolve issues, and improve customer satisfaction. Candidates should have sales support experience and preferably technical knowledge of air compressors.

Qualifications

• 3-5 years experience in sales support or direct sales preferred.
• Basic technical knowledge of air compressor systems or ability to learn quickly.
• Proficiency in service management software and CRM systems.

Responsibilities

• Open order books and resolve issues related to order progress.
• Proactively inform customers about order status and delays.
• Investigate and resolve customer claims within agreed SLAs.

Skills

Organizational skills

Problem-solving

Customer service

Attention to detail

Education

Matric or equivalent

Diploma in business or operations

Tools

Syspro

Oracle

Siebel

Microsoft Office Suite

Job description

Customer Experience : Order Management Specialist

Jet Park

About Us

We are committed to helping you reach your professional, personal, and financial goals. We offer competitive compensation aligned with our business strategies and comprehensive benefits to support your well-being. We are dedicated to fostering an inclusive and diverse culture that values different backgrounds and experiences, which spurs innovation, creative solutions, and enhances customer relations.

If you share our passion for inspiring progress and bringing about bold shifts in how people, economies, and societies operate, then you belong with Ingersoll Rand.

Job Summary

The Sales Coordinator position will be based at the Ingersoll Rand Offices in Jet Park, South Africa.

The Customer Experience – Order Management Specialist plays a crucial role in delivering first-class customer support by coordinating multiple teams to monitor customer orders and resolve barriers within the order-to-delivery process. Responsibilities include investigating and resolving customer claims, billing invoices, and maintaining effective communication regarding order status and potential issues. The specialist reports to the CX Supervisor and collaborates with various departments to ensure smooth operations and continuous improvement.

Responsibilities

1. Open order books – resolve issues related to order progress, follow up on requests to expedite orders, and confirm availability of goods and lead times with relevant departments.
2. Communication – proactively inform internal and external customers about order status, delays, and issues, ensuring timely and accurate updates to maintain satisfaction and trust.
3. Claims – investigate and resolve customer claims and disputes within agreed SLAs, issue credit and debit notes, and follow NWC processes with required approvals.
4. Billing – process billing invoices and manual delivery notes promptly.
5. Salesforce – manage Salesforce cases with regular updates, ensuring accurate categorization and case progression for effective reporting.
6. Coordination – actively coordinate with other customer experience teams, credit management, warehousing, logistics, master data, and purchasing departments.
7. Continuous improvement – identify barriers to execution, opportunities to enhance customer satisfaction, and participate in improvement projects as needed.
8. Revenue impact – communicate any concerns affecting revenue, such as delays or cancellations, to the CX Supervisor promptly.
9. Adherence to SOPs – meticulously follow all internal processes and Standard Operating Procedures.

Basic Qualifications

• Matric or equivalent; a diploma in business, operations, or a related field is preferred.
• 3-5 years of experience in sales support or direct sales, preferably in technical or industrial environments like air compressors.
• Strong organizational skills to prioritize tasks and manage multiple stakeholders.
• Excellent problem-solving skills in fast-paced environments.
• Exceptional customer service skills for internal and external clients.
• Basic technical knowledge of air compressor systems and spare parts, or the ability to learn quickly.
• Proficiency in service management software (Syspro, Oracle, Siebel, Jaggaer), CRM systems, Qlik Reporting, and Microsoft Office Suite.
• High attention to detail in managing records, schedules, and documentation.