美商-Order Support Representative

The Order Support Representative is an internal problem solver with a dedicated relationship to specific manufacturing sites. Their primary function is to help ensure that any non-production issues with an order after the order confirmation are effectively handled, and that any changes to delivery timelines are proactively communicated to the customer. This role serves as a bridge between the commercial operation and key teams responsible for fulfilling orders, including shipping, logistics, supply chain, operations and planning. They give both the sales team and the manufacturing site a single point of contact within the CX team, and work to balance and prioritize requests that come in from all 3 CX regions. •Acts as the first line of support for Sales and Order Management teams when dealing with a customer request related to delivery, quality or other topics that require PU engagement. •Engages with logistics, planning and other PU functions to understand the status of customer order related issues to accelerate issue resolution. •Communicates issue updates back commercial team stakeholders to ensure effective customer updates. •Triages sales requests related to customer issues and resolves issues on own where possible. •Executes regular reporting/cataloging of customer-facing issues at assigned PUs and works with PU teams to improve processes. •Participates on order reviews with PU with the goal of ensuring that upcoming orders are on-track. •Monitors upcoming “orders due” to confirm with the PU that they are on-track. •Administrative complaint management via Everest, including RMA creation. •Builds a working-relationship with the key contacts at the PU they support. •Executes ERP updates related to customer delivery dates, following input from the PU.