Purpose: 

The Customer Order Management (COM) team serves as a central point of contact for our both customers and internal departments for support of order management and services. We are responsible for receiving, coordinating, and facilitating order management and customer retail services. The Customer Order Management Services level I work in close coordination with internal departments to ensure proper processing and handling of services provided for the customer. This position is tasked with ensuring that order placement is accurate and consistent through an optimal and efficient operating model. Leveraging knowledge of technology both hardware and software products. this role is responsible to provide first class customer service via emails and telephone, assisting with any ad-hoc customer requests.

Job Responsibilities:

• Manage customer orders in line with the guidelines received from customers, sales, supply chain and Operations in an accurate and timely manner.
• Follow system procedures to capture customer orders on the systems and undertake sufficient process and controls to manage risk.
• Communicate with customers on order related activities to deliver high service levels.
• Manage the resolution of day-to-day operational issues or errors and resolve anomalies to ensure high-level of customer service and accurate transactions.
• Work collaboratively with peers to share best practice, creating an awareness of issues throughout the department.
• Use appropriate systems and tools to ensure orders are processed timely and accurately.
• Triage orders exceptions to resolve prior to processing orders through the DC. Manage late order and add-ons by setting up additional order waves in the systems.
• Represent the team, department in a professional manner, understanding and anticipating the business needs, developing good working relationships with all internal and external parties.
• Track special orders (future ship date orders) while consistently monitoring product availability and ship dates of deliveries.
• Provide Tier I technical helpdesk support to customers who require help with technical products or services.

Job Requirements:

Education/ Certifications/Experience (Required & Preferred)

•  Associate degree in business management or a related field or equivalent experience.
•  1-2 y ears relevant work experience preferred.
•  Must be proficient in use of Microsoft Office applications.
•  Product knowledge and industry terms related to UNFI required.
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.