Be a part of a global team where what we do matters! At Epredia, we recognize that our talented employees are vital to our success. Our team is dedicated, our work is rewarding – both personally and professionally – because what we do matters.  

We seek talented individuals who will contribute to and thrive in our collaborative, diverse, fast-paced environment while demonstrating a commitment to our core values, People, Customer, Results, Continuous Learning, and Innovation.  

People – We win as a team.  

Customer – We deliver customer-centric solutions.  

Continuous Learning – We learn and always aim to be better.  

Innovation – We innovate every day.  

Results – Results matter for all of us. 

Join Epredia as an Order Management Specialist and play a key role in delivering exceptional customer experiences every day. In this role, you’ll partner closely with the Customer Care Supervisor to support and manage a portfolio of Tier 1, Tier 2, and OEM accounts, acting as a trusted point of contact to ensure every need is handled quickly and accurately. This is a great opportunity to make an impact by driving customer satisfaction while working in a fast-paced, collaborative environment.

Location: Onsite Kalamazoo, MI

What you will be doing:

• Enter and update/manage all orders for your portfolio of strategic accounts, with products ranging from IHC, Consumables, Instruments, Etc.
• Review your accounts’ order books on a daily basis, ensuring that upcoming production is scheduled to support future needs.
• Maintain accurate, organized customer files, including documentation of key contacts, important verbal discussions, account communication preferences, issues, and customer requests throughout the order process.
• Proactively communicate any upcoming challenges/disruptions and align on a mutually beneficial plan to address while ensuring adequate coverage of the customer’s business, anticipating their needs in a way that seeks to eliminate any need for your account(s) to contact us with questions, aside from placing new orders.
• Enter all needed customer complaints and product returns.
• Investigate overdue and damaged shipments or shortages in shipments already received.
• Listen to customer concerns that might arise, effectively diffuse dissatisfaction, and quickly identify a course of action with a goal of first contact resolution within established turnaround times.
• Gather and disseminate information and pursue a course of action for timely resolution.  Investigate by contacting other departments, supervisors, sales, business and channel partners, and/or freight carriers.  Utilize needed systems to locate required information.
• Analyze and resolve customer concerns using established procedures. Examine pertinent information to determine the validity of customer complaints and to determine responsibility for errors and resolution throughout the order process.
• Document any applicable processes where serving as a Subject Matter Expert for the team. 
• Analyze the open order report and collaborate with Materials/MFG/Sales and other departments to ensure that orders are shipped out on time.
• Identify the root cause of past due items and help drive solutions to meet customer expectations.
• Run the Billing Due List and identify/address any shipments that have not been invoiced.  Help to set up a sustainable process to ensure that shipments are invoiced the same evening as they are shipped out.

Skills you will need:

• 2+ years’ experience in a customer-facing role. 
• High school education is required; a college degree is preferred.
• Proficient with MS Office
• SAP and/or Salesforce experience is preferred.
• Strong interpersonal and organizational skills. 
• Strong critical-thinking skills. 
• Strong problem-solving skills. 
• The individual should be self-motivated, a quick learner, and able to develop and maintain constructive working relationships within and outside of the company. 
• Ability to set priorities and make decisions in a dynamic work environment. 
• Detail-oriented and highly accurate, with excellent follow-up skills. 

The hiring range for this position is: $55,000-$85,000 plus individuals may be eligible for an annual discretionary bonus. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. Epredia offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more.

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TO ALL RECRUITMENT AGENCIES:  Epredia does not accept unsolicited third-party resumes.
 

Building an Inclusive Culture: We are a company that brings the best people together and leverages their varying backgrounds, ideas, and points of view to invent on behalf of all customers. We are committed to equal employment opportunity for all individuals, without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability, medical condition, veteran status, marital status, pregnancy, sexual orientation, gender identity, genetic information or any other protected classes which may exist under applicable federal, state or local law.