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Position Summary Serve as the primary contact for clients and customers, handling order placement, inquiries, and issue resolution through various communication channels.

Essential Functions

+ Enters and manages orders from all sources, e.g., email, phone, fax, online, etc., and handles any order exceptions, updates, or corrections.

+ Manages open orders, including working with the appropriate team members on backorders

+ Responds to answer client/customer concerns or complaints and ensures that all inquiries are handled and documented in a timely and professional manner.

+ Escalates risk or unresolved order-related issues to the appropriate team member or management for support to resolve.

+ Ensure that all order execution is completed on time and in a manner that satisfies service level requirements.

+ Collaborate with management and/or the clients, as directed, to maintain the integrity of the order management processes.

+ Interfaces with various departments to ensure deliverables are being completed on time and within SLAs.

+ Pay attention to the details of procedures and requirements to ensure proper billing to the client, including timely and accurate closing of work to prepare for the billing process.

+ Update client business rule documentation, ensuring that internal key stakeholders are aware of business process changes.

+ General understanding of client contractual requirements to ensure adherence and ability to recognize client requests that are outside contract requirements and escalate to management before proceeding.

+ Support and maintain all corporate quality standards, policies, procedures, and work instructions as outlined in the company process documentation.

+ Ensure customer satisfaction by preventing the occurrences of nonconformities relating to product, process, and quality.

+ Proactively generates continuous improvement ideas, including improved efficiencies and cost savings, and ensures that the most efficient processes are used.

+ Act as backup to other team members

+ All other duties as assigned.

Communication

+ Works to ensure overall client satisfaction through internal and external communication channels.

+ Support client development and other key personnel to provide work insights for client business reviews or internal corporate review, as appropriate.

+ Communicate with supervisor/manager when new business opportunities are identified.

+ Provides world-class customer service and after-order care for clients.

+ Troubleshoot and resolve potential client concerns; making decisions in the best interest of the Company and the client or escalating issues as appropriate to the proper level of management.

Position Requirements

+ Associates' or Bachelor's degree preferred.

+ Minimum 1-year experience in customer service, supply chain, or order management role.

+ Ability to handle tasks requiring attention to detail.

+ Experience with using an order management system and the ability to learn new systems.

+ Ability to work in a fast-paced, high-output environment.

+ Ability to multitask and prioritize job tasks.

+ Ability to work independently and in a team environment.

+ Strong written and verbal communication skills.

+ Accurate data entry and spelling skills.

+ Strong general computer skills, including MS Office Suite.

+ Professional appearance and demeanor.

This is a hybrid role, with a need to be in the office monthly.

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.

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