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Title

Order Management Specialist 

About the Organization Palmer Holland is a quickly expanding international specialty chemical distributor based in Westlake, OH and operating in the United States and Canada. Palmer Holland represents many of the most recognized manufacturers from around the world. Our customers and principals are rooted in the Agriculture, CASE (coatings, adhesives, sealants, elastomers), Health & Nutrition, Lubricants, and Plastic industrial sectors.





As an independently-owned sales and marketing organization, we have the opportunity to make decisions which are in the best, long-term interest of the employees, customers, and principals we serve. Our sellers work with customers to solve problems and test and re-test different specialty products in order to find the one that will do what the customer needs. The dedication from our employees to continually improve their knowledge base and provide commitment to outstanding technical and customer service enables Palmer Holland to thrive as an industry leader.





As an employer, Palmer Holland's goal to remain independent is solidified through operating as a privately held Employee Stock Ownership Plan (ESOP) with an ownership team made entirely of employees. Palmer Holland views our employees as our most valuable asset. We offer our employees a fun work atmosphere, healthy work-life integration, and varying opportunities for professional development. We are known for having a culture that emphasizes having fun, being healthy, and working hard. Our office has advanced technology along with a shuffleboard table, putt-putt greens, and treadmill workstations. In the field, our sales team has the tools to make critical decisions on the spot to better respond to customer needs, ultimately forming strong relationships. We believe in providing a work culture that engages employees, encourages growth, and promotes success.  
Category Customer Service  
Position Order Management Specialist  
Description

The Order Management Specialist works in conjunction with customers, sales, and operations to maintain ownership of order processing from order entry to order delivery. This position ensures that new and open orders are process accurately and timely. Additionally, Order Management Specialists communicate with customers on modifications to orders and expectations regarding order fulfillment.

Essential tasks of the position

  • New order entry and validation through ERP and other technology systems.
  • Communicate with the Account Manager regarding special pricing by item, by order, etc.
  • Open order management through adjustments to order holds, shipping dates, and transaction specific remarks/notes.
  • Work with Supply Chain to ensure timely order fulfillment.
    • This includes but is not limited to incoming material status and expedites; additions or changes needed to open purchase orders; drop ship status follow up, and freight quotes.
  • Communicate with the accounting team about rush sales orders on credit hold; credit card orders; CIA orders.
  • Communication of order acknowledgements, confirmations, or adjustments in shipping expectations to the customer.
  • Coordination with warehouses and carriers to ensure order shipment and delivery, including escalating urgency based on order dynamics.
  • Interact with customers regarding details around order management and order shipping.
  • Management of order related data integrity checks.
  • Maintenance of standardized or specific remarks to meet customer requirements and assure consistency in information relayed to internal customers, warehouses, and carriers.
  • Coordinate sales/management communication when insufficient material due to allocation.
    • Validate/reject orders
    • Move material between accounts
    • Review allocation backorders and take necessary action
  • Backup Support for Customer Experience Leads and Sales Support Specialists

Quality:

Activities of the position affect quality including quality objectives. Responsibilities and authorities include where appropriate:

  • Initiate action to prevent the occurrence of any nonconformities relating to product, process, or quality system, up to and including when necessary, stopping production to correct quality problems.
  • Identify and record any problems relating to the product, process, and quality system.
  • Document problems, steps taken for resolution and preventative action in CRM software and notifying all parties required.
  • Initiate, recommend, or provide solutions through designated channels.
  • Verify the implementation of solutions in areas under your control.
  • Control further processing, delivery, or installation of nonconforming product until the deficiency or unsatisfactory condition has been corrected.
  • Perform duties and tasks as prescribed in company policies, procedures, and work instructions.

Note:

The outline of duties is not arranged in order of priority. These duties are not meant to restrict initiative, but to describe baseline activities. These duties will from time to time be altered to suit the needs of the company.

We are a tobacco free, professional environment.

 
Location Corporate Office  
Position Requirements

Education:

  • 4-year degree or equivalent work experience in this industry or related field required.

Experience:

  • Minimum of 3-5 years in customer service or administrative assistant position, and/or equivalent experience required.
  • Experience in distribution or chemical industry preferred.

Knowledge/Skills:

  • Strong, accurate clerical skills, data entry and typing
  • Expert level of expertise in MS Office
  • Ability to maintain professional conduct that always exemplifies the corporate policies, particularly when interacting directly with internal and external customers
  • Ability to handle sensitive information with confidentiality and discretion
  • Proficient at multi-tasking

Competencies:

Accuracy, Active Listening, Communication (Oral and written), Conflict Resolution, Customer Oriented, Detail Oriented, Enthusiastic, Initiative, Organized, Patience, Relationship Building, Reliability, Time Management, Working Under Pressure

Physical Requirements:

  • Satisfactory motor skills relevant to position
  • Ability to sit for extended periods of time
  • Ability to lift up to 25 pounds
 
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Travel Requirements  

This position is currently accepting applications.

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