Order Processing Coordinator

Full-time

Whitestown, IN

About the position

The Order Processing Coordinator plays a crucial role in ensuring the smooth and efficient processing of customer orders at Kattsafe. This position is responsible for maintaining customer satisfaction by accurately processing orders, coordinating with various internal departments, and addressing any issues that arise during the order fulfillment process. The coordinator collaborates closely with the sales team, operations team, warehouse personnel, and customer service to guarantee timely and accurate delivery of products.

Responsibilities

• Efficiently receive cases in Salesforce or email and promptly assign them to the appropriate team member.
• Ensure team members are accountable for their case queues and closing cases within the expected lead times.
• Collaborate with the warehouse team to coordinate order fulfillment activities, including inventory availability, picking, packing, and shipping.
• Ensure orders are processed and shipped within specified timelines.
• Provide customers with order confirmation documentation, including order number, ship date, and tracking information, once the order is processed and fulfillment activities are coordinated with all stakeholders.
• Maintain effective communication channels with internal teams, sales, customer service, and operations, to address any issues or concerns related to order processing, inventory, or shipping.
• Provide regular updates on order status to relevant stakeholders.
• Proactively identify and address potential issues or delays in order fulfillment.
• Collaborate with relevant departments to resolve problems and ensure customer satisfaction.
• Escalate complex issues to the appropriate manager.
• Maintain accurate and up-to-date records of customer orders, changes, and cancellations.
• Generate reports and metrics related to order processing and fulfillment activities as needed.
• Assist the customer service team in handling inquiries, order changes, and other customer-related issues.
• Provide exceptional service and support to customers, ensuring their needs are met throughout the order process.
• Continuously identify opportunities to improve order processing workflows and systems.
• Propose and implement process enhancements to increase efficiency and accuracy.
• Oversee the opening of customer accounts, working with finance to ensure creditworthiness.
• Perform additional tasks as required to support the team and organizational goals.

Requirements

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Proven experience in order processing or customer service-oriented role required.
• Familiarity with order management systems and ERP software; INFOR & Salesforce preferred.
• Strong attention to detail with the ability to maintain accuracy in a fast-paced environment.
• Excellent organizational and time management skills.
• Effective communication and interpersonal skills.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in Microsoft Office Suite.
• Ability to work collaboratively within a team and independently.

Benefits

• Generous base salary along with quarterly bonus potential
• 401K company contribution
• Excellent healthcare options provided including packages at no cost to the employee
• ‘OUTBOUND' the game - weekly activity incentive program