Order Processing Specialist

American Woodmark - Phoenix, AZ

Full-time

Phoenix, AZ

Merchant Wholesalers, Durable Goods

About the position

American Woodmark is one of the nation's largest cabinet manufacturers, dedicated to partnering with major home centers, builders, and dealers to bring the visions of homeowners and designers to life. The company is committed to customer satisfaction, integrity, teamwork, and excellence across its service and distribution centers, corporate office, and manufacturing facilities. As part of its mission, American Woodmark is on a journey to foster an inclusive environment and is taking meaningful actions to promote diverse representation throughout the organization. Every team member plays a vital role in making American Woodmark a place where individuals can express their identities through their work. The Order Processing Specialist position is designed to provide builder service support and account management for the builder center. This role involves scheduling installations, service, and warranty work, as well as ensuring detailed communication regarding product, delivery, and scheduling with all customers and clients. The work performed should align with the company's Mission Statement, CITE Principles, and Timberlake standard operating procedures (SOP). To excel in this role, candidates should possess 3-5+ years of experience in a fast-paced customer service or office environment, preferably with American Woodmark. The ideal candidate will have advanced keyboarding skills, proficiency in Windows-based programs and Microsoft Office applications, and excellent reasoning, decision-making, communication, and organizational skills. Building effective business relationships and working collaboratively with all levels of employees within American Woodmark and its customers is essential. A high school diploma or GED is required, with some college courses beyond high school preferred.

Responsibilities

• Provide builder service support and account management for the builder center.
• Schedule installations, service, and warranty work.
• Communicate detailed information related to product, delivery, and scheduling to all customers and clients.
• Perform data entry and verification of customer orders using current Timberlake SOPs.
• Develop and maintain a proficient working knowledge of Maestro, Order Billing System (OBS), Quality Management Systems (QMS), Timberlake Order Manager (TOM), and other AWC proprietary systems.
• Manage communication to and from customers, subcontract installers, clients, and vendors related to product delivery, availability, specifications, lead times, schedules, warranty, and purchase orders.
• Schedule and assign installations for cabinets and/or countertops.
• Verify ship and installation dates per builders release and schedule.
• Resolve customer-related issues.
• Analyze, verify, and purchase countertops or custom items.
• Assist in achieving proper markup and margins on installation services and countertops.
• Obtain purchase orders and EPOs per policy, as needed.
• Issue credits for pricing and keying errors or price additional work per policy, as needed.
• Support efforts by all members of American Woodmark to continuously improve departmental, location, and company performance.

Requirements

• 3-5+ years' experience with American Woodmark or in a fast-paced customer service or office environment.
• Advanced keyboarding skills required.
• Knowledge of Windows-based programs and Microsoft Office applications.
• Excellent reasoning ability and decision-making skills.
• Excellent communication and organizational skills.
• Ability to build effective business relationships and work effectively with all levels of employees within AWC and its customer's organization and the public.
• Ability to work in a team environment.
• High School Diploma or GED, some college courses beyond high school preferred.

Benefits

• 401(k) matching
• Health insurance
• Paid sick time
• Relocation assistance
• Tuition reimbursement