The position is primarily responsible for the timely and accurate booking of Purchase Orders submitted through various communications channels. The Order Specialist reports to the Customer Service Manager.

Job Functions:

• Timely and accurate entry and booking of Purchase Orders (POs)
• Clear understanding of PO terms, including those required for accurate PO entry to reduce exceptions and errors
• Understanding of pricing & pricing tables, promotions and the process to verify pricing
• Works closely with cross-functional partners when customer accounts are on a hold, so orders can be booked in a timely manner
• Enter orders with standard lead time, and/or work with planning to assign ship dates for expedites and other special requests and provide order verification to customers on a timely basis
• Advanced communication to customers on order changes, acknowledgements, confirmation and past due/ back order
• Understand and update customer records in Oracle to ensure purchase orders and acknowledgements to customers are accurate
• Communicate with customers and sales people to resolve discrepant sales orders in a timely manner
• Understand and act on relevant Order Management EBS reports (including but not limited to one-hold, entered not booked, broken cartons, short lead-time, etc) to ensure timely entry and fulfillment of orders as well as early communication to customers, when delays are expected
• Assist with credits, returns and phone queue on an as needed basis
• Develop an understanding of KV’s standard work practices, sales territory assignments, product availability and Special Pricing Agreements including fees added to pricing agreements including small order, tariff or promotional/show pricing discounts
• Manage all daily work through Salesforce cases
• Participate in process and product training is required
• Delivery of Order Management training/onboarding for other CSRs or others outside of Customer Service
• Other duties as assigned

Competencies:

• Continuously develop and expand knowledge of KV’s systems and procedures, including continuous improvement opportunities
• Ability to maintain a broad view of the organization and department as well as strike a balance between written process and common-sense practices as situations arise
• Self-confident with ability to assess situations and make sound decisions and/or solve problems autonomously

• Ability to comprehend and retain large amounts of information and to demonstrate order management expertise
• Strong sense of urgency
• Commitment to continuous improvement
• Customer-focus balanced with KV business sense
• Problem solver
• Ability to set priorities
• Active Listener
• Handles multiple tasks at a time

Requirements:

• Work Experience: Minimum 2-years of experience in Customer Service or related field

• Computer Skills: Proficient in MS Office (Excel, Word, PowerPoint) and Outlook, Excellent Data entry skills with ability to process large amounts of information both efficiently and accurately
• Organization Skills: Strong organizational skills with ability to handle multiple priorities efficiently, effectively and accurately
• Communication Skills: Good verbal and written communication skills and good interpersonal skills with ability to deal with individuals at all levels, both inside and outside the organization

• Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear and use fingers and hands. 
• Physical Environment:  Normal office environment; manufacturing and warehouse environment and exposure to moving equipment 

Preferred Requirements:

• Education: Associates Degree
• Computer Skills:  Experience working with Salesforce, Oracle
• Work Experience: Experience processing return orders, manufacturing environment

Acknowledgement:

This job description is provided to briefly describe the work required for this position.  This job description does not state or imply these are the only responsibilities or duties for the position. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.