Order Processor

Title: Order Services Support Representative

Summary

Manage end-to-end order operations, including order processing, fulfillment coordination, customer support, and order issue resolution. Serves as a key point of contact for customers, account representatives, and internal teams, ensuring timely and accurate order execution. This role requires strong attention to detail, independent decision-making, and effective communication while maintaining high standards of customer service and operational accuracy.

Duties and Responsibilities

• End‑to‑end order operations, including order processing, fulfillment coordination and customer order support.
• Own daily execution, workload balancing, and performance management using our ERP system.
• Works well under pressure and works independently without the assistance of a team.
• Serve as a point of contact for complex or high‑priority order issues, driving timely resolution and root cause corrective actions.
• Takes incoming calls from account representatives and assists them in sales support activities such as order processing, samples, and literature.
• Partner with Sales, Customer Service, Logistics, Warehousing, and other Supply Chain teams to ensure seamless order execution and issue resolution.
• Takes incoming calls from pharmacies, nursing homes, and distributors regarding products, pricing inquiries, deliveries and statuses.
• Monitors order services email for daily tasks from customers, distributors and all internal departments.
• Processes purchase orders received from distributors, pharmacies, account managers, internal employees and customers via e-mail and EDI in a timely manner.
• Provides e-mailed confirmations for every order placement and communicates this to all customers.
• Is consistent with following up on purchase orders, inquiries, account information, from customers, contracts, sales managers and all internal ARKRAY departments.
• Handles order processing and other duties related to the servicing of accounts and customers.
• Maintains the highest possible standards of customer service and takes extra steps necessary to find solutions and resolutions for customers and account representatives.
• Strives to maintain an error rate of less than1% in all work done.
• Maintains detailed notes regarding accounts, back orders and all special needs or requests.
• Assists in processing customer returns or credits for damage, shortages and short-dated products.
• Processes orders, returns or replacements for Technical Support.
• Provides customers and account managers with tracking numbers and confirmations for their orders consistently.

Knowledge and Skills

• 1 to 2 years of customer service experience
• Strong understanding of order management processes, logistics coordination, and customer support operations.
• 35 WPM typing skills
• Ability to learn our server-based software and PC packages (Word, Excel, etc.)
• Efficient in ERP systems
• Ability to maintain a positive attitude
• High School Diploma or equivalent