Carlisle Companies
The Order Management Specialist (OMS) of the Versico Roofing Systems customer service team serves as the primary liaison between the organization and its business-to-business customers. This role is responsible for managing all aspects of order processing and shipment coordination within an assigned territory. The OMS works closely with all elements of the supply chain to ensure accurate and timely delivery of materials to jobsites and warehouses.
The OMS will excel at building and maintaining strong relationships with both internal stakeholders and external partners, including customers, sales representatives, and regional sales managers. The OMS will manage customer orders from initial entry into SAP through to shipment and invoicing, providing a seamless and customer-focused experience throughout the order lifecycle. Standard hours of operation Monday- Friday 40 hours a week with occasional overtime as needed by the business, opportunity to travel to visit customers and Carlise facilities as needed.
Duties and Responsibilities:
Serve as an advocate for customers in an assigned territory by understanding their requirements and expectations. Manage customer orders and shipments closely to meet and exceed customer expectations for service and delivery. Act as a liaison between customers and business representatives from various internal departments, including credit, production, inventory, shipping/transportation, technical support, product management, and sales. Maintain close contact with customers to ensure an exceptional customer experience. Receive feedback, resolve problems, and initiate improvements on behalf of the customer. Participate in continuous improvement initiatives to drive the customer experience forward. Quickly and accurately receive, coordinate, and process all sales orders based on customers' requests. Sales orders are received via email, phone, fax, EDI, and other means. Interface with entire CCM network of 12-plus manufacturing facilities as well as various third-party suppliers for processing orders. Collaborate with corporate teams in transportation, inventory management, production scheduling, and other supply chain and support teams. Manage any logistics or delivery issues through to resolution. Document customer feedback and issues in our Feedback Management System (powered by Microsoft Dynamics CRM) to enable trend analysis and key performance metrics. Daily management of: Backorders - Review rescheduling reports, coordinate with inventory and production planning, and communicate with customers on backorder situations in a timely manner. Open orders - Review open orders and close out old orders as needed. Maintain a network of appropriate contacts within the various manufacturing facilities. Get information from supply chain and notify appropriate parties of any issues with shipments (over/short/early/late). While most team members handle domestic accounts only, for those with international customers, responsibilities include working with freight forwarders on customs documentation and resolving any related issues. Other duties as assigned. Required Knowledge/Skills/Abilities:
ERP / CRM Proficiency: Skilled in, or quick to learn, enterprise systems such as SAP for material, order, and shipment management, and MS Dynamics for Customer Feedback Management. Communication: Strong verbal and written communication abilities; confident in interacting with all levels of stakeholders. Performance & Initiative: A proactive self-starter with a strong focus on performance. Brings creativity to problem-solving, exceptional organizational skills, and the ability to manage multiple priorities with attention to detail. Customer Advocacy: Actively anticipates needs and resolves issues for both internal and external customers. Views challenges as opportunities and consistently advocates for the customer. Mathematical & Analytical Skills: Competent in pricing calculations and unit conversions; exercises sound judgment, even under uncertainty. Adaptable Decision-Maker: Comfortable with calculated risk-taking, making well-informed decisions in imperfect situations. Education and Experience:
Required:
High School Diploma Two (2) years of experience in customer account management or logistics planning/operations.
Preferred:
Bachelor's degree in Logistics, Operations, or Business-related field. Experience with an ERP system, SAP systems, Microsoft Office, Docuware, and Microsoft Dynamics (CRM) systems.
Working Conditions:
Office Environment with occasional exposure to manufacturing areas. Individual business hours may be 8am-5pm, 7am-4pm or 9am-6pm Monday through Friday depending on geographic territory served.
#LI-KM1
The OMS will excel at building and maintaining strong relationships with both internal stakeholders and external partners, including customers, sales representatives, and regional sales managers. The OMS will manage customer orders from initial entry into SAP through to shipment and invoicing, providing a seamless and customer-focused experience throughout the order lifecycle. Standard hours of operation Monday- Friday 40 hours a week with occasional overtime as needed by the business, opportunity to travel to visit customers and Carlise facilities as needed.
Duties and Responsibilities:
Serve as an advocate for customers in an assigned territory by understanding their requirements and expectations. Manage customer orders and shipments closely to meet and exceed customer expectations for service and delivery. Act as a liaison between customers and business representatives from various internal departments, including credit, production, inventory, shipping/transportation, technical support, product management, and sales. Maintain close contact with customers to ensure an exceptional customer experience. Receive feedback, resolve problems, and initiate improvements on behalf of the customer. Participate in continuous improvement initiatives to drive the customer experience forward. Quickly and accurately receive, coordinate, and process all sales orders based on customers' requests. Sales orders are received via email, phone, fax, EDI, and other means. Interface with entire CCM network of 12-plus manufacturing facilities as well as various third-party suppliers for processing orders. Collaborate with corporate teams in transportation, inventory management, production scheduling, and other supply chain and support teams. Manage any logistics or delivery issues through to resolution. Document customer feedback and issues in our Feedback Management System (powered by Microsoft Dynamics CRM) to enable trend analysis and key performance metrics. Daily management of: Backorders - Review rescheduling reports, coordinate with inventory and production planning, and communicate with customers on backorder situations in a timely manner. Open orders - Review open orders and close out old orders as needed. Maintain a network of appropriate contacts within the various manufacturing facilities. Get information from supply chain and notify appropriate parties of any issues with shipments (over/short/early/late). While most team members handle domestic accounts only, for those with international customers, responsibilities include working with freight forwarders on customs documentation and resolving any related issues. Other duties as assigned. Required Knowledge/Skills/Abilities:
ERP / CRM Proficiency: Skilled in, or quick to learn, enterprise systems such as SAP for material, order, and shipment management, and MS Dynamics for Customer Feedback Management. Communication: Strong verbal and written communication abilities; confident in interacting with all levels of stakeholders. Performance & Initiative: A proactive self-starter with a strong focus on performance. Brings creativity to problem-solving, exceptional organizational skills, and the ability to manage multiple priorities with attention to detail. Customer Advocacy: Actively anticipates needs and resolves issues for both internal and external customers. Views challenges as opportunities and consistently advocates for the customer. Mathematical & Analytical Skills: Competent in pricing calculations and unit conversions; exercises sound judgment, even under uncertainty. Adaptable Decision-Maker: Comfortable with calculated risk-taking, making well-informed decisions in imperfect situations. Education and Experience:
Required:
High School Diploma Two (2) years of experience in customer account management or logistics planning/operations.
Preferred:
Bachelor's degree in Logistics, Operations, or Business-related field. Experience with an ERP system, SAP systems, Microsoft Office, Docuware, and Microsoft Dynamics (CRM) systems.
Working Conditions:
Office Environment with occasional exposure to manufacturing areas. Individual business hours may be 8am-5pm, 7am-4pm or 9am-6pm Monday through Friday depending on geographic territory served.
#LI-KM1