Assa Abloy Group
Position Summary
The Sr. Order Processing Specialist performs a wide variety of duties to receive, interpret, analyze, coordinate, enter, manage, and follow‑up customer and distributor sales orders through production and shipping. Responsible for providing product and sales information, order status, availability, pricing, and delivery to customers and distributors. This role also maintains appropriate sales records/files and delivers an exceptional customer experience during every interaction. Additionally, the Specialist serves as a resource and part expert for other team members, trains and mentors less experienced staff, and is the main point of contact when the Manager, Sales Operations/Administration is absent.
Description of Essential Job Functions Customer Service Lead
Serve as a resource and part expert for other employees and departments by giving accurate direction and support to answer customer inquiries.
Assist other employees in handling escalated calls and resolving more complex customer issues.
Serve as a mentor and trainer to new or less experienced Order Processing Specialists to ensure they are knowledgeable about our products and processes.
Work with the Manager to identify challenges within the department and assist in continuous improvement.
Assist with the creation and maintenance of Standard Operating Procedures (SOPs) and take lead on special projects as directed by management.
Act as the main point of contact for employees in the Manager’s absence.
Customer Sales Processing
Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor.
Review order transmittals and other paperwork; interpret incoming order documentation to ensure configuration, price, and product requirements are accurate before order entry.
Enter and process confirmed orders in JD Edwards ERP and acknowledge back to the customer within 24‑48 hours.
Maintain processed orders with any product, pricing, scheduling, address, or shipping changes.
Inform the manufacturing/shipping department of any changes affecting those departments using the appropriate backup paperwork; maintain open and closed sales files.
Distributor Sales Processing
Review incoming orders to ensure completeness; contact distributors for clarification of missing information.
Resolve problems to assure orders are processed within established guidelines of discounting, terms, and conditions of sale.
Accurately enter non‑E‑Commerce sales orders into the system and maintain invoicing.
Answer distributor inquiries regarding pricing, availability, and order status.
Distribute the distributor’s open order report weekly, informing them of any delays or shipping issues.
Provide planned ship dates for non‑stock items and expedite where required.
Coordinate dispute resolution from the Distributor Network, including order accuracy, price, freight, collections, and tax.
Sales Support
Answer any sales order questions arising within sales, customer service, or other departments.
Assist with complaints concerning billing or service rendered; refer to designated departments for investigation.
Assist the Manager with maintaining production lead times, pricing discrepancies, distributor correspondence, and internal inquiries.
Collaborate with Sales, Operations, Engineering, and other departments on date management, special requests, freight, and other customer needs.
Participate in various meetings, including Huddle and Operational Review Meetings.
Assist with continuous improvement projects such as lean and Kaizen events.
Other Sales Processing Support Functions (may not be required at all locations)
Investigate and process freight claims, working with carriers and distributors to resolve issues.
Enter replacement orders into the system and process freight claim paperwork.
Provide general product and sales information to distributors.
Inform distributors of current promotions, product offerings, and new or upgraded products.
Train distributors on the 4Front Resource iCustomer eCommerce program.
Perform shipping tracers and provide tracking information.
Coordinate all Returned Product Authorizations (RPAs) including follow‑up and disposition of product to distributors.
Coordinate the processing of warranty claims received from distributors.
Collaborate with technical support to provide troubleshooting and application solutions to distributors.
Assist and train distributors to use 4Front Product Surveys and the iPad Product Survey app.
Supervisory Responsibilities None
Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
High school diploma required; Associate’s degree in Business Administration desirable.
3‑5 years of customer service experience working directly with customers, salespeople, or distributors.
Experience using iPhone and iPad is a plus for the Mequon location.
Computer Skills
Proficient using a personal computer, spreadsheet and word processing software, databases, and automated systems.
Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred.
Experience using manufacturing ERP software, especially JD Edwards.
Certificates, Certifications, Licenses, Registrations
None
Other Skills, Abilities, or Competencies
Strong work ethic, positive attitude, and high level of enthusiasm.
Attention to detail, basic math skills, and the ability to learn the JD Edwards system.
Strong customer communication skills, sense of urgency, and problem‑solving ability.
Customer service orientation, responsiveness, and ability to meet deadlines.
Basic product application knowledge and technical aptitude for mechanical aspects of products.
Organizational skills, ability to work collaboratively across departments, and capacity for independent work in a fast‑paced environment.
Knowledge of material types and specifications used in dock-leveling and warehouse solutions.
Spanish language proficiency is a plus.
Other Qualifications, Experience, or Requirements
Ability to use various office/production equipment such as telephone and photocopiers.
Work beyond the traditional 40 hours per week may be required, including weekends and holidays.
Company Information We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. With nearly 63 000 colleagues in more than 70 countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces safer, more secure, and easier to access.
As an employer, we value results – not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow locally, regionally, or even internationally.
We welcome new people on board, and it’s important for us to have diverse, inclusive teams – we value different perspectives and experiences.
#J-18808-Ljbffr
Description of Essential Job Functions Customer Service Lead
Serve as a resource and part expert for other employees and departments by giving accurate direction and support to answer customer inquiries.
Assist other employees in handling escalated calls and resolving more complex customer issues.
Serve as a mentor and trainer to new or less experienced Order Processing Specialists to ensure they are knowledgeable about our products and processes.
Work with the Manager to identify challenges within the department and assist in continuous improvement.
Assist with the creation and maintenance of Standard Operating Procedures (SOPs) and take lead on special projects as directed by management.
Act as the main point of contact for employees in the Manager’s absence.
Customer Sales Processing
Communicate with customers by phone, in person, or via email to receive orders for manufactured and/or aftermarket products and labor.
Review order transmittals and other paperwork; interpret incoming order documentation to ensure configuration, price, and product requirements are accurate before order entry.
Enter and process confirmed orders in JD Edwards ERP and acknowledge back to the customer within 24‑48 hours.
Maintain processed orders with any product, pricing, scheduling, address, or shipping changes.
Inform the manufacturing/shipping department of any changes affecting those departments using the appropriate backup paperwork; maintain open and closed sales files.
Distributor Sales Processing
Review incoming orders to ensure completeness; contact distributors for clarification of missing information.
Resolve problems to assure orders are processed within established guidelines of discounting, terms, and conditions of sale.
Accurately enter non‑E‑Commerce sales orders into the system and maintain invoicing.
Answer distributor inquiries regarding pricing, availability, and order status.
Distribute the distributor’s open order report weekly, informing them of any delays or shipping issues.
Provide planned ship dates for non‑stock items and expedite where required.
Coordinate dispute resolution from the Distributor Network, including order accuracy, price, freight, collections, and tax.
Sales Support
Answer any sales order questions arising within sales, customer service, or other departments.
Assist with complaints concerning billing or service rendered; refer to designated departments for investigation.
Assist the Manager with maintaining production lead times, pricing discrepancies, distributor correspondence, and internal inquiries.
Collaborate with Sales, Operations, Engineering, and other departments on date management, special requests, freight, and other customer needs.
Participate in various meetings, including Huddle and Operational Review Meetings.
Assist with continuous improvement projects such as lean and Kaizen events.
Other Sales Processing Support Functions (may not be required at all locations)
Investigate and process freight claims, working with carriers and distributors to resolve issues.
Enter replacement orders into the system and process freight claim paperwork.
Provide general product and sales information to distributors.
Inform distributors of current promotions, product offerings, and new or upgraded products.
Train distributors on the 4Front Resource iCustomer eCommerce program.
Perform shipping tracers and provide tracking information.
Coordinate all Returned Product Authorizations (RPAs) including follow‑up and disposition of product to distributors.
Coordinate the processing of warranty claims received from distributors.
Collaborate with technical support to provide troubleshooting and application solutions to distributors.
Assist and train distributors to use 4Front Product Surveys and the iPad Product Survey app.
Supervisory Responsibilities None
Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
High school diploma required; Associate’s degree in Business Administration desirable.
3‑5 years of customer service experience working directly with customers, salespeople, or distributors.
Experience using iPhone and iPad is a plus for the Mequon location.
Computer Skills
Proficient using a personal computer, spreadsheet and word processing software, databases, and automated systems.
Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred.
Experience using manufacturing ERP software, especially JD Edwards.
Certificates, Certifications, Licenses, Registrations
None
Other Skills, Abilities, or Competencies
Strong work ethic, positive attitude, and high level of enthusiasm.
Attention to detail, basic math skills, and the ability to learn the JD Edwards system.
Strong customer communication skills, sense of urgency, and problem‑solving ability.
Customer service orientation, responsiveness, and ability to meet deadlines.
Basic product application knowledge and technical aptitude for mechanical aspects of products.
Organizational skills, ability to work collaboratively across departments, and capacity for independent work in a fast‑paced environment.
Knowledge of material types and specifications used in dock-leveling and warehouse solutions.
Spanish language proficiency is a plus.
Other Qualifications, Experience, or Requirements
Ability to use various office/production equipment such as telephone and photocopiers.
Work beyond the traditional 40 hours per week may be required, including weekends and holidays.
Company Information We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. With nearly 63 000 colleagues in more than 70 countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces safer, more secure, and easier to access.
As an employer, we value results – not titles or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow locally, regionally, or even internationally.
We welcome new people on board, and it’s important for us to have diverse, inclusive teams – we value different perspectives and experiences.
#J-18808-Ljbffr