Customer Experience: Order Management Specialist

Jet Park

 

About Us

We are committed to helping you reach your professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employee, which, in turn, spurs innovation, generates creative solutions and enhances our customer relations. 

If you share our passion for inspiring progress—for bringing about bold shifts in how people, economies and societies operate—then you belong with Ingersoll Rand.

 

Job Summary

The position of Sales Coordinator will be located in the Ingersoll Rand Offices in Jet Park, South Africa. 

The Customer Experience – Order Management Specialist plays a vital role in ensuring first-class customer support by coordinating multiple teams to follow up on the progress of customer orders and resolving any barriers within the order-to-delivery process. This position is responsible for investigating and resolving customer claims, billing invoices, and maintaining effective communication with customers regarding order status and potential issues. The Order Management Specialist will report directly to the CX Supervisor and will actively collaborate with various departments to ensure smooth operations and continuous improvement.

 

 

Responsibilities

Open order books –resolving any issues related to smooth progress of the order. Following up on requests to expedite an order, confirming availability of goods and lead times with relevant departments. Communication – Proactively communicate with internal/external customers regarding order status, delays, and any issues that may arise. Ensure timely and accurate information is provided to maintain customer satisfaction and trust. Claims – investigating and resolving customer claims and disputes within agreed SLA with relevant departments. Issuing credit notes and manual debit notes. NWC process to be followed with all required approvals. Billing – billing invoices and issuing manual delivery notes. On time actioning is imperative. Salesforce – handling Salesforce cases following the standard usage, with regular updates of salesforce categories and case progress. Standard Salesforce usage contributes to easier reporting of barriers for effective execution of customer’s request, which falls under Order Management Specialist daily standard work. Coordination with other departments –active coordination with other customer experience and other teams. Most frequently the Order Management Specialist internally interacts with AM customer-facing team, credit management team, warehousing, logistics, master data teams and purchasing. Supporting continuous improvement culture – playing critical part in continuous improvement culture of the team in terms of identification of any barriers of execution, opportunities to increase customer satisfaction and raising this with CX improvement teams. If agreed also participating in various improvement projects. Revenue Impact Communication – Ensure that any concerns or issues that could negatively affect revenue are promptly communicated to the CX Supervisor. This includes potential delays, order cancellations, or any other barriers that might impact financial performance. Adhere to SOPs: Follow all internal processes and Standard Operating Procedures meticulously to ensure compliance and proper order management.

 

Basic Qualifications

Basic Qualifications

Education: Matric or equivalent required; Diploma in in business, operations, or a related field preferred. Experience: At least 3-5 years of experience in a sales support or direct sales role, ideally within a technical or industrial environment such as air compressors or other equipment. Organizational Skills: Strong ability to prioritize tasks, manage multiple internal stakeholders, and coordinate various administrative activities simultaneously. Problem Solving: Excellent problem-solving skills, especially in fast-paced environments where urgent issues may arise. Customer Service: Exceptional customer service skills with a focus on maintaining client satisfaction and managing expectations, for both internal & external customers. Technical Knowledge: Basic understanding of air compressor systems and related spare parts, or the ability to quickly learn and apply technical knowledge. Systems Proficiency: Proficient in-service management software: Syspr/ Oracle / Siebel /Jaggaer, CRM systems, Qlik Reporting and Microsoft Office Suite (Excel, Word, Outlook,Teams). Attention to Detail: High attention to detail with the ability to manage records, schedules, and documentation with accuracy.