Order Management Specialist

Laundrylux is North America’s leader in commercial laundry with a legacy of providing state-of-the-art laundry equipment and business solutions to laundromat owners, laundry distributors, and new investors across the United States and Canada. We are a forward thinking company that is revolutionizing our industry, and we want you to be a part of the change.

What we are looking for:

As the Laundrylux Customer Support Account Manager, you are the primary point of contact for our distributors and customers supporting brands and delivering a world-class customer experience within our market segments. Aligned with our Sales Executives, Financing Teams, Accounting, Fulfillment and Warehouse/Logistics, the Customer Support Account Manager’s primary focus is to ensure world-class customer service by proactively finding resolutions that meet the customer and Laundrylux business objectives.

Before we continue to dive into the requirements for the role let’s talk about Why you should join Laundrylux?

Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment.

Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning

Diversity Initiatives: We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company.

Laundrylux Benefits:

• We offer a comprehensive health benefits package including medical and dental plans as well as 401(k) and so much more! Ask our recruiting team for more information.

Back to the role:

What you will do:

• Support Customer Care by assisting with team questions and identifying best practices.
• Participate in training new team members and continuing support for existing team members.
• Create and maintain documented processes to ensure that they remain up to date.
• Maintain the Customer Care shared folders in Egnyte so that resources can be readily accessed by team members.
• Provide back-up and flexible support where needed across Customer Care and Parts. This includes (but is not limited to): RMAs, credits, vacation coverage, case management, phone coverage, etc.
• Serve as primary point of contact for all customers in your territory by building and maintaining long-term strategic relationships with the Sales Team, customers, and inter-departmental teams.
• Enter and maintain detailed sales orders into Epicor including correct PNC’s (machines, parts, and ancillary), pricing, discounts, special sales programs, addresses, territory, mark for, order type, quantity, etc. This includes following up with customers regarding incomplete information or discrepancies on their POs.
• Maintain a shared inbox to monitor incoming orders and revisions and track pending requests. Acknowledge receipt of customer PO through email.
• Collaborate with the finance and accounting departments to get orders released in a timely manner.
• Work with Customers to understand their timelines, needs, and shipping requirements to process accordingly.
• Ensure on time shipment of customers’ orders by working with the Fulfillment and Operations Teams.
• Identify and proactively handle delivery delays.
• Arrange dock appointments with the Operations team and get BOLs once scheduled.
• Work with customers to resolve shipment issues, i.e., damages, missing parts, wrong parts sent.
• Provide weekly open order reports to customers and RBDMs.
• Provide freight quotes, inventory availability, and order status updates upon request.
• Process credits, debits, and RMAs as assigned.
• Identify the root cause of issues and offer viable solutions to improve our efficiency, accuracy, current sales support processes, and customer relationships.
• Answer the sales phone queue and assist customers or forward to the correct department for assistance.
• Uphold all Customer Care service level agreements.
• Perform other duties as assigned.

What you should have:

• Excellent interpersonal skills and ability to establish rapport and trust with customers and the team.
• Proactive team player that can identify process gaps and willing to jump in to help wherever needed.
• Experience training others and documenting procedures.
• Outstanding attention to detail and commitment to accuracy.
• Minimum 5 years professional Account Management experience in a sales support, wholesale, or manufacturing environment preferred.
• Ability to work autonomously with little supervision.
• Ability to collaborate with internal departments positively and proactively.
• Excellent active listening, verbal, and written skills.
• Ability to shift priorities in a fast-paced environment.
• Aptitude to learn new systems and processes.
• Proficiency in MS Office
• 4 years college preferred
• Sales or logistics experience a plus
• Bi-lingual a plus but not required

Salary Range:

$55,000-$65,000 plus Bonus

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person