Order Management Assoicate

About Us:

Master Builders Solutions is a global brand of advanced chemical solutions for construction. Our comprehensive portfolio includes sustainable concrete admixtures and underground construction solutions. We constantly strive to solve tomorrow’s challenges through our talented people, sound science, innovation, and communication with our global partners. We provide new solutions to satisfy industry demand for specific structure strengths while understanding the need for sustainability and environmental consciousness.

Role Overview:

The Order Management Associate will be a part of the Customer Support team and will report directly to the Order Management Supervisor of Master Builders Solutions Admixture U.S. LLC. The primary function of the role is order management E2E, i.e., order entry, confirmation of stock availability and allocations, communication regarding ability to meet request dates, proactive and reactive identification and resolution of order, delivery, and billing issues. This individual will be responsible for answering and resolving matters through incoming calls on both their direct as well as our 800-line queue. They will also be responsible to collaborate with teammates to manage group mailboxes and respond to various requests for service and/or documents internally and externally.

Responsibilities:

• Primary point of contact for order entry and order related communications.
• Responsible for accurate and timely entry of all manual orders, samples, returns or order changes.
• Order confirmations and communications regarding ability to meet initial request dates.
• Follow up on credit releases for urgent orders.
• Communicate and coordinate expedite requests.
• Management of 800-line queue and voice mailbox.
• E-commerce order reviews and releases.
• Entry and management of NCMs and billing adjustments
• Provide POD, invoices and other order related documents upon request.
• Enter internally reported NCM’s into ERP System
• Manage order related issues start-to-finish, including managing weekly exception reporting.
• Other relevant tasks as requested by management.

Formula for Success

• Timely and accurate responses to communication exchanges and tasks assigned.
• Follow standardized process and best practices.
• Able to pivot as SOP changes occur either temporarily or permanently.
• Provide an excellent customer experience with every exchange; internal and external.
• Demonstrate ownership and a sense of urgency for all requests.
• Demonstrate pro-active team support in call and order queue management.
• Drive continuous self-improvement and development.
• Identify and assist in process improvement to prevent repeat issues or errors.

Position Requirements

• Positive, flexible, team-oriented attitude
• Ability to work additional hours based on business need.
• Proficiency in Microsoft products is preferred.
• Excellent verbal and written communication skills
• Ability to work quickly and accurately under pressure, time and volume demands.
• Ability to resolve conflict calmly and objectively.
• Highly organized and pro-active in approach to all responsibilities.
• 8 hours shifts are available between the hours of 8:00 am – 6:00 pm EST.
• Discretionary hybrid schedule available; 3 days in office/2 day remote

What We Offer:

As an employee of Master Builder Solutions, you will enjoy competitive health and insurance plans, robust retirement benefits with company-matching contributions, and continuous opportunities for learning and growth. Our work environment fosters collaboration, teamwork, and safety. We reward our employees with challenging and rewarding experiences, ongoing educational development, and a commitment to lifelong learning. Join our team and take ownership of your role while positively impacting our global organisation.

We believe in empowering our employees to make informed decisions based on their experiences, taking ownership of their responsibilities, and driving positive action towards rewarding goals. Regardless of your role, we encourage you to provide leadership and contribute to the success of our company.

Build your career with Master Builders Solutions and be part of a dynamic and rewarding journey!

Note:

Master Builders Solutions is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Location: Beachwood, OH