Order Management Specialist

URGENT HIRE: Order Management Specialist – Immediate Start

About Us:

SMC Corporation is a manufacturer of electro - pneumatic and industrial automation components, successful in providing innovative products and solutions to customers across a wide array of industries. Our success has been achieved through our commitment to providing customers with Japanese quality, customer centric design, locally manufactured products backed by unrivalled commercial support.

Are you an experienced Order Management Specialist looking for a new challenge in a structured, compliance-driven environment?

We are seeking an Order Management Specialist to ensure accurate, efficient, and policy-compliant order processing, while supporting customers with order-related enquiries, returns, credit notes, and portal management. This role is crucial for maintaining data integrity, improving automation, and enforcing strict compliance with internal policies and procedures to minimise errors and disputes.

We will offer extensive in-house training to ensure a high degree of compliance to our standard company operating procedures, thus we are looking for a person who possesses both a disciplined approach to resolving automation issues, along with a high attention to detail being paramount to success.

Responsibilities include:

Sales Order Processing & Data Integrity

• Review customer orders for accuracy and completeness, identifying errors such as invalid or superseded part numbers.
• Maintain a touchless order processing approach, managing variations between customer documents and MP5 system data.
• Support the transition of customers to the Automated Order Management Solution to enhance efficiency.

Product Knowledge & Customer Support

• Develop a strong understanding of key product lines to assist with order processing.
• Identify and suggest replacements or alternative products for discontinued items.
• Provide policy-compliant product guidance, ensuring 100% order accuracy and obtaining customer approval before processing changes.
• Communicate product details effectively and assist with order-related enquiries.

Customer Portal Management & Order Processing Compliance

• Manage and update customer portals, ensuring strict compliance with company policies to prevent errors and disputes.
• Enforce strict order placement protocols, ensuring data accuracy before processing.
• Assist customers in transitioning to EDI or standardised invoicing and order submission methods to improve efficiency.
• Develop into a super-user and subject matter expert, ensuring compliance and optimising process efficiency.

Returns, Credit Notes & RA Management

• Process customer returns and credit notes, ensuring strict compliance with company policies.
• Manage Return Authorisation (RA) requests, verifying compliance before approval and processing.
• Coordinate with internal teams to resolve return-related discrepancies efficiently.

Application Support & System Troubleshooting

• Support various business applications such as Esker, Zendesk, MasterPack (MP5) and Microsoft Teams.
• Troubleshoot and resolve application issues, prioritising urgent requests.
• Monitor and respond to open support tickets submitted through Zendesk & Trello.
• Escalate alerts that cannot be resolved to appropriate departments or sections within the business.

Process Improvement & Collaboration

• Identify opportunities for process improvement and contribute to departmental initiatives.
• Collaborate with the IT team on AOE System change requests, issue management, and priorities.
• Communicate and negotiate effectively with customers to encourage the use of AOE solutions or Portals.

Skills and Experience

• 5+ years' experience in sales order processing / order management (gained from manufacturing / industrial sector)
• Excellent interpersonal skills, with the ability to provide exceptional customer service and deliver the right outcome
• Strong customer and negotiation-focused mindset, with the ability to negotiate effectively and escalate when necessary.
• Ability to manage multiple tasks and deadlines efficiently.
• Written and verbal communication is clear, concise, and confident
• Professionalism, flexibility, and adaptability in a fast-paced environment.
• Ability to work under pressure
• Analytical mindset

To help us find out more about you, please ensure you submit a Cover Letter together with your resume.

You can find out more about us in the attached video link.