Customer Success Orders Facilitator

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a detail-oriented and organized Customer Success Orders Facilitator to join our dynamic team. The ideal candidate will be responsible for managing and processing sales orders efficiently while ensuring exceptional customer service. This role involves interacting with customers, handling order data, and coordinating with various departments to ensure timely and accurate order fulfillment. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the Customer Success Manager.

Duties and Responsibilities

• Order Processing: Accurately enter and process sales orders into the company's order management system. Verify order details, including product availability, pricing, and shipping information.
• Customer Communication: Serve as the primary point of contact for customers regarding order status, modifications, and inquiries. Address and resolve any issues or discrepancies in a timely manner.
• Data Entry: Maintain and update customer information and order history, ensuring all records are accurate and current.
• Coordination: Work closely with the Sales, Field Service, Warehouse, and Shipping and Receiving Teams to ensure smooth order placement. Address any issues that may arise during the processing and delivery stages.
• Documentation: Prepare and maintain order documentation, including Customer Purchase Orders, Sales Order Confirmations and Matrix Purchase Order Requests. Ensure compliance with company policies and procedures.
• Customer Credit Health: Request updated Credit Status from Accounting as needed for the processing of Sales Orders.
• Problem Solving: Identify and resolve order-related issues, such as order discrepancies, shipping delays, and product returns. Escalate unresolved issues to the appropriate department. Provide insights to improve operational efficiency.
• Reporting: Generate and analyze reports related to order processing and customer feedback.
• Support Role: Provide Backup Support to the Customer Success Team.
• Other tasks as assigned by the Customer Success Manager.

Qualifications & Competencies

• Education: High school diploma or equivalent required.

• Experience: Previous experience in order processing, customer service, or a related administrative role is preferred.

• Skills:

• Strong attention to detail and accuracy in data entry.

• Excellent communication and interpersonal skills.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) NetSuite and order management software.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Problem-solving skills and a proactive approach to resolving issues.

• Attributes:

• Team player with a positive attitude.

• Ability to maintain confidentiality and handle sensitive information.

• Strong organizational skills and ability to manage time effectively.

Working Conditions

• The general working conditions for this position are in an office setting.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #LI-Onsite

Benefits

• First day coverage of all benefits - no waiting period
• No premium medical, dental and vision insurance - working spouse must take major medical at their place of employment if offered
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership
• ESports Room