Order Management Coordinator

POSITION SUMMARY

The Order Management Coordinator manages customer relationships and provides technical and service support by

communicating responsively, resolving issues promptly, and delivering an exceptional customer experience.

RESPONSIBILITIES -

Customer Relations

• Manage assigned customer accounts with minimal supervision.
• Serve as the primary point of contact for post-shipment inquiries, coordinating warranty claims, service

requests, and issue resolutions.

• Conduct follow-up outreach to confirm issue resolution and customer satisfaction.
• Respond promptly and effectively to post-delivery questions and concerns.
• Maintain strong customer relationships and proactively identify future needs.
• Monitor market trends, customer needs, and industry developments to identify opportunities that improve

customer satisfaction and support business growth.

• Crosstrain on multiple product lines to provide team coverage and support.
• Perform other responsibilities as assigned.

Technical

• Resolve escalated customer concerns, including complaints, complex billing questions, account disputes, and

cancellations.

• Support root cause investigations related to customer issues.
• Participate in onsite customer audits and support audit preparation activities.
• Identify opportunities to improve customer service processes and workflows.
• Incorporate Kelvion's Standard of Excellence, including its commitment to quality, into every product and

service provided.

• Comply with all Quality Management System requirements.

Corporate / Site

• Follow all company policies and procedures, including the Global Code of Business Principles, Code of Ethics

and Business Conduct, and Operational Framework.

• Demonstrate high ethical standards and promote a culture of honesty, integrity, and One Team collaboration.
• Comply with all applicable government and corporate laws, rules, regulations, policies, and procedures.

REQUIREMENTS (KNOWLEDGE, SKILLS & ABILITIES)

• Strong communication, analytical, and organizational skills.
• Proficiency in Microsoft Office and the ability to learn ERP or other software systems.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Effective time management and goal-achievement skills.

COMPUTER SKILLS

• Personal computer skills including electronic mail, record keeping, routine database activity, word processing,

spreadsheet, graphics, ERP systems, etc.

• Previous experience with Made2Manage preferred

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable

accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE (required levels)

• Associate's degree or higher in related field with 2+ years of related experience or High school diploma, general

education degree or equivalent with 4+ years of related experience

• Experience in manufacturing or oil & gas industries is a preferred

PHYSICAL REQUIREMENTS

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 accommodation may be made to enable individuals with disabilities

to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel;

and reach with hands, arms, and shoulders. The employee is occasionally required to walk; sit; climb or balance; stoop,

kneel, crouch, or crawl; and talk and hear. The employee must regularly hand lift and/or move objects up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth

perception, and ability to adjust focus.

TRAVEL

Some travel may be required.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing

the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to

perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to wet and/or humid conditions; moving

mechanical parts; high, precarious places and vibration. The noise level in the work environment is moderate.

Nothing in this position description restricts executive management's right to assign or reassign duties and responsibilities

to this job at any time. You will be evaluated in part based upon your performance of the task listed in this job description,

as well as other tasks assigned to you. The job description is not a contract for employment, and either you or the employer

may terminate employment at any time, for any reason.