POSITION SUMMARY

The Customer Service Specialist supports customers and business partners across the United States and Canada by coordinating customer orders, responding to inquiries, maintaining accurate customer and order information, and resolving service issues throughout the order-to-cash process. The role works with Sales, Finance, Supply Chain, Logistics, broker partners, warehouses, and other service providers to support accurate order execution, timely communication, customer satisfaction, and compliance with company and customer requirements.

RESPONSIBILITIES

Customer Service and Order Management

• Provide timely, accurate, and professional service to assigned customers and business partners across direct and broker-supported channels.
• Coordinate customer orders from receipt through fulfillment, including order entry, changes, cancellations, status updates, credits, returns, claims, and other approved customer adjustments.
• Research and resolve order, pricing, availability, delivery, account, and service discrepancies by coordinating with the appropriate internal or external party.
• Communicate order status, expected resolution, and required follow-up clearly to customers, Sales, broker partners, and other stakeholders.
• Escalate customer-impacting issues appropriately and maintain ownership of follow-up through resolution.

Customer Account and Order-to-Cash Support

• Maintain accurate customer, pricing, order, and account information in JDE and related systems in accordance with approved controls and authorization requirements.
• Support the order-to-cash process by researching and providing documentation for deductions, disputes, credits, returns, pricing discrepancies, payment issues, and related customer transactions.
• Coordinate customer setup and account-maintenance activities with Sales, Finance, Tax, IT, and other functional owners.
• Maintain organized records and documentation to support customer service, audit readiness, and timely issue resolution.

Systems, EDI, and Customer Requirements

• Monitor customer portals, EDI transactions, and related service channels to identify order issues, transaction failures, customer requirement changes, and needed follow-up.
• Provide first-level operational and functional support for EDI and electronic order-processing activities, including setup, testing, validation, troubleshooting, and issue resolution in coordination with IT and external service partners.
• Support new customer and transaction setup, system fixes, enhancements, and integration changes by developing or executing business test scenarios, validating results, and documenting issues requiring follow-up.
• Support alignment among customer requirements, EDI platforms, JDE, and internal order-management processes, while following applicable routing, documentation, portal, and compliance requirements.
• Identify recurring EDI, system, or integration issues and recommend practical improvements that reduce manual intervention and improve transaction reliability.

Operational Compliance and Service Support

• Support applicable customer and regulatory documentation requirements, including Canadian export and recycling-related activities assigned to the role.
• Follow established internal controls, customer requirements, and company policies when processing orders, credits, returns, pricing changes, and customer data.
• Support internal and external audits by providing accurate records, transaction support, and required follow-up.
• Coordinate delivery follow-up and customer communications with Logistics, warehouses, carriers, and other partners without assuming ownership of transportation planning or carrier management.

Service Performance and Process Improvement

• Monitor assigned customer-service activities and exception trends to identify recurring issues and improvement opportunities.
• Contribute to customer operations reporting, process documentation, SOPs, work instructions, and internal knowledge resources.
• Recommend practical improvements that increase accuracy, responsiveness, process consistency, and customer experience.
• Participate in cross-functional projects and perform additional duties as assigned.

EDUCATION, EXPERIENCE AND CERTIFICATIONS

Education

• High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.

Experience

• 3+ years of experience in customer service, customer operations, order management, or a related role.
• Experience supporting business-to-business customers; retail, distributor, e-commerce, or healthcare customer experience is preferred.
• Experience with electronic order entry, EDI, customer portals, or similar technologies.
• Experience with ERP systems; JD Edwards or a comparable platform is preferred.
• Experience coordinating with direct customers, sales partners, warehouses, or other external service providers is preferred.

KNOWLEDGE, SKILLS AND ABILITIES

The responsibilities listed below are representative, but not all inclusive, of the knowledge, skills, and abilities necessary to satisfactorily and successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Technical Abilities

• Strong working knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint.
• Working knowledge of customer-service, order-management, and order-to-cash processes.
• Ability to use ERP systems, customer portals, EDI tools, and web-based customer-service platforms, including transaction monitoring, validation, testing, and issue documentation.
• Ability to review order and customer information, identify discrepancies, and communicate clear next steps.
• Ability to learn and adapt to new systems, customer requirements, and operational processes.

Behavior Profile

• Customer-focused, professional, and responsive communication style.
• Strong attention to detail, accuracy, documentation, and follow-through.
• Calm, practical, and solutions-oriented approach to customer issues and time-sensitive exceptions.
• Strong listening, questioning, written, and verbal communication skills.
• Ability to organize work, manage multiple priorities, and communicate status and escalation needs clearly.
• Ability to collaborate effectively with internal teams, customers, and external business partners.
• Ability to thrive in a hybrid work environment.

QUALIFICATION REQUIREMENTS

The requirements listed below are representative of the physical and environmental factors the job holder will encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Physical Requirements

While performing the responsibilities of the job, the employee is often required to talk, hear at normal speaking levels, sit, and use their hands and fingers to type, handle, or feel, including repetitive motions with the wrists, hands, and fingers. The employee is occasionally required to stand, walk, and reach with arms and hands. This is a sedentary position involving sitting most of the time. Vision abilities required by this job include close vision for extensive computer use, reading, and visual inspections.

Environmental Factors

While performing the duties of this job, the employee is primarily in a general office or home office environment. The noise level is usually quiet to moderate. The position is not substantially exposed to adverse environmental conditions.

Travel Requirements

Minimal travel required, less than 5%.

The pay Range for this role is $20-$31.00 an hour annually, however, base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

Omron is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, we comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.