Ecommerce Order Management Support / Indianapolis

Ecommerce Order Management Support
Remote position (Team is in Indianapolis, IN)
Shift Hours: 9am - 6pm EST, flexible however for the right candidate
6+ month contract (potential to be extended)
Hourly Rate - $32-35/hr

Orion Group is seeking an E-commerce Order Management Support Coordinator to provide customer service by assisting customers, processing orders and resolving all online order management issues. This position will support our national medical device client remotely (open to US candidates only!)

Responsibilities:
* Assists customers with inquiries or issues concerning orders, online account registration or logins.
* Handles customer emails and ecommerce orders.
* Provides thorough, timely responses and resolution to all customer requests and issues.
* Assists with online order tracking, setting up new scheduled orders, & site navigation inquiries.
* Assists with login, password, and other account access issues.
* Maintains effective communication with customers to ensure accurate billing and shipments.
* Manage specific offline projects and daily operations activities.
* Applies knowledge and skill to complete a wide range of tasks.
* Assists with e-procurement and e-commerce order management program tasks (Punchout, Scheduled Orders, etc.).
* Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
* Identifies customers that need to be contacted about backordered items.
* Gathers detail and contact customers, escalate as needed.
* Records information and ensures quality of data in company ERP system and other web portals that support sales, production, and financial management.
* Helps e-commerce team maintain customer relationships, communications and cooperation with other departments (Sales, Client Services, Website Team).

Requirements:
* High school diploma or equivalent required. College degree preferred.
* Approx. 2 - 3 years of relevant experience in Customer Service and/or Order Management.
* Must have solid skills in Customer Service, quality, focus, problem solving, documentation, listening, phone, resolving conflict, analyzing information, detail-oriented, data entry, strong team player, and resourceful.
* Knowledge of online ordering procurement system's such as Ariba, Coupa, and Jaggaer is a plus.
* Must be a self-starter and willing to take the initiative to respond to and/or address challenging situations.
* Has the ability to multitask, learn new job requirements/functions and thrive in a highly metric driven environment.
* Must be results-oriented, accepts responsibility for individual performance, works independently, and focuses on providing excellent results. Has great interpersonal and communication skills with customers and internal team members.
* Must be efficient in MS Outlook, Word, and Excel.
* Experienced in using a CRM system, like Salesforce, is a plus.

Preferred Skills/Technology:
* Ecommerce software/platforms - IBM WebSphere, Magento, PayPal, Ultipro, PIM
* Digital marketing/analytics tools - Google Analytics, Google Admin
* Microsoft Office suite
* Agile/Scrum, Waterfall methodologies
* Order Management Systems (OMS) and Point of Sale (POS) systems
* M3 or Lawson Smart Office
* B2B & D2C Seller Platforms
* Jira
* Confluence
* Adobe Image Portal
* MailChimp
* LIVECHAT
* Slack
* Photoshop
* SearchSpring
* Bazaar Voice
* Velaro
* Familiar with HTML