Customer Service Order Specialist

Carrier - Minneapolis, MN3.9

CommissionEstimated: $34,000 - $45,000 a year
Date Posted:

United States of America

CADMN: FS Kidde Detector 6901 West 110th Street, Minneapolis, MN, 55438 USA
UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

The Gas Suppression & POG group at UTC Climate, Controls & Security is dedicated to providing product and technology designed to protect people and property from the effects of fire and its related hazards. As the world’s largest manufacturer of fire safety products, the Fire Safety Solutions group meets the safety needs of homes and businesses by providing fire extinguishers, smoke alarms, carbon monoxide alarms, mechanical locking systems, fire alarm control panels, gas and flame detection, fire suppression systems and mass notification solutions. Notable brands within the group are Kidde, Firex, Badger, Vigilant, Fenwal, Det-Tronics, Fireye and Edwards.

Det-Tronics is a $150M technologically innovative, projects-based global P&L protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of the Fire Security Products business and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies.

Job Title

Det-Tronics is searching for a Customer Service Order Specialist. This position has full responsibility to accurately review and enter domestic and international orders, both standard products as well as highly customized projects. Includes but is not limited to understanding the customer requirements, structuring the order to meet those requirements, analysis and resolution of all commercial issues as well as export compliance screening. Works directly with customers and sales team on order issues and is responsible for problem analysis and resolution.

Job Responsibilities

Evaluate and structure orders to ensure Det-Tronics acceptance criteria as well as customer requirements are met

Establish delivery expectation (request date).
Determine correct part numbers
Determine order type
Review shipping requirements and determine carrier, service type and freight payment terms. Create order shipping instructions.
Complete purchase requisitions for any third party purchased items.
Determine and handle special requirements (product deviations, custom certificates, packaging or marking requirements, etc.).
Work with customers and sales team to obtain any incomplete or unclear information
Accurately enter and verify order data into JDE within 24hrs of order acceptance
Research, assess and resolve any pre-entry commercial issues relating to Det-Tronics order acceptance criteria

Act as point of contact for all commercial questions and issues
Work with customer/sales force to define problem and determine resolution
Take action and maintain momentum for appropriate resolution (e.g. product returns credits, commission adjustments, error resolution, pricing discrepancies)
Evaluate commercial issues and engage other departments where required

Review contract terms and conditions and negotiate changes with customer.
Review INCOTERMS – communicate and resolve conflicts with customer.
Verify order pricing/discount and obtain documentation of special pricing approval
Analyze commission and sales credit and request clarification when required
Enter and maintain customer orders and prepare custom documentation.

Handle all billing only orders – entry through ship confirmation (field service, advanced replacement, test and evaluation, etc.).

Complete customer and order export screening (prohibited parties, embargoed countries, end user and end use)

Bachelor’s Degree (or equivalent experience) plus a minimum of two year’s relevant experience is necessary.

Strong computer skills, communication, organizational and interpersonal skills and the ability to operate calmly and successfully in a fast-paced environment are essential.

Candidate must have excellent data entry as well as written and verbal skills, and an open attitude for continuous improvement. Ability to perform under stress and meet expectations, to work cooperatively and respectfully with others, to work (when necessary) overtime and occasional weekends and the ability to follow process is essential.

In order to be successful in this role, candidate must have the ability to work towards a vision using solid judgment and strong multitasking skills discerning the important from the urgent and an empowerment mindset. A solid understanding of the overall process with focus on the proper tactical execution is essential. This person must also exhibit a strong voice and have the ability to stay focused in a chaotic environment as well as having strict and consistent process adherence.