Order Management Specialist - International

The role of the Order Support Specialist is tomanage International transactions received from Fluke distributor customers subsidiaries service centers and supplier globally. Tasks include internal and external customer support order processing expedite orders track status perform telephone support monitor contract commitments prepare documentation and ensure compliance with domestic and international export regulations. Act as a liaison between Operations Shipping and the customer to handle escalations requests and other order related inquiries. Responsible for Country level customs requirements and customer specific account profiles. Works with carriers and freight forwarders to meet logistical needs of all international customers. Regularly works with Sales Operations and Finance providing guidance and problem resolution. This is a critical customer contact position that requires strong oral and written communication skills.

Ownership of Order to Cash: Monitors sales order system to ensure that sales orders are received and booked correctly. Tracks sales shipment delivery invoicing and backlog activities as well as internal metric. Responds to inquiries on order progress and addresses customer order issues. Support daily and visual management to identify areas in need of focus.

Customer Experience:Establish an agile organization with strong work ethics and use of FBS systems optimize customer interactions to align with customers ideal experience exceeding expectations by cultivating and strengthening long term relationships.

• Act as an advocate for Fluke and our customers providing a best-in-class experience.
• Work with customers distributors and sales managers to resolve internal and external customer issues
• Create issue and manage all international purchase orders (POs)
• Oversee and ensure that all internal deadlines are met as it relates to established expectations
• Ensure all POs and their related documents are accurate and in compliance with company and international regulations
• Reconcile POs against procedures profiles and pricelists for data accuracy
• Interact actively and positively with cross functional teams (Shipping Planning and Operations) to resolve customer inquiries
• Communicate updates to internal / external customers timely and thoroughly both verbally and in writing
• Partner with Finance on Letter of Credits and complex International payment terms
• Work with carriers and freight forwarders to coordinate customers logistics needs
• Research and resolve discrepancies related to delivery price order status item-clarification; explaining outcomes with tact and diplomacy
• Conduct in-team audits of POs handled by other team members
• Document / update standard work to ensure reference materials are accurate
• Assist in all other departmental responsibilities as requested

Required Skills/Abilities:

• HS Diploma or GED required: Associates or Bachelors degree preferred
• Validated experience in billing accounts receivable financial services
• Ability to work hands-on in a fast-paced changing environment requiring creativity and independent judgment
• Organized with attention to detail critical thinking and strong problem-solving skills
• Ability to resolve issues while maintaining a professional and calm demeanor
• Proficient with Oracle or equivalent system
• Experience with Letter of Credits/Bank Bonds and
• Understanding of:
• Freight forwarder and small parcel movements
• Incoterms
• International compliance
• Strong interpersonal written and oral communications skills
• Highly motivated and able to work independently to meet deadlines
• Ability to manage competing priorities within demanding timeframes
• Must have experience and working knowledge of a variety of computer software applications (MSWord Excel PowerPoint TEAMS and Outlook)
• Bilingual in Spanish preferred