JOB PURPOSE/DUTIES : The Order Management Analyst 1 is to deliver & enhance customer satisfaction by assisting customers with orders and the timely receipt of product whilst also driving incremental sales with the assigned customer base.  Entering and expediting orders whilst handling customer problems with professionalism and diplomacy to deliver an exceptional Customer Experience.

JOB DUTIES:

This is the entry position in the Order Management (OM) path and can further evolve towards a Senior role, which will cover more than one desk.

The OM Analyst will be responsible to document dealer calls and interpret dealer inquiries which are sent through Partsviz. While scrutinizing Parts Distribution systems for valuable information on backorders, the OM Analyst will ensure the dealer backorders are filled. Based on the resolution, the OM analyst will give customized feedback to the dealer or pass the information and issue to other team members or departments.

Activities include but are not limited to standard problem resolution, product information, orders status inquiries, consideration of supplier/processor direct shipments; higher or lower levels of support (groups or disassembly), acquiring material from production facilities, and dealer return material. 

This position resolves as many problems as needed, corresponding with skill level and experience.  Gathers pertinent data, analyses and determines the best method of satisfying the customer with parts availability, estimated ship date, shipping information, replacement parts, part cancellations, grief parts, direct shipments from supplier, tracking of shipments and rerouting special carrier pickups daily.

Issues beyond the incumbent's skill level or authority are referred to the Customer Services coordinator and other areas such as Engineering for technical inquiries. 

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time. Employees may also be required to work outside of the normal work hours.

The position will rely on the coordinator or supervisor to plan their workload.

QUALIFICATIONS/REQUIREMENTS:

Bachelor degree in Engineering/Science/Commerce with 1-3 years of experience Strong Customer Focus with Excellent Communication Skills: Written, Oral & Phone etiquette Ability to multi-task and prioritize work Excellent keyboard and navigational skills Attention to detail and timely follow up to dealer inquiries and process partner interaction Position requires strong/good working knowledge of the service parts systems and processes Team player with good analytical and problem solving skills Advanced MS-Office skills and good presentation skills Willing to work in AP/US/Europe shifts

DESIRED SKILLS / QUALIFICATIONS:

Use and/or strong familiarity with service parts systems such as ANTARES, warehouse systems (FL, EWM, RTS, etc), Supply Network Collaboration (SNC), and related processes and policies, Supply Chain certification(s) [CPIM,IIMM]