Order Systems Coordinator

The Order Systems Coordinator reports to the Director Ecommerce, OTC, & Gov't Operations. Will be responsible for supporting customers with placing and managing orders through our online portal. The role centers on overseeing order activities (entry, validation, tracking, fulfillment, and issue resolution). This role will ensure that product-specific configurations, pricing rules, eligibility criteria, and workflows in the portal are accurate and aligned with business requirements. Will serve as the primary point of contact for customers and internal stakeholders, handling inquiries related to orders, resolving issues (e.g. delays, discrepancies, returns), and ensuring timely communication. This includes proactive monitoring of orders, identifying risks (like supply or fulfillment issues), and coordinating with supply chain, customer service, and sales team to resolve them. Will ensure users can effectively navigate the portal and place orders correctly, providing training, guidance, and documentation. This position blends portal administration, product specific expertise, and direct customer support to ensure efficient order processing and high-quality customer experience.

Essential Functions:

• Serve as the primary point of contact for customers regarding order inquiries, issues, and portal usage. Resolve customer concerns related to orders, shipments, returns, or system access in a timely manner. Provide guidance, onboarding, and training to customers using the portal.
• Monitor order status and proactively address delays, discrepancies, or exceptions. Ensure accuracy of order data, pricing, and product configurations. Oversee the end-to-end order lifecycle, including order entry, validation, processing, fulfillment, and closure.
• Collaborate with supply chain, sales, customer operations, IT, and product teams to resolve order and system issues. Escalate critical issues and help drive resolution to meet customer expectations and service levels.
• Assist and support the customer ordering portal, ensuring seamless integration with the ERP system for accurate order capture, validation, and processing. Identify process inefficiencies and recommend improvements to enhance operational performance. Maintain up-to-date documentation for processes, workflows, and user guides. Support enhancements to portal functionality and user experience.