Order Management Specialist

AprilAire is a growing Madison-based company and an industry leading provider of healthy air solutions. We believe everyone deserves healthy air. You will join a team of professionals who are passionate, customer focused, adaptable, and leading the way for new HVAC technologies and innovative thinking. We are proud to have products in over 7 million homes and look forward to our continued success. Give your career a breath of fresh air today and consider joining our team! 

We are currently seeking someone who has a great eye for detail and a customer service focused attitude as a Customer Service and Order Management Specialist!

Shift: Monday-Friday 8:15am-5pm (no weekends!) (earlier shifts are based on seniority). 

Compensation: Competitive pay & benefits with fun team activities during the year 

Location:  130 S. Ingersoll Madison, Wisconsin 53703 (near UW-Madison campus and free parking)

Work style: If you meet performance metrics, this role has the opportunity to work from home one day per week.

Career Opportunity: This role is a good fit for someone looking to build their career with our customers and move into further sales (external or internal), marketing, or more! This role is a key pipeline to other areas of our business. 

Your day will include: 

• Performs accurate and timely entry of customer purchase orders into ERP system.
  • Reviews orders for completeness of specifications, quantity, pricing as well as customer account for other special agreements.
  • Maintains customer specific notes to ensure proper handling of orders.
  • Develops and maintains in-depth knowledge of customer classifications, products, pricing, and shipping methods.
  • Create new ship to and bill to addresses within software as needed.
  • Maintains customer database.
  • Maintains special price program (Kardex) for customers with special pricing.
  • Enters debit and credit memos.
• Monitor open (“A-Status”) order report to ensure timely resolution of order processing and communicate pertinent information as necessary.
  • Perform research, determine root cause analysis, and make recommendations to management/sales to implement improved process to reduce “A-Status” orders.
  • Coordinate with Sales and Distributors via phone and email to take appropriate steps to resolve open order/account issues. (Ex: pricing, quantity discrepancy, request revised PO, etc.)
• Manage email mailbox correspondence to provide support on:
  • Pricing requests
  • PO management
  • Logistic coordination, order/tracking status, generate packing slips/bill of lading
  • Literature requests
  • Post order support, no charge/replacement orders, coordination with manufacturing, data verification (warranty claims, order history)
  • Investigate unresolved short payments
  • Respond/resolve customer inquiries/complaints
• Assist with incoming customer service calls and web chat responses.

If the below says, "Me!", apply today:

• Confidence in speaking with customers while accurately documenting details in our system.

• Exceptional customer service skills—you show empathy, curiosity, and approachability in every interaction.

• Comfort working with Microsoft Word, Excel, and other office software to keep things organized and efficient.

• A natural ability to dig into the numbers and use your detail-oriented mindset to uncover insights.

• Strong critical thinking skills to work through and resolve unique customer orders.

• Commitment to meeting and maintaining key metrics, ensuring the team consistently delivers on business goals.

• Technical agility—able to work across multiple tabs and triple monitors without losing focus.

• Bonus points: Experience with AS400 is a huge plus!