Innio

Lead Customer Order & Fulfillment Specialist

Waukesha, WI

About This Job

About Us:

By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable, and sustainable energy solutions for today—and tomorrow.

Our fuel-flexible Waukesha gas engines are designed for reliable performance in isolated, mission-critical and demanding applications, delivering dependable energy even under high-stress conditions. It’s time to take engines to a place no one else can. Welcome to a World of Innovation and Inspiration. Welcome to INNIO!

Overview:

As a Lead Customer Order & Fulfillment Specialist for Waukesha Service Parts, you will cross-train with other leads and become a point of contact for the fulfillment team providing relevant training on required platforms such as Oracle, iStore, Epic, etc. You will also be responsible for implementing and promoting best practices and exceptional customer service.

In addition to the lead responsibilities, you will perform order fulfillment and support responsibilities for orders from international and domestic customers from time of order booking to shipment. Responsible for managing all aspects of fulfillment to convert orders into sales. Serves as primary contact for own customer accounts’ inquiries, providing timely, positive, and effective communication.

Responsibilities:

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Managing daily coverage for fulfillment team to ensure business continuity and timely customer service.

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Supporting customers’ escalation calls and assist in resolution.

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Serving as change champion identifying & implementing process improvement opportunities.

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Supporting enhancements in ERP system or other Service tools (EPIC, iStore, etc.).

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Having keen understanding of business priorities and supporting attainment.

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Ensuring orders are booked accurately and in a timely manner. This includes understanding any potential high-risk orders and taking required screening steps to be compliant.

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Engaging with customers, commercial team, and product management team to coordinate any special-order terms to ensure accurate booking.

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Analyzing daily backlog report to meet expected shipping dates. Ensure orders are being released and shipped in a timely manner. Act as primary point of contact in collecting shipping instructions, other documentation.

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Proactively identifying & assessing risks to on-time delivery with leading resolution efforts, including part substitutions, reallocations, and escalations as needed.

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Communicating order updates to customers in an organized, professional manner and building strong customer rapport.

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Interacting closely with Planning and Supply Chain to identify and expedite priority part shortages.

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Working with Finance to comply with established credit limits; supporting timely execution of CIA or LC payment terms.

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Manage queue of Parts Claims by making timely decisions on acceptance/rejection.

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Follow-up with customers ensure parts are returned & claims are paid correctly.

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Complying with US Export controls and regulatory requirements; ensure all documentation requirements are met for export/import.

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Providing coverage for off-hours emergency orders and team backup as required.

Minimum Requirements:

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Bachelor's Degree from an accredited university or college OR a high school diploma/GED with at least 4 years of experience in a customer service position.

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Previous experience in a global customer service position, including experience with export/import regulations.

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ERP experience (Oracle preferred).

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Excellent communication skills, self-motivated, and ability to prioritize (and re-prioritize) competing priorities effectively.

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Strong verbal and written communication skills.

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Proficient with MS Word and MS Excel; technical mindset.

Preferred Skills:

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Strong collaborator who is a positive team player.

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Autonomous, results driven and accountable for own actions and takes ownership of decisions.

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Able to influence without authority by motivating, creating understanding and accountability to drive change at the quality level.

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Demonstrated ability to multi-task and coordinate several moderate projects simultaneously.

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Effective problem solver and communicator with the ability to interface with senior leadership with confidence and clarity.

#Waukesha

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