Order Management Specialist

Job Description

The Company:

Cognex is the global leader in the exciting and growing field of machine vision. Our employees, proudly called “Cognoids,” take their work seriously, but don't take themselves seriously. Our Work Hard, Play Hard, Move Fast culture recognizes our employees for their innovation, perseverance and hard work in a fun and rewarding environment. 

The Team:

The Order Management Team, based in Cognex’s Cork site, provides order fulfillment account management for Europe by partnering with Sales, Operations, Marketing, and Credit and Collections to provide the highest level of service, from order acceptance to order delivery, to both internal and external customers. This team works in a fast-paced and challenging, but rewarding, environment.

The Role:

The Order Management Specialist’s role includes the daily booking of customer purchase orders in SAP, along with the management of the orders through the system and associated Customer, Sales and Partner queries that arise. This includes purchase order validation, checking product availability, strict compliance with company booking policies. They also collaborate with key departments on order backlog, order prioritization etc. The team also is responsible for the upkeep of the customer master data records.

Essential Functions

• Process email or faxed Purchase Orders from end users through Salesforce and SAP
• Retrieve orders from partner portal and process into SAP
• Verify pricing against customer contract or approved discount matrix
• Verify availability of product
• Coordinate with Purchasing to determine lead times when supply is not available
• Exercise discretion to prioritize product allocations when supply is not available
• Provide inside sales support, including interface with Customer Master Data, Credit, Purchasing, Logistics, and Sales
• Process customer returns and credit note requests in a timely manner
• Answer customer inquiries regarding order status, product availability and lead times
• Troubleshoot customer issues, responding in timely manner
• Consistently review backlog to ensure compliance with company booking policy, including requirements that impact revenue recognition
• Complete self-training modules in SAP as needed
• Log customer complaints (CCAR’s) in SAP
• Create Salesforce cases to request additional addresses or contacts be added to SAP.

Knowledge, Skills & Abilities

• High-energy individual with ability to work under pressure in a fast-paced, changing environment with a positive attitude
• Customer first mentality
• Fluent German language skills required
• Strong time management skills to effectively prioritize daily tasks
• Demonstrated initiative to resolve complex customer issues efficiently
• Ability to work proactively and exercise judgment
• Strong attention to detail
• Strong interpersonal, communication, and customer service skills
• Ability to work with others in a professional, responsive, and courteous manner
• Ability to work productively in a cross-functional team environment
• Strong system skills, including Microsoft Office

Minimum Education and Work Experience Required

• BS/BA degree in business
• 2+ years of experience with account management and customer service in high tech environment

#LI-PM1

Additional Job Description