Ernesto - Order Management Coordinator

Demonstrated experience with Order Processing.

Demonstrated experience with Account Maintenance.

Demonstrated experience with Billing & Shipping Updates.

Demonstrated experience with Problem Solving.

Process approximately 25 customer calls and 35 customer emails per day, supporting U.S. customers with orders, returns, account updates, and service requests.. Process customer orders and purchase orders (POs), verifying information and maintaining accurate order details.. Create and manage RMAs, return labels, and replacement requests for eligible customer returns and product issues.. Maintain customer accounts by updating billing addresses, shipping addresses, customer names, email addresses, and other account information.. Use UAC to review account information, add email addresses to existing accounts, and verify applicable promotions.. Use CST to process orders and perform customer account updates; use M3 to process RMAs, update accounts, retrieve delivery notes, and provide invoices.. Use Project Waiver to create return labels and support return-processing workflows.. Create Jira tickets for escalated customer issues, including requests requiring approval for free replacements or return labels.. Resolve customer complaints by reviewing issues, following company procedures, and coordinating required escalations.. Maintain accurate customer records while navigating multiple business systems and workflows.. Maintain a minimum productivity standard of 5 emails per hour during designated email-support periods.

Managed customer interactions throughout the sales process and maintained accurate customer and prospect information in CRM systems.. Conducted customer follow-up and supported sales-process activities while maintaining organized records and professional communication.

Managed front-desk operations, including guest check-in/check-out, reservations, phone inquiries, and general customer-service requests.. Resolved guest concerns professionally and coordinated with internal departments to address requests and operational issues.. Maintained accurate guest information and managed multiple customer requests simultaneously in a fast-paced environment.