Order Management Specialist

Great customer service is built on great follow-through. At Rackmount Solutions, delivering an exceptional customer experience means more than being friendly. It means keeping orders accurate and on track, staying ahead of potential problems, communicating clearly, and making sure nothing falls through the cracks. We’re looking for a detail-oriented, organized, and service-minded Order Management Specialist to join our customer service team. This is a full-time, in-person position based at our McKinney headquarters; candidates should live within a reasonable driving distance to McKinney. This role is ideal for someone who enjoys keeping things organized, following processes, solving problems, and helping customers . You should be comfortable managing multiple orders and priorities at once while maintaining a high level of accuracy and following through on commitments. Experience with ecommerce order processing is strongly preferred. What You’ll Do As an Order Management Specialist, you will help ensure that customer orders are processed accurately, monitored carefully, and supported from the time an order is received through final delivery and resolution. Order Processing & Fulfillment Review, approve, and process orders submitted through our website and internal support team. Verify order information for accuracy, including product selection, quantities, pricing, shipping information, and customer details. Create and schedule LTL freight shipments when applicable. Coordinate order information with vendors, warehouse personnel, accounting, and other internal teams. Monitor open orders and maintain accurate records of order status and estimated ship dates. Follow established processes and procedures while identifying and communicating discrepancies or potential issues. Process order updates, cancellations, and other customer requests accurately and promptly. Order Follow-Through Proactively monitor open orders and follow up with vendors when orders are approaching or have passed their confirmed or estimated ship dates. Identify potential delays or problems before they become customer issues whenever possible. Proactively communicate with customers regarding backorders, delays, shipping updates, and other changes affecting their orders. Maintain accurate and timely notes and status updates so that coworkers can easily understand the current status of an order. Take ownership of assigned issues and follow through until they are resolved or properly handed off. Coordinate with sales, warehouse, accounting, and vendors to resolve order-related issues. Customer Support Respond to customer inquiries by phone and email regarding order status, updates, cancellations, shipment reroutes, invoices, and other order-related needs. Handle customer questions with patience, professionalism, and a helpful attitude. Process Return Material Authorization (RMA) requests and Damaged Product Reports with customers and vendors. Answer incoming phone calls, resolve customer service questions when appropriate, and route calls to the appropriate sales team member when necessary. Keep customers informed rather than waiting for them to ask for an update. The Type of Person We’re Looking For We’re looking for someone who takes pride in getting the details right and following things through to completion . You may be a particularly strong fit if you: Naturally keep track of details, deadlines, and outstanding tasks. Like having an organized system for managing your work. Notice when something doesn't look right and investigate it rather than letting it pass. Follow up without needing to be reminded. Can manage a large number of open items without losing track of individual details. Enjoy helping people and genuinely care about providing a positive customer experience. Remain calm, patient, and pleasant when dealing with frustrated customers or unexpected problems. Communicate clearly and professionally, even when delivering informati…

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