Analyst – Order Management

Company Profile

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description

Customer Support & Communication:

• Manage customer service requests including order status updates, acknowledgment requests, and invoice requests via phone and email.
• Manage a high volume of Supply Chain and internal stakeholder communications
• Collaborate with the appropriate level of customer support to resolve challenging inquiries and complaints, ensuring clear documentation and ongoing communication with the customer throughout the process.
• Serve as the primary or secondary point of contact for customer support needs, ensuring a high level of service and responsiveness.

Order Management & Processing:

• Accurately process orders, including material numbers, quantities, and pricing, while resolving line holds due to pricing discrepancies or missing pricing information.
• Conduct research on part numbers to ensure accurate order processing and resolve product related issues.
• Review open orders for On Time In Full (OTIF) compliance and coordinate with production or supply chain teams to ensure execution.
• Assist sales representatives with order placement, status updates, inventory lookups, and customer related concerns.
• Provide technical support for part search and pricing inquiries.
• Returns, Credits & Issue Resolution:
• Submit and manage credit and return requests related to concealed damages, shortages, carrier damages, pricing disputes, and other customer reported discrepancies.
• Work with internal stakeholders to minimize and resolve customer deductions without resolution.

Systems, Documentation & Reporting:

• Maintain accurate records of all internal and external interactions in SAP.
• Ensure consistent adherence to department policies, procedures, and documentation standards.
• Maintain oversight of order related data accuracy to support reporting and operational visibility.

Process Improvement & Collaboration:

• Propose and support new processes that drive continuous improvement and reduce inefficiencies.
• Identify and communicate areas for process improvement to management.
• Support order management team goals and initiatives to strengthen a proactive customer support model.
• Work cross functionally with Planning, Logistics, Transportation, Brokers/Carriers, Supply Chain, Exports, Accounting, and other departments to ensure customer requirements are met.
• Contribute to the development of a centralized customer service HUB for order tracking and management.

Additional Responsibilities:

• Perform other duties and tasks as assigned by the manager to support departmental and organizational goals.
• Adapt to evolving job requirements and contribute to special projects or cross functional initiatives as needed.

Qualifications

• 4 to 6 years of experience in Order Management or related roles.
• Experience working with SAP
• Any Graduate / bachelor’s degree