Order Management Specialist

AprilAire is a growing Madison-based company and an industry leading provider of healthy air solutions.

We believe everyone deserves healthy air.

You will join a team of professionals who are passionate, customer focused, adaptable, and leading the way for new HVAC technologies and innovative thinking.

We are proud to have products in over 7 million homes and look forward to our continued success.

Give your career a breath of fresh air today and consider joining our team!

We are currently seeking someone who has a great eye for detail and a customer service focused attitude as a Customer Service and Order Management Specialist!

Shift: Monday-Friday 8:15am-5pm (no weekends!) (earlier shifts are based on seniority).

Competitive pay & benefits with fun team activities during the year

Location: 130 S.

Ingersoll Madison, Wisconsin 53703 (near UW-Madison campus and free parking)

Work style: If you meet performance metrics, this role has the opportunity to work from home one day per week.

Career Opportunity: This role is a good fit for someone looking to build their career with our customers and move into further sales (external or internal), marketing, or more!

This role is a key pipeline to other areas of our business.

Your day will include:

• Performs accurate and timely entry of customer purchase orders into ERP system. Reviews orders for completeness of specifications, quantity, pricing as well as customer account for other special agreements. Maintains customer specific notes to ensure proper handling of orders. Develops and maintains in-depth knowledge of customer classifications, products, pricing, and shipping methods. Create new ship to and bill to addresses within software as needed. Maintains customer database. Maintains special price program (Kardex) for customers with special pricing. Enters debit and credit memos.
• Reviews orders for completeness of specifications, quantity, pricing as well as customer account for other special agreements.
• Maintains customer specific notes to ensure proper handling of orders.
• Develops and maintains in-depth knowledge of customer classifications, products, pricing, and shipping methods.
• Create new ship to and bill to addresses within software as needed.
• Maintains customer database.
• Maintains special price program (Kardex) for customers with special pricing.
• Enters debit and credit memos.
• Monitor open (“A-Status”) order report to ensure timely resolution of order processing and communicate pertinent information as necessary. Perform research, determine root cause analysis, and make recommendations to management/sales to implement improved process to reduce “A-Status” orders. Coordinate with Sales and Distributors via phone and email to take appropriate steps to resolve open order/account issues. (Ex: pricing, quantity discrepancy, request revised PO, etc.)
• Perform research, determine root cause analysis, and make recommendations to management/sales to implement improved process to reduce “A-Status” orders.
• Coordinate with Sales and Distributors via phone and email to take appropriate steps to resolve open order/account issues. (Ex: pricing, quantity discrepancy, request revised PO, etc.)
• Manage email mailbox correspondence to provide support on: Pricing requests PO management Logistic coordination, order/tracking status, generate packing slips/bill of lading Literature requests Post order support, no charge/replacement orders, coordination with manufacturing, data verification (warranty claims, order history) Investigate unresolved short payments Respond/resolve customer inquiries/complaints
• Pricing requests
• PO management
• Logistic coordination, order/tracking status, generate packing slips/bill of lading
• Literature requests
• Post order support, no charge/replacement orders, coordination with manufacturing, data verification (warranty claims, order history)
• Investigate unresolved short payments
• Respond/resolve customer inquiries/complaints
• Assist with incoming customer service calls and web chat responses.

If the below says, "Me!", apply today:

• Confidence in speaking with customers while accurately documenting details in our system.
• Exceptional customer service skills—you show empathy, curiosity, and approachability in every interaction.
• Comfort working with Microsoft Word, Excel, and other office software to keep things organized and efficient.
• A natural ability to dig into the numbers and use your detail-oriented mindset to uncover insights.
• Strong critical thinking skills to work through and resolve unique customer orders.
• Commitment to meeting and maintaining key metrics, ensuring the team consistently delivers on business goals.
• Technical agility—able to work across multiple tabs and triple monitors without losing focus.
• Bonus points: Experience with AS400 is a huge plus!