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