Order Management and Customer Service Manager (REMOTE)

About actnano 
Actnano, Inc. is a dynamic materials startup in Malden, MA. With a strong global technical team, we develop and manufacture coatings that protect printed circuit boards in electronics, allowing them to function in water-laden environments. We work with the biggest brands in the consumer electronics and automotive industries to increase product reliability and improve product performance in wet and humid conditions. Not only do we provide a portfolio of coatings, but we also work closely with our customers to help solve some of their most difficult problems through rapid innovation and ingenuity.
About the Role
We are looking for an Order Management and Customer Service Manager to join our talented and diverse operations team. This role is key for ensuring the seamless execution of global order fulfillment and providing exceptional customer service. This role demands a resourceful problem-solver with strong communication and organizational skills, proficiency in systems management, and the ability to multitask effectively in a fast-paced environment. Your leadership will directly impact our operational efficiency and customer satisfaction.
Key Responsibilities:

• Order Management and Fulfillment:
  
  • Manage the fulfillment cycle from order receipt to delivery, ensuring timely and accurate processing.
  • Oversee inventory levels and collaborate with supply chain to manage stock and proactively address potential shortages.
  • Manage priorities and updates for sample and order processing.
• Customer Service:
  
  • Provide general support to customers, handling inquiries and requests through various communication channels.
  • Track and prioritize customer interactions and issues, working with internal teams to resolve and respond ensuring customer satisfaction.
  • Work with internal teams to address and resolve customer concerns, aiming for overall satisfaction.
• Shipping and Logistics Coordination:
  
  • Coordinate order shipments for optimal logistics methods to balance cost and efficiency targets.
  • Act as the main liaison for shipping partners interactions and internal delivery status coordination.
• Data Management and System Improvement:
  
  • Keep customer and order data up-to-date in Salesforce, ensuring accuracy.
  • Manage and refine forecasting tools in Salesforce based on business needs.
  • Identify and implement enhancements within our processes and Salesforce to improve operational efficiency

Qualifications:

• Proven experience in customer support, order management, or a similar role, with a strong focus on customer service excellence.
• Proficient in computer skills, particularly in Excel and Salesforce platforms, with the ability to work with complex datasets and systems.
• Strong analytical skills with the capability to assess customer needs and improve service delivery and inventory management processes.
• Excellent communication and coordination skills, capable of working effectively with customers and internal teams across time zones.
• Demonstrated ability to manage and prioritize multiple tasks in a fast-paced environment.
• Knowledge of shipping and logistics best practices, with experience coordinating with major carriers and managing logistics strategies.
• Language Proficiency: Fluent in English, with Spanish fluency beneficial due to the international scope of the role.

Why you should work with us:

• Medical, Dental, and Vision benefits;
• 401(k) with employer match;
• Unlimited Time Off Policy;
• Up to 13 paid holidays per year;
• Paid Sick Leave, based on local and state laws;

Equal Employment Opportunity 
actnano, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, sexual orientation, political affiliation, military veteran status, domestic violence victim status, or any other protected characteristic under applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.