Fort Worth, TX
Customer Service Expert – Order Management / Deduction Management
Location Fort Worth, TX 76177 | Onsite
Compensation & Schedule
• $31.25 per hour
• Monday–Friday, 8:00 AM – 6:00 PM, Hybrid (3 days onsite / 2 days remote; beginning 2027: 4 days onsite / 1 day remote)
• Temporary (W2)
• Start date: ASAP
Role Impact
The Customer Service Expert supports end-to-end Order-to-Cash (O2C) operations to maximize customer satisfaction and optimize cost to serve. This role ensures accurate order and deduction management while partnering with internal teams and third-party providers to maintain operational excellence. Success in this position is measured by improved service levels, reduced error rates, and strong customer relationships.
Key Responsibilities
• Maintain customer master data including contacts, delivery requirements, lead times, and service expectations to ensure accurate order processing.
• Monitor and support third-party transactional processes to ensure timely and accurate processing of customer claims and deductions in compliance with SOPs.
• Analyze deductions, aging reports, and open items to validate credits against contract terms and drive resolution.
• Collaborate with cross-functional teams including Transportation, Distribution, Sales, Planning, and Customer Success to improve O2C performance.
• Track and report monthly KPIs, identify trends, and implement corrective actions to enhance service levels and reduce errors.
Minimum Qualifications
• Bachelor’s degree or equivalent professional experience.
• 5+ years of experience in customer service, order management, or deduction management within an O2C environment.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and ERP systems such as Oracle or similar platforms.
• Core Tools & Systems
• Oracle ERP or similar enterprise resource planning systems
• Microsoft Office Suite (Excel, Word, Outlook)
• Customer Relationship Management (CRM) and order management platforms
• Reporting and analytics tools for KPI tracking
• Standard Operating Procedures (SOP) and workflow management systems
Preferred Skills
• Strong understanding of order-to-cash processes and general accounting principles.
• Proven ability to implement process improvements and support continuous improvement initiatives.
• Excellent analytical, organizational, and communication skills with the ability to thrive in a team-oriented environment.
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