Order Management Specialist

About the role

An Order Management Specialist is responsible for tracking, logging new purchase orders, order entry and monitoring sales orders, and confirming accurate delivery details to customers. Order management specialists verify the availability of placed orders, ensuring quality before shipment to avoid complaints and issues. They also update and track customer account information in the database and perform order verification. Strong organizational and communication skills are essential, particularly in handling customer inquiries and resolving delivery discrepancies.

Responsibilities

• Stay connected with Account Sales Representatives to resolve customer inquiries, process orders, manage shipments, and ensure accuracy through delivery.
• Verify all data entries and prepare proactive query reports daily; manage shipments and respond to order status inquiries to resolve customer issues.
• Prepare specific customer reports as required and attend weekly customer meetings to review order status.
• Monitor and evaluate all order issues, resolve discrepancies, and ensure accurate billing of all bookings.
• Troubleshoot sales orders and assist in identifying and executing enhancements to management processes.
• Ensure compliance with company and business policies; administer all open sales orders and maintain appropriate order flow.
• Interface with the finance department to manage customer records, newly created customer setups, and incoming purchase orders from various email locations.
• Monitor and process all returns according to financial requirements and ensure ISO 9000 compliance.
• Assist in maintaining customer master ship-to/bill-to addresses in the ERP system.
• Ensure data accuracy for all EDI orders (e.g., pricing errors, tax jurisdiction, part numbers, warranties).
• Coordinate with freight forwarders, carriers, and the international logistics department to arrange material movement.
• Create reports on service, inventory positions, weeks of supply (WOS), point of sale (POS), open orders, and sales sheets.
• Determine accurate shipping and delivery dates based on system-generated commitment dates, available inventory, sales forecasting, product lead time, carrier routing calculations, and customer delivery/method shipment requests.
• Proactively analyze and follow up on unshipped customer orders to ensure delivery commitments are met.
• Coordinate with supply chain, production, quality, finance, and sales teams on order status, expedite requests, specialist shipping instructions, contracts, credit issues, pricing discrepancies, and product availability.

Requirements

• Bachelor’s degree or equivalent industry experience.
• Minimum of 3 years of customer service-related experience.
• Experience working with Salesforce and Oracle (preferred).
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Demonstrated written and verbal communication skills.
• Strong organizational skills and ability to handle multiple tasks while moving between activities requiring immediate response.
• Self-directed with the ability to contribute to a high-performing work team; team and goal-oriented.
• Ability to build relationships with functional stakeholders.
• Motivated, positive team player with attention to detail and accuracy.
• Ability to perform basic math calculations and measurements.
• Ability to function in a fast-paced, demanding, ever-changing environment.
• Well-developed conflict management skills.
• Demonstrated problem-solving and decision-making skills with sound judgment.

Benefits

• Competitive medical, dental, and vision insurance.
• Flexible Spending or Health Savings Accounts.
• Unlimited Vacation Time Policy.
• 10 paid holidays.
• 12 paid weeks of birthing parent leave.
• Retirement Savings: 401(k) and Employee Stock Ownership Plan.
• Pet insurance.
• Employee referral bonus.
• Tuition reimbursement.
• Company-paid short-term disability (STD), long-term disability (LTD), and life insurance.

Pay

This position offers a base salary range of $55,000 - $59,000, based on experience and qualifications. The role is also eligible for a variable compensation plan.

Schedule

This position requires a full on-site presence 5 days per week during the first 4–6 months. Following that period, the role will be on-site four days per week, including Monday, Wednesday, and Thursday, with the fourth on-site day alternating between Tuesday or Friday depending on business needs.