Order Management Specialist III

Responsibilities

• Manage the end-to-end order lifecycle for strategic and complex customer accounts, ensuring accuracy, compliance, and timely fulfillment.
• Review, validate, and process sales orders while proactively identifying and resolving discrepancies, shortages, pricing issues, and fulfillment constraints.
• Serve as the primary escalation point for complex customer order issues, coordinating resolution efforts across multiple departments.
• Analyze customer demand patterns and provide accurate forecast information to support Master Production Scheduling and capacity planning activities.
• Collaborate closely with Manufacturing, Supply Chain, Logistics, and Sales teams to establish delivery commitments, prioritize customer requirements, and optimize inventory allocation.
• Lead customer delivery negotiations and manage order prioritization during periods of constrained supply or production limitations.
• Develop and maintain strong relationships with key internal stakeholders and external customers, acting as a trusted business partner.
• Monitor and validate on-time delivery performance metrics, customer scorecards, and service-level agreements; identify trends and implement corrective actions as needed.
• Drive continuous improvement initiatives focused on enhancing order management processes, customer satisfaction, and operational efficiency.
• Create, document, and maintain standard operating procedures, work instructions, and best practices.
• Provide training, mentorship, and guidance to junior Order Management team members and support onboarding activities.
• Support business system enhancements, process automation initiatives, and cross-functional projects related to order fulfillment and customer experience.
• Generate and analyze reports related to order status, backlog management, forecast accuracy, inventory availability, and customer performance metrics.
• Ensure compliance with company policies, customer requirements, and applicable regulatory standards related to order processing and shipment documentation.
• Participate in regular business reviews with customers and internal leadership, providing insights and recommendations to improve service performance.

Requirements

• 5+ years of progressive experience in order management, customer service, supply chain, or manufacturing operations.
• Demonstrated experience managing complex customer accounts and resolving high-level order fulfillment challenges.
• Advanced interpersonal, communication, and relationship-management skills with the ability to influence stakeholders across all levels of the organization.
• Strong analytical and problem-solving capabilities with the ability to make sound business decisions in a fast-paced environment.
• Advanced proficiency in Microsoft Excel, including reporting, data analysis, and trend identification.
• Experience utilizing ERP, MRP, CRM, or other enterprise business systems.
• Exceptional attention to detail and commitment to data accuracy.
• Prioritize multiple priorities, meet deadlines, and adapt to changing business requirements.
• Experience leading process improvement initiatives and driving operational efficiencies.

Preferred Qualifications

• Bachelor's degree in Business, Supply Chain Management, Operations Management, or a related field.
• Experience in manufacturing, industrial, or distribution environments.
• Experience supporting production planning, scheduling, and inventory management functions.
• Experience mentoring, training, and providing guidance to team members.
• Experience with manufacturing, export, and shipping documentation requirements.
• Knowledge of Lean Manufacturing, Six Sigma, or continuous improvement methodologies.
• Experience participating in ERP implementation, optimization, or business transformation projects.
• APICS/ASCM, CPIM, CSCP, or similar supply chain certification.