Order Management Specialist

Position Summary

The Order Management Specialist is responsible for the accurate processing, tracking, and lifecycle management of customer orders from entry through post-production fulfillment. This role serves as a key link between customers, sales representatives, production, and logistics to ensure orders are executed accurately, on time, and in alignment with customer expectations. Success in this position requires strong attention to detail, proactive communication, and ownership of order accuracy and resolution.

Key Responsibilities

Customer Relationship Management

• Manage customer interactions related to order status, delivery timelines, and postproduction support.
• Proactively communicate updates, changes, and potential issues to customers to exceed expectations.
• Act as a trusted point of contact throughout the order fulfillment lifecycle.

Order Entry & Accuracy

• Enter customer orders accurately and completely, ensuring correctness of:
• Product specifications
• Quantities
• Assigned sales representatives
• Delivery timing
• Commission structure
• Verify order details align with approved quotes, pricing, and contractual terms.
• Ensure system data integrity to support downstream production, scheduling, and billing processes.

Order Tracking & Milestone Management

• Track and manage all critical order milestones, including:
• Deposit receipt
• Drawing or approval requirements
• “Need By,” “Promise By,” and “Ship By” dates
• Monitor order progress and identify potential delays or conflicts early.
• Provide accurate and timely status updates to customers and internal stakeholders.

Backlog Management & Scheduling

• Manage order backlog through effective scheduling and production planning.
• Coordinate with production, planning, and sales teams to prioritize and adjust orders as needed.
• Communicate backlog status, changes, and constraints clearly to all affected parties.

Postproduction Coordination & Resolution

• Assist shipping team with freight coordination to ensure on-time and accurate deliveries.
• Manage post-shipment issues including returns, warranty claims, and reorder processing.
• Work with internal teams to resolve postproduction issues quickly and professionally, ensuring customer satisfaction and retention.

Qualifications & Skills

• Associate’s or Bachelor’s degree in Business, Operations, Supply Chain, or a related field (or equivalent experience).
• 2 years of experience in order management, customer service, operations support, or a related role.
• Strong attention to detail and commitment to data accuracy.
• Excellent organizational and time management skills.
• Clear and professional written and verbal communication abilities.
• Experience with ERP systems, CRM tools, and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Key Performance Indicators (KPIs)

• Order accuracy rate
• On-time shipment and delivery performance
• Backlog accuracy and visibility
• Customer satisfaction and issue resolution time
• Effectiveness of postproduction problem resolution