Job Description
Job DescriptionSalary:
About the Role
We are seeking a detail-oriented and customer-focused Order Management Analyst to join our Operations team. In this role, you will serve as a key liaison between customers, sales, and internal operations teams ensuring seamless order processing from purchase order receipt through final delivery. You will own the end-to-end order lifecycle, maintain data accuracy across systems, and drive a best-in-class customer experience.
Key Responsibilities
Order Processing & Transaction Management
- Manage the full order lifecycle, including receipt, entry, validation, and fulfillment of customer purchase orders (POs) and sales orders (SOs) in the ERP/order management system.
- Review and verify PO terms, pricing, lead times, and product configurations against established agreements and contracts.
- Process order changes, cancellations, and amendments in a timely and accurate manner.
- Coordinate with warehouse, logistics, and supply chain teams to ensure on-time order fulfillment.
Approval Workflows
- Manage and facilitate internal sales order approval processes, ensuring compliance with pricing policies, credit limits, and contractual obligations.
- Route orders through appropriate approval chains (finance, legal, sales leadership) and track approvals to resolution.
- Flag and escalate orders that fall outside standard parameters (e.g., non-standard terms, special pricing, high-value orders) for appropriate review.
- Maintain documented audit trails for all order approvals and exceptions.
Customer Communication & Updates
- Serve as the primary point of contact for customers regarding order status, shipment tracking, and delivery timelines.
- Proactively communicate order confirmations, delays, backorder notifications, and resolution timelines to customers.
- Respond to customer inquiries via email, phone, and ticketing systems within defined SLA windows.
- Build strong customer relationships through consistent, accurate, and professional communication.
Reporting & Data Management
- Maintain accurate and up-to-date order records in the ERP and CRM systems (e.g., SAP, Oracle, Salesforce).
- Generate and distribute regular order status reports, open order reports, and fulfillment metrics to internal stakeholders.
- Identify trends in order exceptions, delays, or errors and recommend process improvements.
- Support month-end and quarter-end close activities by ensuring all orders are accurately booked and reported.
Cross-Functional Collaboration
- Partner closely with Sales, Finance, Logistics, and Customer Success teams to resolve order discrepancies and ensure alignment.
- Work with the Finance/Credit team to manage holds related to credit, payment terms, or compliance issues.
- Collaborate with supply chain and planning teams on backorder management and demand visibility.
Key Competencies
- Customer Focus Delivers timely, accurate, and professional communication to internal and external customers.
- Process Orientation Follows and improves structured workflows with consistency and discipline.
- Problem Solving Proactively identifies and resolves order discrepancies and escalations.
- Collaboration Works effectively across cross-functional teams to drive outcomes.
- Accountability Takes ownership of order accuracy and customer commitments.
Qualifications
Required
- Bachelor's degree in Business Administration, Supply Chain, Operations, or a related field.
- 24 years of experience in order management, operations, or customer service in a B2B environment.
- Hands-on experience with ERP systems (SAP, Oracle, NetSuite, or similar).
- Hands on experience with Order Management
- Strong proficiency in Microsoft Excel and/or Google Sheets.
- Excellent written and verbal communication skills.
- High attention to detail with strong organizational and time-management skills.
- Ability to manage multiple priorities in a fast-paced environment.