Manager, Order Management

PRIMARY PURPOSE: We are seeking a highly organized and results-driven Manager, Order Management, to oversee the order processing, fulfillment, and delivery cycle for our products. This role will be responsible for leading a team in ensuring timely, accurate, and efficient management of customer orders, while maintaining excellent customer service and optimizing internal processes. The Manager, Order Management will collaborate closely with sales, customer service, inventory management, and logistics teams to ensure the smooth flow of orders from initiation through to delivery.

 ESSENTIAL FUNCTIONS: 

• Order Management: Oversee and manage the complete order cycle, from order receipt to delivery. Ensure all customer orders are processed accurately and promptly.
• Team Leadership: Lead, mentor, and develop a team of order management specialists to drive performance, accountability, and customer satisfaction.
• Customer Communication: Act as the primary point of contact for customers regarding order inquiries, status updates, and issue resolution. Maintain high levels of customer service and satisfaction.
• Cross-Department Collaboration: Work closely with Sales, Inventory, Logistics, and Finance departments to ensure orders are fulfilled according to customer requirements and company policies.
• Process Improvement: Identify opportunities to streamline order management processes and implement continuous improvements to enhance efficiency, accuracy, and customer experience.
• Data Analysis and Reporting: Monitor key order management metrics (e.g., order cycle time, fulfillment accuracy, and on-time delivery). Provide regular reports on order performance to senior management.
• Inventory Coordination: Ensure alignment between sales forecasts and inventory levels. Work with the inventory team to minimize backorders, stockouts, or overstocking situations.
• Compliance and Documentation: Ensure adherence to internal policies, regulatory requirements, and customer-specific terms and conditions in all order management activities.
• Issue Resolution: Proactively manage order issues, such as delays, discrepancies, or returns. Investigate and resolve problems quickly to minimize impact on customers and operations.
• Technology Utilization: Leverage order management software and ERP systems to track, manage, and report on orders, ensuring accurate data is maintained.
• Training and Development: Conduct training for new hires and existing team members in order management systems, procedures, product knowledge, promotional pricing and best practices.  Review daily orders for shipment.
• Return Goods: Process customer returns and identify process deficiencies or opportunities for improvement
• Other projects and duties as assigned by management.
• Agrees to abide by the established Approval Matrix.

 EDUCATION AND EXPERIENCE: 

• Education: 
  • Bachelor’s degree in Business, Supply Chain Management, Operations, or a related field (or equivalent work experience).
• Experience:
  • At least 5 years of experience in order management, supply chain, or logistics, with at least 2 years in a leadership or managerial role.
  • Strong knowledge of order management systems (e.g., ERP, WMS) and processes.
  • Proven track record of managing a high-performing team and improving operational efficiency.

• Skills:
  1. Excellent organizational and time management skills, with the ability to manage multiple priorities and deadlines.
  2. Strong leadership and people management skills, with the ability to motivate, develop, and manage a team.
  3. Excellent verbal and written communication skills.
  4. Strong problem-solving and decision-making abilities.
  5. Analytical mindset with proficiency in data analysis and reporting tools (Excel, Tableau, etc.).
  6. Familiarity with inventory management, logistics, and customer service practices.
• Technical Skills:
  1. Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
  2. Experience with order management and ERP systems (e.g., SAP, Oracle, NetSuite, etc.).
  3. Knowledge of e-commerce platforms and B2B order processing is a plus.

 Preferred Qualifications

• Certifications: 
• APICS (CPIM, CSCP) or similar supply chain certifications are a plus.
• Industry Experience: Prior experience in [industry-specific knowledge, e.g., manufacturing, retail, distribution, etc.] is preferred.

Personal Attributes

• Detail-Oriented: Must have strong attention to detail to ensure order accuracy and minimize errors.
• Customer-Focused: A strong customer service orientation and the ability to resolve issues quickly and professionally.
• Team Player: Able to collaborate with cross-functional teams to achieve goals.
• Adaptable: Ability to thrive in a fast-paced, dynamic environment and adjust to changes in customer needs or business requirements.

 TRAVEL

• As needed to customer sites.  May range from minimal to 25%.

 Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.   Duties, responsibilities, and activities may change at any time with or without notice.