Order Management Specialist

Job Title:

Order Management Specialist

Job Description

The Order Management Specialist manages customer orders from purchase order receipt through shipment and delivery, ensuring accuracy, timeliness, and compliance with company policies. This role serves as the primary escalation point for complex order-related issues, coordinates closely with cross-functional teams, and drives continuous improvement in order execution, customer service, and operational efficiency. The specialist also supports and enhances ERP and CRM processes, maintains high data quality, and helps standardize order management procedures across the organization.

Responsibilities

+ Manage customer orders from purchase order receipt through shipment and final delivery, ensuring on-time and accurate fulfillment.

+ Review incoming orders for completeness, pricing accuracy, technical requirements, and compliance with company policies and procedures.

+ Serve as the primary escalation point for complex order-related issues, delays, and customer concerns, providing timely resolution and clear communication.

+ Coordinate activities between Sales, Engineering, Production, Procurement, Logistics, and Finance to ensure successful order fulfillment.

+ Monitor order backlog, production schedules, and shipment commitments to proactively identify risks and implement corrective actions.

+ Communicate order status, schedule changes, and delivery expectations to customers and internal stakeholders in a clear and timely manner.

+ Manage domestic and international drop shipment activities, including orders fulfilled directly from sister companies and global partners.

+ Resolve order discrepancies related to pricing and other commercial terms, working closely with relevant internal teams.

+ Support invoicing activities and ensure all required shipment and export documentation is accurately completed and properly maintained.

+ Maintain accurate customer and order records within ERP and CRM systems, ensuring data integrity and traceability.

+ Provide guidance and support to internal users on ERP and related systems, including system functionality, process execution, and best practices.

+ Identify system gaps, process inefficiencies, and opportunities for automation and process improvement within order management and related workflows.

+ Participate in system testing, validation, troubleshooting, and user acceptance testing for ERP and related system changes or enhancements.

+ Monitor and maintain data quality in ERP and CRM systems, ensuring compliance with established business processes and standards.

+ Develop and maintain training materials, process maps, user guides, and standard operating procedures related to ERP functionality and order management processes.

+ Train and support new and existing employees on ERP functionality, order entry, and end-to-end order management processes.

+ Lead continuous improvement initiatives focused on order execution, customer service, and operational efficiency.

+ Establish and maintain standardized order management procedures across the organization to ensure consistency and scalability.

+ Collaborate with global stakeholders and sister companies to align order management processes and share best practices.

+ Analyze recurring issues, perform root cause analysis, and recommend or implement corrective actions to prevent reoccurrence.

Essential Skills

+ Minimum of 5 years of experience in order management, customer service, sales operations, supply chain coordination, or a related field.

+ Minimum of 3 years of experience working within a manufacturing, industrial, engineering, or technical products environment.

+ Advanced experience working with ERP systems, preferably Microsoft Dynamics 365 Finance & Operations.

+ Strong proficiency in Microsoft Office Suite, particularly Microsoft Excel.

+ Demonstrated ability to manage multiple priorities in a fast-paced environment.

+ Strong analytical, organizational, and problem-solving skills.

+ Excellent written and verbal communication skills.

+ Ability to work independently and collaboratively across departments.

+ Hands-on experience with customer service, order entry, data entry, administrative support, and order processing.

+ Proficiency in general administration and support functions related to order management.

Additional

Skills & Qualifications

+ Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Logistics, or a related field preferred.

+

Experience with Salesforce CRM.

+ Experience supporting ERP implementations, upgrades, or optimization projects.

+ Experience developing training materials and conducting end-user training.

+ Experience supporting international order fulfillment, drop shipments, and global supply chain operations.

+ Knowledge of pumps, rotating equipment, industrial manufacturing, marine equipment, or engineered products.

+ Strong familiarity with Microsoft Office tools beyond Excel, including Word and Outlook, to support documentation and…