Order Management Specialist III

Summary

We are seeking a highly skilled and customer-focused Order Management Specialist III to serve as a senior member of the Order Management team. This role is responsible for managing complex customer accounts, driving operational excellence, and ensuring the accurate and timely execution of customer orders from receipt through fulfillment. The successful candidate will act as a key liaison between customers, Sales, Supply Chain, Manufacturing, Logistics, and other internal stakeholders to proactively resolve issues, optimize order flow, and enhance the customer experience.

This position requires advanced analytical skills, strong business acumen, and the ability to influence cross‑functional teams while leading process improvements that support organizational objectives. The Order Management Specialist III serves as a subject matter expert, providing guidance to team members and contributing to strategic initiatives that improve efficiency, service levels, and operational performance.

• 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.

• 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.
• Proven ability to manage multiple priorities, meet deadlines, and adapt to changing business requirements.
• Experience leading process improvement initiatives and driving operational efficiencies.