Order Management Specialist

The Order Management Specialist:
Work Industrial role is responsible for managing the end-to-end order fulfillment process for key customers, ensuring accurate order entry, pricing validation, timely communication, and on-time delivery. This position serves as the point of contact for customer order inquiries and works cross-functionally with sales, production, planning, sourcing and shipping teams to ensure seamless order execution and a high level of customer satisfaction.

The role requires close coordination across internal and external stakeholders to monitor order flow from receipt through shipment, proactively resolve delays or discrepancies. The specialist is expected to balance customer needs with operational requirements while supporting service, accuracy, and fulfillment performance goals.

Success in this role requires strong attention to detail, customer service orientation, problem-solving ability, and proficiency with ERP and order management systems. The ideal candidate can manage multiple priorities in a fast-paced environment, communicate clearly with customers and internal teams, and drive issues to resolution while building strong customer relationships.

• Manage end-to-end order processing for key Work Industrial customers, including order entry, pricing validation, order confirmation, and on-time fulfillment.
• Serve as the primary customer service contact for order status inquiries, delivery updates, product availability, and issue resolution.
• Coordinate closely with sales, production, planning, sourcing and shipping teams to ensure timely and accurate execution of customer orders.
• Monitor order flow from receipt through shipment and invoice, proactively identifying and resolving potential delays, shortages, or discrepancies.
• Interact with operations and track production progress on the factory floor.
• Communicate inventory availability, lead times, and shipment schedules to customer service while helping to manage expectations.
• Investigate and resolve order-related issues, including production delays, shipping discrepancies, backorders, returns, and billing concerns.
• Help process order modifications, cancellations, and expedited requests while balancing customer needs and operational requirements.
• Support sales and customer service teams by providing order updates, customer account information, and administrative support for key accounts.
• Generate and analyze order management reports to monitor service levels, order accuracy, and fulfillment performance.
• Ensure compliance with company policies, customer requirements, and quality standards throughout the order fulfillment process.
• Support strong customer relationships through responsive communication, problem-solving, and a commitment to exceptional service.
• Utilize ERP and order management systems to manage customer orders, inventory visibility, and shipment tracking.
• Perform other related duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s or Bachelor’s degree in business, supply chain, customer service, or a related field, or equivalent work experience.
• 2–5+ years of experience in order management, customer service, sales support, or a related operational role.
• Experience processing high volumes of customer orders while maintaining a high level of accuracy and service.
• Strong knowledge of order entry, pricing validation,…