JOB OVERVIEW:
The Order Management Specialist is responsible for the end-to-end lifecycle of customers’ orders, from order receipt through shipment and delivery. Serving as the primary point of contact for assigned customer accounts, the individual identifies service risks and coordinates resolution of issues that may impact the customer.
This role serves as a critical link between customers and internal teams, including Sales, Production Planning, Logistics, Warehouse, Quality, Finance, and Supply Chain. The Order Management Specialist leverages SAP to manage the end-to-end order lifecycle, ensuring accurate order processing, monitoring delivery commitments, resolving order exceptions, and providing timely, accurate communication to customers and stakeholders.
The Order Management Specialist maintains ownership of customer order requirements, proactively identifying potential risks to fulfillment, and collaborating cross-functionally to resolve issues before they impact service, delivery performance, or customer satisfaction. Success in this role requires strong customer focus, accountability, sound judgement, proactive problem solving and the ability to anticipate customer needs and service risks.
KEY RESPONSIBILITIES:
Customer & Account Management
- Serve as the primary contact for assigned customer accounts.
- Build strong working relationships with customers and develop an understanding of their ordering patterns, requirements, priorities, and service expectations.
- Respond to customer inquiries regarding orders, availability, delivery dates, backorders, and other service-related matters.
- Provide proactive communication regarding delays, shortages, order changes, and potential service issues.
- Coordinate customer requests with Sales and appropriate internal departments.
- Escalate significant customer or service concerns when appropriate.
- Support the resolution of customer complaints and follow through until issues are resolved.
Order Management & SAP Execution
- Receive, review, enter, and maintain customer orders accurately and within established service timelines.
- Manage the complete customer order lifecycle in SAP from order entry through shipment and delivery.
- Validate customer purchase orders for pricing, quantities, requested delivery dates, product information, and other requirements.
- Monitor open sales orders and identify orders requiring action.
- Review product availability, delivery dates, order status, backorders, and potential shortages.
- Make appropriate order updates in SAP and ensure changes are communicated to affected stakeholders.
- Maintain accurate customer and order information in SAP.
- Investigate and resolve order discrepancies, blocked orders, pricing issues, delivery issues, and other transactional exceptions.
Delivery & Backorder Management
- Monitor assigned customer orders to ensure delivery commitments are being met.
- Review backorders and open orders daily and prioritize required follow-up.
- Identify potential shortages or service risks before they impact the customer.
- Work with Production Planning, Warehouse, Logistics, and Supply Chain to determine recovery plans and revised delivery commitments.
- Coordinate priorities when product availability cannot meet all customer requirements.
- Ensure customers receive timely updates regarding revised delivery expectations.
- Follow through on outstanding issues until resolution.
Cross-Functional Coordination
- Work closely with Production Planning to understand production schedules and product availability.
- Coordinate with Warehouse and Logistics regarding shipment status, delivery requirements, and urgent customer needs.
- Partner with Quality regarding complaints, product concerns, and customer requirements.
- Collaborate with Sales regarding customer priorities, account issues, and service risks.
- Participate in Customer Service huddles and cross-functional meetings as required.
- Escalate recurring operational issues and identify opportunities for process improvement.
Customer Service Performance & Continuous Improvement
- Monitor customer account performance and identify recurring service issues.
- Leads regular customer conversations and acts as the advocate for the customer within internal groups
- Support tracking of key Customer Service measures including OTIF, order accuracy, backorders, complaints, and response times.
- Identify trends or recurring issues affecting assigned customers and bring them forward for resolution.
- Participate in root-cause analysis and continuous improvement initiatives.
- Support improvements to Customer Service and SAP processes.
- Share SAP and process knowledge with other Customer Service team members.
- Maintain appropriate documentation of Customer Service processes and account requirements.
QUALIFICATIONS:
Education
- College diploma or university degree in Business Administration, Supply Chain, Operations, or a related field preferred.
- Equivalent combination of education and relevant experience will be considered.
Experience
- 3–5 years of Customer Service, Customer Account Management, Order Management, Supply Chain, or related experience.
- Experience working in a manufacturing environment strongly preferred.
- SAP experience required; SAP S/4HANA and Sales & Distribution (SD)
- Experience supporting customer accounts with complex order and delivery requirements preferred.
- Experience in packaging, plastics manufacturing, consumer products, or a related industry is an asset.
- Strong understanding of customer service and order management processes.
- Strong SAP order management skills.
- Ability to manage multiple customer accounts, priorities, and deadlines.
- Strong problem-solving and follow-through skills.
- Ability to identify potential customer service risks and take proactive action.
- Strong attention to detail and commitment to order accuracy.
- Ability to work effectively across Production Planning, Warehouse, Logistics, Sales, Quality, and Supply Chain.
- Strong verbal and written communication skills.
- Ability to remain organized and effective in a fast-paced manufacturing environment.
- Strong Excel and Microsoft Office skills.
- Ability to interpret basic customer service and order performance data.
The successful candidate is customer-focused, proactive, organized, and accountable, with strong SAP order management experience and the ability to identify and resolve service issues before they impact customers. If this sounds like you, apply today!
Pay: $25.00-$28.00 per hour
Expected hours: 40.0 per week
Education:
- Bachelor's Degree (preferred)
Experience:
- Customer Service: 3 years (preferred)
- Account Management: 3 years (preferred)
- Order Management: 3 years (preferred)
- SAP S/4HANA and Sales & Distribution (SD) : 2 years (preferred)
- Supply Chain: 2 years (preferred)
Work Location: In person
