About the role
Senior Order Management Specialist
Senior Order Management Specialist will manage end-to-end order processing across a global customer base. This role focuses on order accuracy, timely fulfillment, issue resolution, and continuous process improvement.
You will work closely with Sales, Finance, Logistics, and Customer Success teams to ensure smooth order lifecycle management while minimizing delays and errors.
What You'll Do
- Manage the full order lifecycle from order entry to shipment and delivery.
- Review, validate, and process customer orders in ERP/CRM systems.
- Handle complex, high-value, or contract-based orders with accuracy
- Ensure timely order fulfillment aligned with defined SLAs.
- Coordinate with Sales, Finance, and Logistics to resolve order-related issues.
- Monitor order status, backlogs, and delivery schedules proactively.
- Investigate and resolve order discrepancies, including pricing, billing, and shipping issues.
- Manage order modifications, cancellations, returns (RMA), and credit/rebill processes.
- Act as escalation point for critical or delayed orders.
- Generate and analyze reports on order volume, turnaround time, and accuracy.
- Identify bottlenecks and recommend process improvements or automation opportunities.
- Maintain accurate documentation for audit and compliance purposes.
- Support system enhancements, testing (UAT), and process documentation (SOPs)
Experience & Technical Background:
- 5+ years of experience in Order Management / Order Processing / O2C operations.
- Strong experience working with ERP systems (SAP, Oracle, NetSuite, Salesforce, etc.)
- Proven track record of managing high-volume and complex order workflows.
- Excellent analytical and problem-solving skills.
- Strong communication skills with stakeholder management experience.
- High attention to detail and ability to manage multiple priorities.
- Experience working in a global or shared services environment.
Bonus Point:
- Knowledge of Order-to-Cash (O2C) lifecycle processes.
- Experience with automation tools or workflow solutions (RPA).
- Exposure to SLA/KPI-driven environments.
- Lean / Six Sigma certification.
- Experience improving order cycle time and reducing errors.