Order Management Specialist

Order Management SpecialistFlock Safety is looking for an Order Management Specialist to join our team in a remote capacity. Exemplary time management skills, a desire to solve customer problems, and effective communication are all key components to being successful in this role.This role is part of the Order Management department and will be responsible for the day-to-day internal and external order audits, case handlings, and escalations in regard to invoice and order questions. You will be a member of the team that drives and owns customer billing operations resolutions.Key responsibilities:Responsible for a dedicated queue of order audits and collaborating with cross functional teams to ensure audit completion and accuracy.Act as the primary point of contact for customers and internal stakeholders to resolve billing operations case issues and escalations.Collaborate with cross functional teams and individuals in executing this responsibility within your assigned segment.Proactively manage audit queue and case counts to ensure resolution is achieved in a timely manner.Maintain concise, complete, and accurate audit and case notes and tags to enable management to report on performance and objectives.Perform customer reconciliations and analysis relating to perceived discrepancies and customer clarity as needed.Foster strong relationships with internal teams to streamline communication and problem-solving.Escalate internal and external inquiries through management meetings and email communication to ensure timely resolution.Identify and suggest process improvements to enhance efficiency, optimize workflows, and maximize resources.Perform other duties as assigned to support the finance team, including but not limited to cash application, customer invoicing, collections, and MEC deliverables.The Skillset2-5 years of experience in billing operations and accounts receivable in a fast-paced, high-growth environment, demonstrating the ability to thrive under pressure and manage multiple priorities efficiently.Excellent written and verbal communication skills.Experience in managing escalated customer matters with professionalism and tact, along with the ability to support team members.Strong analytical skills with the ability to navigate and manipulate datasets in Excel and Google Sheets, utilizing pivot tables, VLOOKUPs, and complex formulas to extract insights and drive informed decision-making. Assessment required.Possess a high level of enthusiasm, a positive attitude, and the ability to remain adaptable in response to changing needs and priorities within a dynamic, fast-paced work environment.Self-motivated and organized, with the ability to work independently, effectively managing and using time through organization and structure.A team player, capable of collaborating cross-functionally with various departments to solve complex issues and drive effective, optimal account resolutions.Excellent communication skills, with the ability to interact confidently and clearly with both internal stakeholders and external customers.Proven experience with Salesforce and Zoom calls is a plus.Feeling uneasy that you haven't ticked every box? That's okay; we've felt that way too. Studies have shown women and minorities are less likely to apply unless they meet all qualifications. We encourage you to break the status quo and apply to roles that would make you excited to come to work every day.90 Days at FlockWe are a results-oriented culture and believe job descriptions are a thing of the past. We prescribe to 90 day plans and believe that good days lead to good weeks, which lead to good months.The First 30 DaysSchedule time with all "Key People" in the first 30-45 days. Meet with CSM/TSMs that oversee the same accounts as you.Gain an understanding of the workflows relating to order audits, cases, and escalations. Start to get an understanding of how to investigate and respond to requests.Gain an understanding of the company's products and services, customer contractual terms and payment terms.Learn how to navigate Salesforce Orders, Audits, and Cases and the AR aging in Tesorio.The First 60 DaysBe comfortable with working through your audit and case queue.Start gaining an understanding of your customer's needs.Be able to walk through your aging and explain what is going on with customers and their invoices.Be able to answer most questions that surround why orders should pass or fail and external and internal questions that come into your case queue.Start answering more customer questions by email and phone call in regards to invoices and concerns.90 Days & BeyondThorough understanding of billing and collections issues on all your customer accounts.Solid working relationships formed with TSMs and CSMs on all your customer accounts.Ability to provide timing of collections on all your accounts.Collections notes are current and accurate.By now you are working independently to resolve customer billing and collections issues and engaging internal stakeholders as necessary.Understand the invoice and collection process. Work to hit SLAs and collections goals.Salary & EquityIn this role, you'll receive a starting salary between $70,000 and $75,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in-depth with you during our first chat.LocationWe're building the impossible, together. To drive innovation through in-person collaboration, we're prioritizing candidates in our key hubs: Atlanta, Austin, Boston, Chicago, Denver, Los Angeles, New York City, and San Francisco. While we value the energy of our hub communities, we embrace remote work and welcome applications from exceptional talent across the United States.The PerksFlexible PTO : We offer non-accrual PTO, plus 11 company holidays.Fully-paid health benefits plan for employees : including Medical, Dental, and Vision and an HSA match.Family Leave : All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support.Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.WFH Stipend: $150 per month to cover the costs of working from home.Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.Home Office Stipend: A one-time $750 to help you create your dream office.Flock is an equal opportunity employer. We celebrate diverse backgrounds and thoughts and welcome everyone to apply for employment with us. We are committed to fostering an environment that is inclusive, transparent, and collaborative. Mutual respect is central to how Flock operates, and we believe the best solutions come from diverse perspectives, experiences, and skills. We embrace our differences and know that we are stronger working together.If you need assistance or an accommodation due to a disability, please email