Order Management Specialist I

Order Management Specialist

The position is the primary liaison for the Customer Success team of Carlisle Construction Materials and the customers who purchase our materials. The Order Management Specialist manages a defined portfolio of customers and develops a working knowledge of customer preferences and constraints to proactively support successful order fulfillment. This role is responsible for managing a multi-billion-dollar portfolio of construction materials sourced from manufacturing facilities and third-party vendors delivering to jobsites and warehouses across the U.S.

Each Order Management Specialist works closely with all elements of the supply chain. After completing a structured, hands-on training, the Order Management Specialist will be assigned a dedicated territory of business-to-business customers. This interactive role involves daily collaboration and relationship management to ensure accurate order processing, timely shipments, and exceptional customer service. Specialists take full ownership of their territory, serving as the primary point of contact and trusted partner for their customers.

This position is for you if you thrive in managing a high and variable volume of customer orders and inquiries, often simultaneously, with competing priorities and time-sensitive requirements. The ideal candidate thrives in a collaborative, cross-functional environment and approaches challenges with a growth mindset, eager to learn, adapt, and continuously improve.

Duties and Responsibilities:

Daily Account Management (includes but is not limited to):

• Order Management
  • Oversee the complete lifecycle of customer orders, from applying judgment to prioritize orders, resolve constraints, and make tradeoff decisions that balance customer commitments with operational realities.
  • Accurately enter, update, and maintain order data in ERP and logistics systems, ensuring accuracy and completeness.
• Order Calculations and Conversions
  • Perform order-related calculations and conversions to ensure accurate ordering, packaging, and shipment quantities (e.g., units per carton, unit-of-measure conversions, and quantity conversions such as pieces-to-square footage).
• Building and Maintaining Customer Relationships
  • Develop and maintain productive relationships to support collaboration and long-term customer satisfaction both internally and externally. By representing customer needs, ensuring commitments, constraints, and expectations are clearly communicated across teams.
• Troubleshooting Customer Needs and Expectations
  • Actively resolve customer issues, and anticipating failures with a since of urgency, (i.e. Lead time, credit, substitutions) to ensure each customer interaction delivers the Carlisle Experience.
  • Own customer satisfaction outcomes by setting clear expectations, communicating proactively, and following through until resolution.
• Cross-Departmental Collaboration
  • Partner with internal teams including Sales/Pricing, Shipping, Inventory Control, Credit, Operations, Accounts Payable, and within the Customer Success Team to coordinate and support customers' daily needs and activities.
• Shipping Logistics Facilitation
  • Coordinate and track the movement of materials to ensure timely and accurate deliveries, as requested using existing tools/ shipping teams.
• Third-Party Vendor Collaboration
  • Work closely with external suppliers to ensure quality, timeliness, and consistency of materials and services.
• Invoice Resolution Management
  • Identify and resolve billing issues or discrepancies to ensure invoices are accurate and processed promptly.
• Customer Inquiry Response
  • Provide prompt, knowledgeable responses to customer inquiries via phone or email, ensuring a professional and customer-focused experience.
• Continuous Improvement
  • Participates in continuous improvement initiatives by identifying process gaps, testing enhancements, and adopting new tools or workflows.
• Measuring Customer Experience and Performance
  • Performance is evaluated using a combination of qualitative and quantitative measures aligned with business priorities (i.e. Order Accuracy, and Past Due metrics).

Knowledge/Skills/Abilities:

• Required:
  • Ability to work within ERP and logistics systems while maintaining data accuracy and navigating frequent exceptions, constraints, and changing conditions.
  • Strong attention to detail and ability to meet quality expectations in a metrics-driven environment (including order accuracy/error rate).
  • Applied math and conversion skills ability to accurately perform order-related calculations and conversions.
  • Effective written and verbal communication skills, including professional customer communication via phone and email.
  • Strong organization, follow-through, and ability to manage multiple open items simultaneously.
  • Ability to prioritize, multitask, and manage competing deadlines in a fast-paced environment.
  • Ability to follow procedures, adapt to change, and continually build skills through feedback and learning.
  • Ability to work effectively in a collaborative, team-based environment with cross-functional partners.
  • Ability to manage customer expectations and handle pushback professionally while maintaining a customer-focused approach.
• Preferred:
  • Experience in order management, logistics coordination, scheduling, or inside sales support.
  • Proficiency in Microsoft Office (Outlook and Excel).
  • Experience supporting customers in a manufacturing, distribution, or construction-related environment.
  • Experience working in ERP systems (SAP preferred).

Education and Experience:

• Required:
  • High School Diploma
  • 1+ year of experience in customer service, order entry, administrative support, or a related role.
  • Experience supporting customers with a focus on responsiveness, follow-through, and customer satisfaction.
• Preferred:
  • Associate's degree in business, supply chain, or related field
  • 1+ year of experience in a B2B customer service, order management, or customer support environment.
  • Experience in order-to-cash, logistics, or supply chain coordination
  • Experience working in ERP and/or logistics systems (SAP preferred)

Working Conditions:

Office environment with standard office equipment. Occasional exposure to manufacturing areas.

This is a fully in-office position until training requirements have been met. Upon completion of training, the position follows a hybrid schedule, allowing up to 16 hours of remote work weekly with management discretion. The incumbent is expected to maintain a dedicated, secure, and ergonomically appropriate home office environment with reliable high-speed internet connectivity. The role requires the ability to work independently with minimal supervision while maintaining regular communication with colleagues and stakeholders via virtual collaboration tools.

The position typically operates during standard business hours of Monday Friday (8am 5pm), with occasional flexibility required to accommodate meetings across time zones or critical business needs. The employee is expected to comply with all company policies related to data security, confidentiality, and remote work standards.

Minimal travel up to 0-5% may be requested based on business needs with advance notice provided. The company will reimburse travel expenses in accordance with its travel and expense policy.