Order Management Specialist

Order Management Specialist

The Order Management Specialist is responsible for processing customer orders, coordinating inventory and shipping, and optimizing order fulfillment processes. This role requires strong attention to detail, data-driven decision-making, and collaboration with cross-functional teams to enhance efficiency and customer satisfaction. The position supports order processing for Bose direct consumers and key resellers across the Americas, Europe, Australia, and New Zealand. It requires the ability to lead themselves effectively in a fast-paced and transformational environment, utilize data to drive improvements, streamline processes to enhance efficiency and customer satisfaction, and participate in meetings with cross-functional teams.

Key Role Responsibilities:

• Manages the end-to-end order processing lifecycle up to the billing phase (AR takes over post-billing/invoicing).
• Processes inbound orders against current inventory, confirms dates/commitments, and aligns fulfillment schedules with contract manufacturers and distribution centers (DCs).
• Monitors logistics flows and fulfillment progress alongside 3PL/Logistics partners.
• Tracks and ensures successful billing creation once products ship.

Candidate Profile & Required Skills:

• Experience & Background: Prior experience in supply chain management, order management, or logistics. Candidates with related degrees/backgrounds (e.g., Supply Chain, Logistics, or related disciplines) are preferred.
• Technical Skills: Proficiency with ERP systems (SAP ECC preferred), Power BI, and Excel for tracking and offline data manipulation.
• Soft Skills & Competencies: High attention to detail, strong critical thinking, proactive communication, and organizational skills to multitask and prioritize competing operational requests independently.

Key Objectives & Accountabilities:

• Accurately process and manage customer orders to ensure successful invoicing.
• Verify product availability and coordinate with supply, demand, and sales teams to improve OTIF (On Time In Full) deliveries.
• Communicate with customers regarding order status and resolve inquiries.
• Coordinate with logistics and shipping teams to ensure timely and accurate deliveries.
• Handle returns, exchanges, and transaction issues, collaborating with IT for technical resolutions.
• Work closely with sales, supply chain, demand planners, and customer service to align on targets and optimize order fulfillment.
• Identify and implement process improvements to maximize efficiency in customer order management.
• Structure and provide data to support process improvement and automation initiatives.
• Report on order metrics and service levels for designated accounts.
• Identify and suggest improvements to the end-to-end customer-to-cash process to streamline workflows focused on maximizing efficiency.
• Support data needs for process improvement and automation with measurable impact.
• Participate in meetings with cross-functional teams as required.
• Additional duties as assigned.

Hard Skills:

• Strong analytical skills for data interpretation and decision-making.
• Knowledge of customer-to-cash, supply chain, distribution, and sales processes.
• Proficiency in Excel, Power BI, and MS Office.
• Experience with SAP, CRM, EDI, Salesforce, or related enterprise software.
• Experience with supply and demand planning software.
• Knowledge of automation technology tools (preferred).
• Fluency in English (mandatory)

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.