Order Management Specialist II

Job Summary:

The Order Management Specialist is responsible for overseeing end-to-end order lifecycle processes, ensuring accuracy, efficiency, and alignment with business objectives. This role analyzes order flow, resolves complex issues, and drives process improvements across CRM and ERP systems. The position serves as a key liaison between Sales, Supply Planning, Logistics, and Customer Service, exercising independent judgment to optimize order execution, enhance customer experience, and improve operational performance.

General Duties and Responsibilities:

• Own and manage the full order lifecycle from purchase order receipt through invoicing, ensuring accuracy, timeliness, and compliance with company policies.
• Analyze order flow, identify bottlenecks, and implement solutions to improve order processing efficiency and fulfillment performance.
• Serve as the primary escalation point for complex order issues, coordinating cross-functional resolution with Sales, Supply Planning, Logistics, and Finance teams.
• Oversee and optimize EDI transaction processes for assigned accounts, including troubleshooting errors and improving data integrity and system performance.
• Develop and maintain reporting and dashboards to monitor order accuracy, fulfillment performance, and customer service metrics.
• Partner with customer service and sales teams to ensure high-quality customer communication and resolution of inquiries, enhancing overall customer experience.
• Evaluate system workflows across CRM, SAP, and related platforms to identify gaps and recommend system enhancements or automation opportunities.
• Collaborate cross-functionally to ensure alignment between order execution, inventory availability, and delivery commitments.
• Provide insights and recommendations based on order data, customer trends, and operational performance to support business decision-making.
• Lead or support process improvement initiatives to eliminate inefficiencies, reduce errors, and improve cycle times.
• Develop and document best practices and standard operating procedures to enhance consistency and scalability of order management processes.
• Provide backup support across accounts and contribute to team knowledge sharing and operational continuity.
• Ensure compliance with internal controls, data governance standards, and company policies across all order management activities.
• Other duties as assigned.

Supervisory Responsibilities:

• This job has no supervisory responsibilities.

Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain, Operations, or a related field preferred, or equivalent work experience in supply chain/order management in consumer products.
• Minimum 3 years of relevant experience in progressive supply chain/order management, preferably in eMobility, consumer electronics, or powersports.
• Experience working with ERP and CRM systems such as SAP and EDI platforms.
• Strong understanding of order lifecycle processes, fulfillment operations, and cross-functional coordination.
• Experience analyzing operational data and driving process improvements.
• Proven ability to manage complex issues and influence cross-functional stakeholders.
• Strong analytical and problem-solving skills with attention to detail.
• Effective communication skills with the ability to interact with internal teams and external customers.
• Ability to operate independently and manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Excel and reporting tools.
• Strategic thinker with a high degree of ownership, execution capability, and a results-oriented approach.
• Experience working in a multinational company within an international team is a plus.
• Bilingual in English and Mandarin is a plus.

Physical Demands:

This role is primarily office or hybrid-based with prolonged periods of computer work, frequent use of keyboards and mouse, and regular virtual/phone communication. Occasional movement of files or product samples up to 25 pounds may be required, as well as brief visits to warehouse or 3PL locations for coordination. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus. The employee must often lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

EEO Statement:

Segway Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law.