Order Management Specialist

Order Lifecycle Management

• Oversee the entire order lifecycle, ensuring seamless order processing, tracking, and reconciliation from initiation to fulfillment.
• Implement and optimize processes to enhance efficiency, accuracy, and timeliness in order management.
• Monitor and analyze order data to identify trends, bottlenecks, and areas for improvement.

Reporting and Analytics

• Generate and distribute comprehensive daily reports for designated key accounts, ensuring data accuracy and relevance.
• Provide actionable insights and recommendations based on report findings to support strategic decision-making.
• Collaborate with stakeholders to refine reporting requirements and enhance report usability.

Customer Service Liaison

• Serve as the primary point of contact for customer service teams, addressing inquiries related to order status, product availability, and delivery timelines.
• Proactively communicate updates and resolutions ensuring transparency and maintaining high levels of satisfaction.
• Escalate critical issues to appropriate teams for timely resolution.

Cross-Functional Collaboration

• Partner with Procurement, Supply Chain Management (PSI/SCM), and Sales teams to ensure product availability and resolve escalations effectively.
• Facilitate collaboration between departments to address order discrepancies, errors, and other challenges.
• Act as a bridge between internal teams and external stakeholders to align on priorities and objectives.

Data Management and System Optimization

• Collect, document, and maintain detailed information logs for Home Appliance accounts, ensuring data integrity and accessibility.
• Work alongside IT and support teams to manage and maintain accurate system data mapping, enhancing operational efficiency.
• Identify opportunities for system improvements and contribute to the implementation of new tools or processes.

Invoice Processing and Compliance

• Prepare and process Commercial Invoices accurately and in compliance with company policies and regulatory requirements.

Consumer Communication Coordination

• Coordinate with the Call Center to ensure consumers are contacted within established Service Level Agreement (SLA) windows for order rescheduling or updates.
• Develop and implement strategies to improve consumer communication processes, enhancing customer experience.

Product Upgrade Management

• Process product upgrades for end-of-life models, ensuring smooth transitions for customers and minimal disruption to operations.
• Collaborate with Product Management to stay informed about upcoming product changes and communicate them effectively to relevant teams.

Hub Schedule Management

• Manage and update Hub schedule changes and relocations within internal systems, ensuring alignment with operational needs.
• Monitor Hub performance metrics and provide recommendations for optimization.

Flexibility and Availability

• Demonstrate flexibility by being available to work select holidays and/or overtime as business needs require.
• Adapt to changing priorities and demands in a dynamic business environment.

Required Skills and Qualifications

• Bachelor's degree required
• 2-4 years of experience in order management, supply chain, or a similar role.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Proficiency in SAP and Microsoft Office. Advanced Excel skills, including data analysis and reporting.
• Ability to thrive in a fast-paced, deadline-driven environment
• Strong team collaboration skills with the ability to manage competing priorities