Job Description

Job Summary

The Order Management Specialist is a critical member of the transactional operations and customer support team, responsible for managing the end-to-end customer order process. This position serves as a key point of contact for customers regarding purchase orders, order entry, order status, production schedules, shipping requirements, and fulfillment.

The Order Management Specialist works closely with Sales Executives, Account Managers, Operations Coordinators, Logistics, and international operations teams to ensure a seamless and accurate customer purchasing and fulfillment experience.

The role requires excellent communication and organizational skills, strong attention to detail, a high sense of urgency, the ability to manage multiple priorities, and the ability to remain effective in a fast-paced, high-stress environment. The position will work extensively within SAGE accounting/ERP and Salesforce.com order management systems.

Key Responsibilities

Customer Management

• Serve as a primary point of contact for customers regarding purchase orders, order status, production schedules, shipping, and fulfillment.
• Receive and initiate customer calls and email communications related to orders.
• Respond to customer inquiries, resolve issues, and route requests to the appropriate internal team when necessary.
• Provide customers with clear, accurate, and timely information regarding order status and next steps.
• Maintain proactive and professional communication to ensure a positive customer experience.
• Communicate daily with the China Operations team to confirm pricing, order-ready dates, production schedules, and shipping requirements.
• Identify and resolve scheduling, planning, and order-related conflicts in collaboration with internal teams.

Order Entry & Order Management

• Create and maintain Sales Orders and Purchase Orders in SAGE.
• Review orders for completeness and accuracy, including quantities, pricing, customer information, and shipping requirements.
• Manage order approvals and submit confirmed orders to the appropriate China, U.S., or Mexico operations teams.
• Coordinate with China Operations to achieve the 48-hour confirmation target for pricing, order details, and expected order-ready dates.
• Communicate confirmed order-ready dates and production schedules to customers.
• Monitor open orders and provide timely status updates.
• Enter, update, and track order-related activities within customer portals and internal order management systems.
• Modify, split, or rearrange orders based on customer requirements and operational needs.
• Update purchase orders to reflect final quantities, shipping requirements, and other approved changes.
• Maintain accurate and up-to-date order records throughout the entire order lifecycle.

Shipping & Logistics

• Communicate available shipping methods, carrier options, and shipping rates to customers.
• Coordinate with customers to determine appropriate shipping methods and carrier requirements.
• Track customer shipments and provide timely delivery updates.
• Monitor orders to ensure shipments are processed and delivered according to customer expectations.
• Communicate shipment delays, changes, or issues to customers and Account Management.
• Update shipping information within the accounting/order management system.
• Coordinate with the Logistics team to ensure required customs and clearance documentation is prepared and provided on time.
• Support international order fulfillment and shipment coordination as needed.

Cross-Functional Collaboration

• Partner closely with Sales Executives, Account Managers, Operations Coordinators, Logistics, Accounting, and international operations teams.
• Coordinate information between customers and internal operations teams to ensure accurate and timely order fulfillment.
• Escalate order, production, pricing, or shipping issues when necessary.
• Maintain strong communication across departments to prevent delays and ensure customer expectations are met.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Procurement, Operations, or a related field from an accredited college or university.
• Experience in order management, order entry, customer service, customer account support, or transactional operations.
• Experience supporting B2B customers and customer accounts.
• Strong experience working with purchase orders, sales orders, order processing, and order tracking.
• Strong written and verbal communication skills.
• Excellent attention to detail and data accuracy.
• Strong organizational and time-management skills.
• Ability to prioritize multiple orders and customer requests in a fast-paced environment.
• Strong sense of urgency and ability to meet deadlines and service-level expectations.
• Ability to work independently while collaborating effectively with cross-functional teams.

Preferred Qualifications

• Experience with SAGE / Sage ERP.
• Experience with Salesforce.com / Salesforce CRM.
• Experience working with ERP, CRM, customer portals, or order management systems.
• Experience with shipping, logistics, freight, or international order fulfillment.
• Experience coordinating with international manufacturing or operations teams.
• Experience in consumer products, beauty, skincare, cosmetics, or packaging industries.
• Experience managing international orders and customs/clearance documentation.

You should be proficient in:

• Customer Operations Specialist
• Customer Service Coordinator
• Order Management Coordinator
• Order Management Specialist
• Order Processing Specialist
• Supply Chain Coordinator