We are looking for an Order Management Specialist to support customers and oversee the full order lifecycle from initial request to final delivery. This role is ideal for someone who combines strong customer service skills with a sharp attention to detail and the ability to coordinate effectively across multiple internal teams. The successful candidate will help maintain service quality, resolve order-related issues, and contribute to process consistency and continuous improvement.

Responsibilities:
• Oversee a designated group of customer accounts, ensuring inquiries, service requests, and delivery concerns are handled in a timely and detail-focused manner.
• Process customer orders accurately from entry through shipment, confirming pricing, product availability, lead times, and shipping instructions before release.
• Track open orders, inventory status, production timing, and transportation schedules to help ensure commitments are met.
• Work closely with planning, logistics, supply chain, and other internal partners to address shortages, delays, and service-related challenges.
• Manage updates such as order revisions, returns, credits, and pricing issues while keeping customers informed of progress and outcomes.
• Maintain complete and accurate records for customer profiles, order activity, correspondence, and supporting documentation within company systems.
• Act as a knowledgeable resource for order management processes by assisting colleagues with transaction support, troubleshooting, and procedural guidance.
• Contribute to process documentation, system testing, and improvement initiatives, including reporting recurring issues and suggesting more efficient workflows.
• Review service performance trends such as response times, order accuracy, and delivery results to support reporting and continuous improvement efforts.
• At least 5 years of experience in customer service, account coordination, or order management within a fast-paced business environment.
• Post-secondary education in Business, Supply Chain, Operations, or a related discipline is considered an asset.
• Hands-on experience using SAP for order processing, customer data maintenance, and transaction support.
• Strong background in complaint resolution, billing-related activities, and managing customer service issues to completion.
• Ability to support demand planning and inventory forecasting by providing accurate order and customer information.
• Excellent communication and organizational skills with the ability to manage multiple priorities and follow through on commitments.
• High attention to detail and accuracy when handling pricing, delivery information, and customer-specific requirements.

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