Primary purpose of the position:
The Order Management Specialist is responsible for end‑to‑end sales order processing for the United States and Canada markets. This role ensures accurate and timely order entry, coordination with internal stakeholders, compliance with commercial and trade requirements, and delivery of high‑quality customer service. The position plays a critical role in supporting revenue realization, customer satisfaction, and operational efficiency.
Essential Responsible Areas:
- Manage the full order‑to‑cash process, including order entry, validation, modification, and closure for US and Canada customers
- Review customer purchase orders to ensure accuracy, pricing, terms, and contractual compliance
- Coordinate with Supply Chain, Logistics, Credit, Sales, and Customer Service to ensure on‑time and complete order fulfillment
- Monitor order status, proactively address delays, shortages, or discrepancies, and communicate updates to stakeholders
- Serve as the primary point of contact for order‑related inquiries from customers, sales teams, and distributors
- Resolve order issues such as pricing discrepancies, billing errors, delivery concerns, and returns
- Support special order requirements, promotions, and customer‑specific agreements
- Follow internal controls, SOX requirements, and standard operating procedures
- Maintain accurate documentation and audit trails for all order transactions
- Track and report key order management KPIs
- Identify recurring issues and recommend process improvements or automation opportunities
- Participate in process standardization and transformation initiatives within GBS or shared services
Position Requirement & competencies:
- Bachelor’s degree in Business Administration, Supply Chain, Finance, or a related field
- 2–5 years of experience in Order Management, Customer Operations, Supply Chain, or Shared Services
- Experience supporting US and/or Canadian customers
- Experience working with cross‑functional and global teams
- Strong knowledge of order‑to‑cash processes
- Proficiency in ERP systems (e.g., SAP, Oracle). Knowledge of JD Edwards is a must
- Excellent communication skills in English (written and verbal)
- Strong communication, negotiation, and stakeholder‑management skills.
- Ability to work independently with high attention to detail and a sense of urgency.
Key Competencies
- Strong attention to detail and data accuracy
- Customer‑centric mindset
- Strategic thinking & business acumen
- Analytical and problem solving skills
- Communication and conflict resolution
- Customer relationship management
- Cross‑functional collaboration
- Organization and prioritization
- Data‑driven decision making
- Continuous improvement mindset
