Sr. Order Management Specialist

Job Summary :

The Sr. Order Management Specialist Lead oversees a small team (2–3) responsible for end-to-end order processing in CRM / SAP from PO receipt through invoicing. The role drives accuracy, timeliness, and a customer-centric experience, owns EDI execution, resolves escalations, and partners closely with Sales, Supply Planning, Logistics, and Customer Success. This leader coaches and develops the team, standardizes best practices, and champions continuous improvement to optimize on-time, in-full delivery and operational efficiency.

General Job Duties and Responsibilities :

• Lead day-to-day operations for order entry, processing, and management within CRM / SAP; own the workflow from PO receipt to customer invoicing.
• Coach, mentor, and develop a 2–3 person team to improve accuracy, speed, and service quality; manage workload coverage and backups.
• Serve as escalation point for complex customer / order issues; ensure professional, timely resolution.
• Oversee EDI transactions; troubleshoot and resolve document errors for assigned accounts.
• Partner with Sales, Supply Planning, and Logistics to clear order blocks, align ship plans, and ensure OTIF delivery.
• Maintain data integrity across ERP / portals; leverage dashboards / reports to track orders and proactively address exceptions.
• Foster a customer-first culture, ensuring prompt and professional responses to inquiries and strong relationship management.
• Identify and lead process improvement initiatives to eliminate non-value-added work; support best-practice adoption across the function.
• Participate in continuous improvement projects and cross-functional initiatives that enhance order-to-cash performance.
• Other duties as assigned.

Supervisory Responsibilities :

Qualifications :

Physical Demands :

This role is performed in a professional office or hybrid environment and requires prolonged periods of computer work, frequent participation in virtual meetings, and regular interaction across teams and partners. Occasional moving of files, product samples, or shipping materials up to 50 pounds may be required. Limited travel to warehouses, 3PLs, or customer sites may occur based on business needs and project work. Specific vision abilities required for this job include close vision, color vision, and the ability to adjust focus.