Manager – Order Management

Job Title: Manager – Order Management
Job Summary:

The Order Management Manager (Focal) is responsible for overseeing and managing the end-to-end order fulfilment process for commercial orders for West region. This role ensures the accurate and timely processing of customer orders, from order entry to final delivery, working independently to manage daily operations. This role involves collaboration with cross-functional teams, including sales, inventory, plant and logistics, to resolve issues and ensure customer satisfaction.

Key Responsibilities:

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  Order Processing & Fulfilment:
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  Manage the entire order lifecycle, including order entry, processing, and fulfilment.
  • Ensure that orders are entered accurately into the order management system and track progress throughout the order cycle.
  • Supports order changes, cancellations, or modifications based on customer requests and system updates.

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  Customer Support & Issue Resolution:
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  Act as a point of contact for customers and internal teams to resolve any order-related inquiries or issues.
  • Troubleshoot order discrepancies, delays, and product availability issues, ensuring timely and effective resolution.
  • Collaborate to provide prompt responses and maintain a high level of customer satisfaction.

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  Cross-functional Collaboration:
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  Work closely with sales, logistics, inventory, plant and finance teams to ensure smooth order processing and fulfilment.
  • Assist in ensuring alignment between order processing and product availability to avoid delays or errors.
  • Coordinate with logistics to monitor and expedite order shipments, ensuring timely delivery.

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  Process Improvement & Efficiency:
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  Continuously evaluate order management processes and identify opportunities for improvements or streamlining.
  • Propose and implement process enhancements to reduce errors, shorten cycle times, and improve customer satisfaction.

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  Reporting & Tracking:
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  Monitor order status and provide updates to stakeholders on order progress.
  • Track and report on key performance indicators (KPIs) such as order cycle time, on-time delivery, and customer satisfaction metrics.
  • Analyze order data to identify trends or recurring issues and provide actionable insights.

Qualifications:

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.
  
  • 7+ years of experience in order management, with a focus on commercial or B2B transactions.
  • Proficiency in order management systems (e.g., SAP, Oracle, Salesforce) and Microsoft Office Suite (Excel, Word).
  • Strong attention to detail and organizational skills.
  • Excellent written and verbal communication skills.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Strong problem-solving skills and ability to think critically under pressure.
  
  Preferred Skills:
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  Experience with ERP systems or advanced order management software.
  • Understanding of supply chain, logistics, and inventory management best practices.

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