Description
Overview: The Order Management Specialist will be working with a team responsible for ensuring all orders, credits, cancellations and related countersignature requests are processed accurately and comply with company policies within Salesforce.com and ERP systems. This entry-level management role requires hands-on involvement in day-to-day operations, queue monitoring and employee development. A Specialist will foster a collaborative environment, support team growth and ensure alignment with organizational priorities while maintaining high standards for accuracy and compliance.
Key Responsibilities
- Manage daily order management operations, ensuring accuracy, timeliness and compliance with company policies.
- Monitor and prioritize team queues, assigning tasks such as document management, credit processing, case resolution and quotes.
- Act as the primary escalation point for issues that the Team cannot resolve, coordinating with cross-functional teams for quick resolution.
- Conduct regular one-on-one check-ins and team meetings to identify operational challenges and provide coaching for performance improvement.
- Support employee development by encouraging participation in upskilling and professional growth initiatives, including Ranger status achievements.
- Ensure strict adherence to SOX compliance and other internal controls related to financial transaction processing and order accuracy.
- Collaborate with Sales Operations, Finance, Legal, Customer Service and other relevant teams to resolve discrepancies or complex order matters.
- Lead continuous improvement initiatives by gathering feedback, identifying gaps and implementing process enhancements to optimize team efficiency.
- Foster a positive team environment that promotes retention by addressing concerns, recognizing achievements and encouraging open communication.
- Adapt and manage flexible work hours to support Pacific Time Zone operations, maintaining calm and professionalism during time-sensitive situations.
Required Skills And Qualifications
- Degree or equivalent proven experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- Proven leadership ability in managing small teams, preferably in order management or related operational roles.
- Experience using Salesforce.com or similar CRM systems; familiarity with ERP tools for financial transaction processing is a plus.
- Strong research, problem-solving, and organizational skills with high attention to detail.
- Excellent verbal and written communication skills with the ability to interact effectively across cross-functional teams.
- Ability to perform under pressure while maintaining professionalism and accuracy in a fast-paced environment.
- Understanding of Sarbanes-Oxley (SOX) compliance requirements and internal controls related to finance and order processing.
- Flexible availability to support operations.
- Strong coaching and employee development skills, with a focus on fostering growth, upskilling, and team retention.
