Order Management Specialist II

Job Title: Order Management Specialist II

FLSA Status: Exempt

Department: Manufacturing and Supply Chain

Reports to: Global Logistics & Distribution Supervisor

Flex Work Eligible! This position qualifies for the Flexible Work Policy. Employees receive 75 work days annually to work remote! The initial amount of days is prorated for the first year based on start date.

GENERAL DESCRIPTION / PURPOSE:

The Order Management Specialist II is responsible for managing global parts and service demand from order entry to fulfillment as well as maintaining a rolling forecast of upcoming customer shipments. This role is accountable for ensuring we meet confirmed delivery dates and escalating any orders at risk of delay. The Order Management Specialist II is essential for delivering superior customer service and increasing the efficiency of the customer order process.

ESSENTIAL JOB FUNCTIONS:

Operational Excellence

• Monitor and track customer orders from receipt of purchase orders through fulfillment.
• Ensure all required order and part data is available and accurate at the time of order entry.
• Manage consolidated shipment schedule and ensure schedule is executed in the most efficient manner.
• Serve as the main point of contact for internal and external customers for all order-related communication.
• Manage customer relationships through regular phone, email, customer portal, and in-person communication.
• Identify and respond to order issues quickly and recommend creative solutions for unique circumstances such as part obsolescence, inventory shortage, and missed shipments.
• Identify process improvement opportunities to ensure the most efficient customer order process.
• Assist and support other logistics team members as workloads shift, including nominal order entry.
• Support weekend emergency orders on an as-needed basis.

Functional & Technical Skills

• Create shipments in IFS and coordinate outbound shipments with warehouse and logistics specialists.
• Generate and distribute weekly Open Order Reports to customers to provide status updates on outstanding orders.
• Generate customer invoice in IFS and ensure it accurately aligns with shipment details.
• Work cross-functionally with Sales, Procurement, and Logistics Teams to meet customer expectations.
• Able to problem solve, investigate part issues, look up shop orders, make decisions, and provide alternatives to satisfy customer needs

BEHAVIORAL COMPETENCIES:

• Communication
• Customer Focus
• Drive for Results
• Collaboration
• Values-Based
• Problem-Solving

REQUIRED QUALIFICATIONS:

Education: Bachelor's degree in business, or related fields

Experience: 3+ years of related experience in order management, customer service, and or other relevant experience.

• Proficient knowledge of IFS/ERP and Microsoft Office Products
• Advanced PC skills in Microsoft Word and Excel
• Experience working with cross-functional teams
• Strong customer service skills and working in a complex environment

*7+ years combination of education and experience in order management, customer service, or other relevant field.

PREFERRED QUALIFICATIONS:

• International experience in Brazil, India, Australia, Europe or China markets
• Experience in working with railroad transit/logistics desired
• Strong knowledge of process improvement tools and techniques (lean, 6 Sigma, etc)

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office deskwork, requiring sitting, walking, using phone & computer
• May lift up to 30 lbs. occasionally
• Can tolerate variable and sometimes challenging conditions during visits or inspections of company equipment in a railroad environment

Loram is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.

Rev: May 2024

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