JOB OVERVIEW
Position Title: Order Management Lead/Operations Manager (Order Management)
Schedule: CST time zone (Must have recent night shift or amendable to work night shift)
Salary: up tp $2,200 (depends on exp)
Benefits: 13th month pay, professional growth and more
Our US long term partner is seeking an Order Management Lead to ensure seamless order management and operational excellence across their organization. They’re a leading e-comm company & INC 5000-recognized, fast-growing team in the US. The ideal candidate will be a problem-solver with strong leadership skills and a track record of driving operational efficiency.
What You’ll Do
– Oversee and optimize the entire order management process, from intake to fulfillment, including:
– Bringing in customer orders from various sources (portals, EDI, emails, faxes)
– Confirming and making changes to orders in the ERP system
– Releasing orders/backorders for shipping and organizing for easy picking
– Creating delivery slips, invoicing shipped orders, and managing EDI documents
– Uploading shipping and invoicing information to customer portals
– Lead and mentor the Order Management team, driving accountability and ensuring KPIs and SLAs are consistently met or exceeded.
– Manage key accounts with complex requirements, ensuring high customer satisfaction through:
– Responding to inquiries with same-day service
– Handling payment issues and order-related problems
– Providing information on inventory availability and product inquiries
– Phone outreach
– Proactively identify and resolve operational issues, developing and implementing solutions to prevent recurrence.
– Drive continuous improvement by:
– Analyzing operational data to identify trends and opportunities
– Collaborating cross-functionally to implement strategic changes
– Contributing to special projects aimed at improving performance and scalability
– Spearhead process documentation (SOP) creation, encompassing both refinement of existing procedures and development of new ones.
– Develop and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams.
– Maintain accurate documentation of all actions, conversations, and issues using designated tools (e.g., Front and Airtable).
– Communicate effectively with the Warehouse team for shipment alignment.
– Perform other duties as assigned.
Who You Are
– A seasoned professional with 5+ years of experience in operations management, preferably in e-commerce or retail
– An experienced team manager
– Bachelor’s degree in Business, Operations Management, or a related field
– Must have recent night shift (PH time) experience and willing to report to work during CST hours
– Proven track record of contributing to team success and driving operational excellence
– Expert in order management systems, EDI, and inventory management
– Strong analytical skills with the ability to translate data into actionable insights
– Excellent problem-solving skills with a solutions-oriented mindset
– Outstanding communication and interpersonal skills
– Ability to thrive in a fast-paced environment and manage multiple priorities
– Proficient in MS Office suite, with advanced Excel skills
– Experience with ERP systems and process automation tools
– Experience with SAP or NetSuite (HUGE plus)
How to Apply:
Send your updated resume to [email protected]
Subject Line: OLJMOcean OrderManagement-0210
1) Share the nature of business that you’ve been exposed to in operations/order management (B2B e-comm/retail, B2C ecom/retail, drop shipping, shared services etc.) Also explain types of customers you cater to (b2b or b2c)
2) Can you describe your order management process (step by step)? Who are the different parties involved? What are you managing (accountable to) and hands-on work you do? Please exp.
3) Do you use EDI systems and ERP software like SAP or NetSuite? What do you use them for? Pls explain briefly
4) How do you manage your staff? What is your management style?
5) Can you share the volume of orders your team process and/or you manage daily or weekly?
SKILL REQUIREMENT
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