Order Management Specialist Full Time

Job Summary

The Order Management Specialist – Contract Manufacturing is responsible for oversight of the entire production planning process for defined products across global subsidiaries; will serve as a coordination point between all internal stakeholders to execute against internal SOPs and external expectations and SLAs. This is a cross-functional role that will work with external partners to plan production schedules against available capacities and subsidiary and client demands, all the while providing the highest level of quality service, and ensuring for excellent communication to support our Client’s day to day requirements and specifications. The Specialist will gather complete order details, process orders, aid in managing materials inventory, coordinate with internal and external stakeholders, monitor and report on production status, work with scheduling and logistics teams, and monitor invoicing status. This position requires direct interface with internal and external stakeholders in a variety of departments, collaborating to ensure for a timely, accurate, and excellent client delivery experience. A high level of professionalism, responsiveness, attention to detail, and service is required for all duties.

Duties and Responsibilities

• Act as a liaison between local and international Sales team members, local production teams, and external production partners to provide first level coordination of client card orders
• Manage communication with key stakeholders and serve as an active contributor in updating work in progress (WIP) items on product dashboard
• Schedule and lead regularly scheduled production status and S&OP calls to track live, open, and forecasted orders; prompt relevant stakeholders in regards to open points, needs, and/or concerns
• Process incoming orders, including order confirmation or follow-up when additional information is needed
• Work with internal and external production scheduling and planning teams to evaluate client requirements, determine feasibility, and relay schedules to stakeholders
• Monitor capacity and define and control production priorities for all stakeholders, in alignment with leadership and critical stakeholders
• Communicate completely and promptly regarding any changes of scope, shipping changes, and/or production challenges
• Follow departmental procedures and protocols for interpreting client needs by transforming client requests into company production orders
• Enter information into corporate order and change management systems, ensuring for timely, accurate and efficient processing
• Process internal orders for testing, R&D, or sample production
• Submit PO requisitions as per organizational processes
• Use departmental procedures and system tools to notify/request material procurement, scheduling, design/data services, printing, production, shipping, billing, etc.
• Self-review work product against written SOPs and client standards
• Submit changes to Prepress or Production Department if client requests changes to their ordered product (proofs) during the order or fulfillment process
• File business documents per department procedures, protocols, and/or general business practices
• Coordinate or request shipping services and/or Customs paperwork from the Shipping Department; follow-up to gain tracking information for client records and/or billing
• Enter client complaints via defined organization process and follow-up with Quality team, as required, to ensure for timely resolution and response; track open quality issues and SLAs
• Perform other related job duties as assigned and required

Qualifications and Skills

• Bachelor’s degree; in lieu of degree, equivalent and related experience will be considered
• At least 2 years of order management experience in a Manufacturing, Printing, or related environment required
• At least 2 years of contract manufacturing, supply chain, and client service experience
• Strong organization, planning, and multitasking skills, with a high attention to detail
• Strong communication skills and excellent command of English, both written and verbal
• Proactive and responsive approach to meeting internal and external client expectations
• Self-motivated and responsible team player with the ability to interact in a collaborative manner to achieve expected results
• Ability to interact with globally varying communication and work styles
• Proficient user of Microsoft Office applications (most especially Excel, Outlook, and Teams); experience with digital file navigation and document handling
• General understanding of ERP system functionality with respect to order processing, inventory management, status monitoring and receiving; SAP experience strongly preferred
• Commitment to delivery of an excellent client experience
• Flexible to work outside of standard business hours, when needed, as well as willing and able to travel (up to 5%)

Tagged as: erp, SAP, technology