Job Title

Order Management Manager

Reporting To

Supply Chain Director

Job Summary

The Order Management Manager is responsible for leading the end-to-end order management process, ensuring accurate and timely processing of customer orders from receipt through fulfillment and invoicing. The role oversees a team responsible for order entry, order validation, customer communication, backlog management, and coordination with sales, logistics, planning, finance, and customer service teams to achieve service level targets and customer satisfaction.

Key Responsibilities

Order Management Operations

• Manage the complete order lifecycle from order receipt to fulfillment and invoicing.
• Ensure orders are processed accurately and within agreed service level agreements (SLAs).
• Monitor order backlog and proactively resolve order blocks, exceptions, and fulfillment issues.
• Oversee order prioritization and allocation activities during supply constraints.
• Ensure compliance with company policies, pricing, contracts, and order processing procedures.

Team Leadership

• Lead, coach, and develop the Order Management team.
• Establish performance goals and KPIs for team members.
• Conduct performance reviews and support employee development plans.
• Drive a culture of continuous improvement and customer focus.

Stakeholder Management

• Act as the primary escalation point for complex customer order issues.
• Collaborate closely with Sales, Supply Planning, Logistics, Warehouse, Procurement, Finance, and Customer Service teams.
• Build strong relationships with key customers and internal stakeholders.
• Facilitate cross-functional resolution of order fulfillment challenges.

Performance and Process Improvement

• Analyze operational performance and identify opportunities for process optimization.
• Implement best practices to improve order accuracy, cycle times, and customer experience.
• Lead continuous improvement initiatives utilizing Lean, Six Sigma, or similar methodologies.
• Drive automation and digital transformation initiatives within order management processes.

KPI and Reporting

• Monitor and report key performance indicators, including:
  • Order Entry Accuracy
  • On-Time Order Processing
  • Perfect Order Rate
  • Order Cycle Time
  • Backlog Volume
  • Service Level Achievement
  • Customer Satisfaction
  • Escalation Resolution Time

Systems and Compliance

• Ensure effective utilization of ERP systems (SAP, Oracle, Microsoft Dynamics, etc.).
• Maintain master data integrity related to customers, products, and pricing.
• Ensure compliance with audit requirements, internal controls, and regulatory standards.

Qualifications

Education

• Bachelor's Degree in Supply Chain Management, Business Administration, Logistics, Operations Management, or related field.
• Master's Degree preferred.

Experience

• 7-10+ years of experience in Order Management, Customer Operations, Supply Chain, or Order-to-Cash processes.
• Minimum 3-5 years in a people leadership role.
• Experience working in a Shared Services or Global Business Services environment is preferred.
• Experience with ERP platforms such as SAP S/4HANA, SAP ECC, Oracle, or Microsoft Dynamics.