Order Management

Job Description

The Order Management role is responsible for ensuring the efficient and accurate processing of customer orders from factory PO GR to DO drop to the warehouse. This role requires strong organizational skills, attention to detail, and the ability to manage multiple tasks simultaneously. The Order Management acts as a liaison between customers, internal teams, and external partners to ensure timely and accurate order fulfillment.

Order Processing, Tracking, and Reporting

• Fulfillment Management: Receive, review, and process customer orders accurately, ensuring all details are correct and complete. Check for DO Block for parts and release. Identify opportunities on sales drop based on seasonal and market trend. Adjust PO/inventory based on changes to ensure to meet high fill ratio.

• Order Allocation: Material re-allocation, X1Block (disty) re-allocation, QI Stock Allocation, Plant (w/h) re-allocation. Co-work with planners to release orders based on Safety Stock level, potential overstock, and parts in-transit.

• Customer Communication: Internal and external customer support updating parts orders status and follow up. Parts related escalation research and support, parts ETA and EnR Review escalation and status update. Support inquiries and escalations from CE CARE Field Service RSM and high-profile ASC/BE companies. Specialty accounts such as, Medison, Trane, Best Buy, and HVAC.

• Collaboration: Work closely with Field Service, warehouse team, and Demand planners to ensure seamless order fulfillment and address any potential bottlenecks. Lead the communication and weekly meeting with other team to identify opportunities and resolve any issues.

• Account Management: Client relationship management including parts distributors, Self-servicing Dealers, and special accounts. Identify and provide support on clients' needs and issues. Parts orders status (B/O) parts follow for the accounts.

• Reporting: Fill ratio monitoring and report. Daily open orders and Backorder list to generate report and share across cross-functional teams. STP updates and reports with cross-functional PIC to follow up.

• Order Tracking: Monitor the status of orders throughout the fulfillment process, providing updates to customers as needed.

• EnR & FOC Review/Approval: Review and approve EnR due to TC1(parts delay) & TC2 (DNA) exchange cases. FOC (Internal free of charge parts) PUMI review and approvals. NCP (no charge parts – end users) review and approvals for accessories and cosmetic parts missing and damages

Skills and Requirements

Skills and Qualification

• Strong organizational and multitasking abilities.

• Attention to detail and accuracy in data entry and order processing.

• Excellent communication and interpersonal skills.

• Proficiency in order management systems and Microsoft Office Suite.

• Problem-solving skills with the ability to think critically and make decisions quickly.

• Familiarity with logistics and supply chain processes is a plus.

• Ability to work in a fast-paced environment and meet deadlines.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].