Senior Order Management Specialist

The Senior Order Management specialist is responsible for managing customer orders throughout the fulfilment lifecycle while serving as the operational owner of the organization's ERP, CRM, and order management processes. The role ensures seamless coordination between Sales, Customer Success, Fulfilment, Logistics, Engineering, Supply Chain, and Finance to deliver orders accurately and on time.

Key Responsibilities

• Manage customer orders from receipt through fulfilment to shipment, monitoring progress and proactively manage risks, delays, and dependencies.
• Act as the operational liaison between Sales, fulfilment, quality, logistics, Engineering, Manufacturing & Service Delivery.
• Ensure alignment of customer commitments with operational capacity, maintaining accurate stock control and proactively escalating missing or delayed deliveries.
• Act as the business owner and super-user for ERP, CRM and partner with IT teams and vendors to enhance business systems and resolve operational issues.
• Create and manage workflows, approvals, notifications, and reporting structures within ERP and CRM platforms.
• Define, develop, and maintain operational KPIs and dashboards and produce weekly and monthly operational reports.
• Lead continuous improvement initiatives focused on scalability and operational excellence.