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  • Herndon, VA 20170

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Manager - Order Management

Ironbow • Herndon, VA

Posted 3 days ago

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Job Description

The Iron Bow Manager, Order Management will report to and work in tandem with, the Sr. Manager, Order Management. This position will manage a team that handles customer orders from the time the order is booked through any post shipment issues. The team ensures proactive customer and internal communication, as well as follow-up on, expected product ETA’s and shipment information, while ensuring compliance with Customer Order SLA’s. The team also handles the resolution of shipment issues to achieve complete customer satisfaction. This position will drive improvement to the customer experience and customer relationships, both externally and internally.


  • Communicate or escalate issues, provide feedback, and collaborate on improvements with the Sr. Manager, Order Management as appropriate

  • Serve as backup to the Sr. Manager, Order Management

  • Effectively manage team to ensure they meet the defined SLA, Required Delivery Date, and department objectives

  • Working in tandem with the Sr. Manager, Order Management, coach and train reps on customer, system, product, and carrier knowledge to enhance the customer experience and meet company objectives

  • Provide the team with direction on unique orders or scenarios, including large multi-ship orders, warehouse orders, carrier situations, and post shipment issues

  • Serve as primary point of contact for resolution of escalated issues and ensure appropriate parties are informed of the situation and/or status and plan for resolution

  • Drive the release of billable lines to invoice by working with the customer, vendors, and appropriate internal departments

  • Perform regular backlog reviews to ensure order status is current, accurate, and communicated to the customer

  • Perform regular review of RMA issues to ensure the RMA is extended or returned within the RMA expiration date

  • Assist the Sr. Manager, Order Management in order to develop, measure, and report on metrics that align with company objectives

  • Assist the Sr. Manager, Order Management with training, documenting, and implementing both customer experience improvements and process improvements. These improvements incorporate adaption to change, lessons learned from root cause analysis, and feedback from cross functional areas

  • Handle all HR functions of the position including but not limited to – staffing, reviews, performance issues and workload assignments

  • Additional duties as assigned


  • Excellent oral and written communication skills that reflect active listening, critical thinking, and a customer focused tone

  • Superior organization, time management, and follow up skills to ensure responsibilities and goals are met within SLA’s

  • Ability to prioritize, multi-task, and work well under pressure in a fast-paced environment

  • Ability to gather appropriate input and details for a situation to make informed and sound decisions that reflect forward thinking

  • Excellent problem solving skills that reflect creative thinking and conscious effort to satisfy the customer while minimizing cost and risk to Iron Bow

  • Ability to drive employee accountability, teamwork, customer focus, and mutual respect.

  • Ability to assess impact of potential system or process changes

  • Ability to read and understand Government and Commercial contracts and familiarity with the FAR


  • This position will have direct reports

Travel Requirements:

  • None

Required Education, Experience, or Certification:

  • Minimum of 10-12 years of order management, customer service, or relevant experience

  • Minimum of 6+ years of management experience

  • Bachelor’s degree or relevant industry experience

  • Experience in Government, Prime, and Commercial IT Solutions preferred

  • Intermediate level of experience with Microsoft Office, especially Excel and Outlook

Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.

Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Job ID: 2847
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