Order Management Specialist

The Order Management Specialist is responsible for ensuring the order-to-cash process is executed smoothly, accounting for errors that prevent accurate and timely billing and resolving them using approved SLAs. Communicate effectively with customer experience, operations and billing teams.Responsibilities include:Monitor, review, and manage open orders daily from the escalated open orders report and serve as first point of contact for order escalation in the facility.Investigate each escalated open order and respond promptlyConduct daily review of order errors with facility managers, which prevented the move into a billable status.Monitor and resolve delayed billing cases from the billing delays report daily Use system and various reports to ensure orders are received timely, updated accurately, and responsible for keeping a clean book of orders.Facilitate communication between Customer Experience and Operations to complete and close Manifest Discrepancy Cases.Resolve weight and quantity discrepancies between documentation and order lines.Identify continuous improvement ideas and work with BPI team to improve OTC process.Track delays and systematically address root causes.Escalate SLA and process non-compliance, report weekly to operations manager on individual facility performance and suggest remedial action (e.g., training, management escalations) as neededLead daily standup meetings with operations manager and relevant staff including customer experience, operations and finance on unresolved issues.Execute continuous improvement activities at locations to improve OTC processCollaborate cross-functionally with customer experience and operations team to facilitate timely invoicing.Use data and analytics to understand and resolve account errorsResponsible for performing to days-to-invoice standard established for the TSDF. This person will be accountable and empowered to perform to invoicing standards.Perform other reasonably related tasks as assigned by management