Order Specialist

The Order 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.  The will also serve as a liaison between customer experience, operations, profiling, loss prevention, and billing teams to push orders through the process.Primary Responsibilities (Essential Functions):  Monitor, review, and manage open orders daily from several reports and serve as first point of contact for order escalation in the facilityTake ownership of aged delayed billing cases and escalated open orders, initiating investigations into delaysInvestigate each escalated open order and respond promptly by ensuring:All paperwork is scannedAll lines are on the order and completed as requiredAll weight and quantity discrepancies between documentation and order lines are resolved.All order manifests/BOLs are closedConduct daily review of order errors preventing moves into “Billable” status with facility managersDevelop and execute action plans to resolve the identified delays and errors.Ensure order and billing accuracy prior to orders reaching the Billing teamMonitor and resolve delayed billing cases including:Communicating with Customer Experience to resolve “Do Not Bill” commentsClosing final manifestsAccurately completing or confirming transportation order lines.Use system and various reports to ensure orders are received timely, updated accurately, and responsible for keeping a clean book of ordersFacilitate communication between Customer Experience, Operations, Billing, and any other department necessary to complete and close Manifest Discrepancy CasesResolve weight and quantity discrepancies between documentation and order linesIdentify continuous improvement ideas and work with BPI team to improve OTC process.Track delays and systematically address root causesEscalate 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 facility leaders and relevant staff including customer experience, operations, and finance on unresolved issuesCollaborate cross-functionally with Billing and Operations teams to facilitate timely invoicingUse data and analytics to understand and resolve account errorsResponsible for performing to days-to-invoice standard established for the TSDFThis person will be accountable and empowered to perform to invoicing standardsPerform other reasonably related tasks as assigned by management