We are looking for a proactive and customer-focused Order Management Specialist to manage the complete Order-to-Delivery (O2D) process for international customers. The role is responsible for ensuring accurate order execution, seamless coordination with internal stakeholders, and timely delivery while maintaining high levels of customer satisfaction.

The ideal candidate will have experience in international order management, strong communication skills, and the ability to coordinate across Sales, Supply Chain, Logistics, Finance, and Manufacturing.

Key Responsibilities

Order Management

• Process customer orders accurately based on quotations, contracts, and approved commercial terms.
• Validate order completeness and ensure compliance with Legal, Finance, Trade Compliance, and company policies.
• Confirm orders within agreed timelines and maintain accurate ERP records.
• Manage order amendments, cancellations, and change requests.

Customer & Sales Coordination

• Act as the primary point of contact for customers regarding order status and delivery commitments
• Proactively communicate order progress, potential delays, and resolution plans to customers and Sales teams.
• Build strong relationships with internal and external stakeholders to ensure smooth order execution.

Order Follow-up & Supply Chain Coordination

• Monitor orders throughout the Order-to-Delivery cycle to ensure timely execution.
• Coordinate closely with factories, planning teams, logistics providers, and warehouses to meet customer delivery requirements.
• Follow up on production schedules, material availability, shipment readiness, and delivery commitments.
• Escalate critical issues and support prioritization of urgent customer orders.

Process Compliance & Continuous Improvement

• Ensure adherence to company policies, commercial guidelines, Incoterms, VAT requirements, and international trade regulations.
• Identify process improvement opportunities to enhance customer experience and operational efficiency.
• Maintain accurate order records and support reporting activities.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Engineering, or a related field.
• 2–4 years of experience in Order Management, Customer Service, Supply Chain, or Commercial Operations.
• Basic understanding of international business processes and export order handling.
• Experience working with ERP, CRM systems is preferred.
• Good knowledge of Microsoft Office.

Key Skills & Competencies

Business Knowledge

• Basic understanding of international business operations.
• Knowledge of Incoterms, VAT principles, logistics, and supply chain processes.
• Understanding of commercial documentation and order lifecycle management.

Customer Focus

• Strong customer service mindset with excellent written and verbal communication skills.
• Ability to manage customer expectations and resolve issues professionally.

Coordination & Execution

• Strong organizational and multitasking skills.
• Ability to coordinate effectively with Sales, Factories, Logistics, Finance, and other cross-functional teams.
• Ability to prioritize work in a fast-paced environment.

Problem Solving

• Able to work independently within established company policies and procedures.
• Escalates production or delivery-related issues appropriately to factories or relevant stakeholders.
• Demonstrates analytical thinking to identify and resolve order-related issues.