Order Management Specialist
Citizen Watch America, New York, NY, United States
SUMMARY
The Order Management Specialist is responsible for the end-to-end management of customer orders. This role ensures accurate order entry in SAP, timely fulfillment, and proactive communication with customers and internal teams to deliver a smooth, reliable order and delivery experience.
ESSENTIAL DUTIES & RESPONSIBILITIES
Manage the full order lifecycle for assigned accounts and regions, from order receipt through shipment and invoicing.
Enter, review, and maintain customer orders, order changes, and returns in SAP, ensuring accuracy of pricing, quantities, delivery dates, and customer data.
Monitor open orders, backorders, and delivery schedules; proactively communicate order status, delays, and shipment information to customers and Sales.
Collaborate with Logistics, Warehouse, Planning, Finance, and Sales to resolve order, shipment, and invoicing issues.
Consistently provide responsive and personalized assistance to customers, resolving inquiries and complaints efficiently, ensuring customer satisfaction.
Process returns and credits/debits in line with company policies and approvals.
Identify recurring order or process issues and suggest improvements to enhance efficiency and customer satisfaction.
Maintain accurate customer records and documentation related to orders, contracts, and pricing.
Adhere to company policies, procedures, and internal controls related to order processing and billing.
Serves as the main point of contact for Sales Teams for assigned Accounts and Regions
Provides watch troubleshooting steps, product information, warranty coverage, and watch specifications
Other duties as assigned
QUALIFICATIONS
High school diploma or equivalent required; associate or bachelor’s degree in Business, Supply Chain, or related field preferred.
A minimum of three years related experience.
Strong customer focus and ability to work under pressure.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Excellent follow-through and attention to detail
Proficiency with Microsoft Office; ability to work with reports and spreadsheets.
ERP experience with SAP experience a plus.
Willingness to learn new systems and processes as tools and business needs evolve.
EEOE
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ESSENTIAL DUTIES & RESPONSIBILITIES
Manage the full order lifecycle for assigned accounts and regions, from order receipt through shipment and invoicing.
Enter, review, and maintain customer orders, order changes, and returns in SAP, ensuring accuracy of pricing, quantities, delivery dates, and customer data.
Monitor open orders, backorders, and delivery schedules; proactively communicate order status, delays, and shipment information to customers and Sales.
Collaborate with Logistics, Warehouse, Planning, Finance, and Sales to resolve order, shipment, and invoicing issues.
Consistently provide responsive and personalized assistance to customers, resolving inquiries and complaints efficiently, ensuring customer satisfaction.
Process returns and credits/debits in line with company policies and approvals.
Identify recurring order or process issues and suggest improvements to enhance efficiency and customer satisfaction.
Maintain accurate customer records and documentation related to orders, contracts, and pricing.
Adhere to company policies, procedures, and internal controls related to order processing and billing.
Serves as the main point of contact for Sales Teams for assigned Accounts and Regions
Provides watch troubleshooting steps, product information, warranty coverage, and watch specifications
Other duties as assigned
QUALIFICATIONS
High school diploma or equivalent required; associate or bachelor’s degree in Business, Supply Chain, or related field preferred.
A minimum of three years related experience.
Strong customer focus and ability to work under pressure.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Excellent follow-through and attention to detail
Proficiency with Microsoft Office; ability to work with reports and spreadsheets.
ERP experience with SAP experience a plus.
Willingness to learn new systems and processes as tools and business needs evolve.
EEOE
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