Order Management Analyst
NextHop AI, Santa Clara, CA, United States
About the Role
We are seeking a detail-oriented and customer-focused Order Management Analyst to join our Operations team. In this role, you will serve as a key liaison between customers, sales, and internal operations teams - ensuring seamless order processing from purchase order receipt through final delivery. You will own the end-to-end order lifecycle, maintain data accuracy across systems, and drive a best-in-class customer experience.
Key Responsibilities
Order Processing & Transaction Management
Manage the full order lifecycle, including receipt, entry, validation, and fulfillment of customer purchase orders (POs) and sales orders (SOs) in the ERP/order management system. Review and verify PO terms, pricing, lead times, and product configurations against established agreements and contracts. Process order changes, cancellations, and amendments in a timely and accurate manner. Coordinate with warehouse, logistics, and supply chain teams to ensure on-time order fulfillment. Approval Workflows
Manage and facilitate internal sales order approval processes, ensuring compliance with pricing policies, credit limits, and contractual obligations. Route orders through appropriate approval chains (finance, legal, sales leadership) and track approvals to resolution. Flag and escalate orders that fall outside standard parameters (e.g., non-standard terms, special pricing, high-value orders) for appropriate review. Maintain documented audit trails for all order approvals and exceptions. Customer Communication & Updates
Serve as the primary point of contact for customers regarding order status, shipment tracking, and delivery timelines. Proactively communicate order confirmations, delays, backorder notifications, and resolution timelines to customers. Respond to customer inquiries via email, phone, and ticketing systems within defined SLA windows. Build strong customer relationships through consistent, accurate, and professional communication. Reporting & Data Management
Maintain accurate and up-to-date order records in the ERP and CRM systems (e.g., SAP, Oracle, Salesforce). Generate and distribute regular order status reports, open order reports, and fulfillment metrics to internal stakeholders. Identify trends in order exceptions, delays, or errors and recommend process improvements. Support month-end and quarter-end close activities by ensuring all orders are accurately booked and reported. Cross-Functional Collaboration
Partner closely with Sales, Finance, Logistics, and Customer Success teams to resolve order discrepancies and ensure alignment. Work with the Finance/Credit team to manage holds related to credit, payment terms, or compliance issues. Collaborate with supply chain and planning teams on backorder management and demand visibility. Key Competencies
Customer Focus - Delivers timely, accurate, and professional communication to internal and external customers. Process Orientation - Follows and improves structured workflows with consistency and discipline. Problem Solving - Proactively identifies and resolves order discrepancies and escalations. Collaboration - Works effectively across cross-functional teams to drive outcomes. Accountability - Takes ownership of order accuracy and customer commitments. Qualifications
Required
Bachelor's degree in Business Administration, Supply Chain, Operations, or a related field. 2-4 years of experience in order management, operations, or customer service in a B2B environment. Hands-on experience with ERP systems (SAP, Oracle, NetSuite, or similar). Hands on experience with Order Management Strong proficiency in Microsoft Excel and/or Google Sheets. Excellent written and verbal communication skills. High attention to detail with strong organizational and time-management skills. Ability to manage multiple priorities in a fast-paced environment.
We are seeking a detail-oriented and customer-focused Order Management Analyst to join our Operations team. In this role, you will serve as a key liaison between customers, sales, and internal operations teams - ensuring seamless order processing from purchase order receipt through final delivery. You will own the end-to-end order lifecycle, maintain data accuracy across systems, and drive a best-in-class customer experience.
Key Responsibilities
Order Processing & Transaction Management
Manage the full order lifecycle, including receipt, entry, validation, and fulfillment of customer purchase orders (POs) and sales orders (SOs) in the ERP/order management system. Review and verify PO terms, pricing, lead times, and product configurations against established agreements and contracts. Process order changes, cancellations, and amendments in a timely and accurate manner. Coordinate with warehouse, logistics, and supply chain teams to ensure on-time order fulfillment. Approval Workflows
Manage and facilitate internal sales order approval processes, ensuring compliance with pricing policies, credit limits, and contractual obligations. Route orders through appropriate approval chains (finance, legal, sales leadership) and track approvals to resolution. Flag and escalate orders that fall outside standard parameters (e.g., non-standard terms, special pricing, high-value orders) for appropriate review. Maintain documented audit trails for all order approvals and exceptions. Customer Communication & Updates
Serve as the primary point of contact for customers regarding order status, shipment tracking, and delivery timelines. Proactively communicate order confirmations, delays, backorder notifications, and resolution timelines to customers. Respond to customer inquiries via email, phone, and ticketing systems within defined SLA windows. Build strong customer relationships through consistent, accurate, and professional communication. Reporting & Data Management
Maintain accurate and up-to-date order records in the ERP and CRM systems (e.g., SAP, Oracle, Salesforce). Generate and distribute regular order status reports, open order reports, and fulfillment metrics to internal stakeholders. Identify trends in order exceptions, delays, or errors and recommend process improvements. Support month-end and quarter-end close activities by ensuring all orders are accurately booked and reported. Cross-Functional Collaboration
Partner closely with Sales, Finance, Logistics, and Customer Success teams to resolve order discrepancies and ensure alignment. Work with the Finance/Credit team to manage holds related to credit, payment terms, or compliance issues. Collaborate with supply chain and planning teams on backorder management and demand visibility. Key Competencies
Customer Focus - Delivers timely, accurate, and professional communication to internal and external customers. Process Orientation - Follows and improves structured workflows with consistency and discipline. Problem Solving - Proactively identifies and resolves order discrepancies and escalations. Collaboration - Works effectively across cross-functional teams to drive outcomes. Accountability - Takes ownership of order accuracy and customer commitments. Qualifications
Required
Bachelor's degree in Business Administration, Supply Chain, Operations, or a related field. 2-4 years of experience in order management, operations, or customer service in a B2B environment. Hands-on experience with ERP systems (SAP, Oracle, NetSuite, or similar). Hands on experience with Order Management Strong proficiency in Microsoft Excel and/or Google Sheets. Excellent written and verbal communication skills. High attention to detail with strong organizational and time-management skills. Ability to manage multiple priorities in a fast-paced environment.