Order Management Specialist

The Order Management Specialist is responsible for accurately reviewing and processing standard and non-standard customer orders from acceptance through fulfillment. The role manages order backlogs, supports timely billing and revenue recognition, and partners across functions to resolve issues, meet service-level expectations, and improve order management processes through automation, standardization, and continuous improvement.

Essential Functions/Responsibilities

• Review and process standard and non-standard global orders from acceptance through fulfillment, ensuring alignment between Salesforce and NetSuite and supporting accurate billing, accounting, and revenue recognition.
• Review order details for alignment with approved pricing, contract terms, discount guidelines, tax requirements, export compliance requirements, and customer proof of delivery.
• Process orders and manage backlogs in accordance with established procedures, service-level expectations, and month-end and quarter-end deadlines.
• Apply established order acceptance, billing, accounting, tax, and compliance guidance when evaluating and processing routine and non-standard transactions.
• Resolve routine order, fulfillment, backlog, and billing issues by researching discrepancies and coordinating with appropriate business partners.
• Escalate complex exceptions, policy questions, and unresolved issues to the appropriate stakeholders with clear supporting details and recommended next steps.
• Identify process gaps and recommend improvements across order management and the order-to-cash process to improve accuracy, efficiency, fulfillment, cash collection, and scalability.
• Support approved process improvements, automation, standardization, projects, and user acceptance testing.
• Maintain, update, and periodically review process documentation, procedures, and work instructions to reflect current requirements and established guidance.
• Collaborate with Revenue Accounting, Revenue Recognition, Sales, Credit, Sales Operations, Licensing, IT Support, and other business partners to support timely order processing and close activities.
• Perform other related tasks and activities as assigned.

Required Education/Experience & Skills

• 3 - 5+ years of experience in order management, sales operations, revenue operations, finance operations, or a related field.
• Bachelor’s degree in Accounting, Finance, Business Administration, or a related field
• Experience with NetSuite and Salesforce.
• Working knowledge of order acceptance policies and the ability to evaluate complex and non-standard orders.
• Strong attention to detail, analytical ability, and multitasking skills, with the ability to manage high order volumes accurately.
• Strong written and verbal communication skills, with the ability to collaborate effectively across teams, functions, locations, and time zones.
• Strong problem-solving skills and the ability to navigate complex issues in a dynamic environment.
• Ability to work effectively in a global team environment.
• Contract review experience preferred.