Order Management Specialist

Overview of Position

The Order Management Specialist is responsible for troubleshooting insurance claims and managing the order lifecycle to ensure timely fulfillment and shipment within service level agreements (SLAs). This role requires strong technical aptitude, expertise in order and process flow management, and the ability to work cross-functionally with Operations, Materials, Fulfillment, Purchasing, and Planning teams. The ideal candidate is analytical, detail-oriented, and experienced in logistics, inventory, and warehouse management systems.

What makes us different?

• Opportunity to work in a highly technical and fast-paced supply chain environment.
• Exposure to cross-functional teams including Operations, Purchasing, Planning, and Fulfillment.
• Ability to make a direct impact on customer satisfaction and SLA attainment.
• Collaborative culture focused on continuous process improvement.
• Career growth opportunities within logistics, supply chain, and operations management.

What will be my duties and responsibilities in this job?

• Manage and troubleshoot insurance claims and order fulfillment issues to ensure timely shipment of devices within established SLAs.
• Utilize Oracle and other warehouse management tools to modify, migrate, and advance orders through the fulfillment process.
• Monitor, evaluate, and resolve order-related issues while ensuring compliance with company policies and procedures.
• Generate and distribute operational reports including shipment status, backorder priorities, SLA attainment, and claims management metrics.
• Collaborate with Purchasing, Planning, Materials, Operations, and Fulfillment teams to resolve inventory constraints and prioritize device availability.
• Conduct technical research and execute model migrations to support claim fulfillment and maintain service levels.
• Review order status and perform required actions to transition orders from Entered to Booked status when necessary.
• Ensure FIFO (First In, First Out) methodology is followed to support efficient claim fulfillment.
• Analyze inventory and order flow trends and provide stakeholders with status updates, escalation reports, and recommended actions.
• Perform other duties as assigned.

What are the requirements needed for this position?

• High School Diploma or equivalent required.
• Associate's degree or Bachelor's degree in a technical, business, supply chain, or related field preferred.
• Minimum of 2 years of experience in distribution, logistics, order management, inventory control, or material movement.
• Advanced proficiency in Microsoft Excel, including the ability to manage and analyze large datasets.
• Proficiency in Microsoft Word and ability to create reports and business documentation.
• Strong analytical, problem-solving, and organizational skills.
• Effective verbal and written communication skills with the ability to collaborate across multiple departments.

What other skills/experience would be helpful to have?

• Experience using Oracle or other Warehouse Management Systems (WMS).
• Inventory control and material management experience.
• Experience working in a high-volume supply chain, logistics, or fulfillment environment.
• Knowledge of order management processes and workflow troubleshooting.
• Experience creating operational dashboards, metrics, and SLA performance reporting.

What are the working conditions and physical requirements of this job?

• General office environment with regular use of a computer, phone, and standard office equipment.
• Ability to sit for extended periods while performing administrative and analytical tasks.
• Occasionally required to stand, walk, bend, squat, kneel, reach, twist, and lift or move up to 40 pounds.
• May occasionally be exposed to warehouse environments, moving machinery, and varying temperatures.
• Requires close vision, focus adjustment, and the ability to talk, hear, and use hands and fingers to operate equipment.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.