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.