Analysis Skills, Asset Management, Business Operations, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Data Visualization Tools, Detail Oriented, Error Handling, Establish Priorities, Failure Analysis, Finance, Identify Issues, Lean Manufacturing, Lean Six Sigma, Logistics, Maintain Compliance, Oracle, Order Management, Order/Customer Fulfillment, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Purchasing/Procurement, Reporting Dashboards, Risk, Risk Analysis, Root Cause Analysis, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Standards Development, Standup Meetings, Stock Keeping Unit (SKU), Supply Chain, Supply Chain Operations, System Operations, Tableau, Time Management, Writing Skills
Duration: 12+ months
Summary:
The Order Management Specialist serves as the central "control tower" for enterprise supply chain order fulfillment. This role is responsible for continuously monitoring order queues, ensuring SLA compliance, and proactively resolving order holds to maintain uninterrupted fulfillment operations. The ideal candidate thrives in a fast-paced environment, is highly detail-oriented, and can quickly triage and resolve issues across multiple systems and stakeholders.
Key Responsibilities:
- Order Queue Monitoring & SLA Management
- Continuously monitor order queues to identify orders at risk of SLA breach
- Track and report on SLA performance metrics, flagging trends and systemic issues
- Prioritize and triage orders based on urgency, SLA timelines, and business impact
- Proactively escalate at-risk orders before breach occurs
- Order Hold Resolution
- Monitor order holds across all channels and identify root causes (e.g., credit, inventory, configuration, approval)
- Drive timely resolution of holds by coordinating with cross-functional teams (procurement, finance, logistics, vendors)
- Document recurring hold patterns and recommend process improvements to reduce future occurrences
- Control Tower Operations
- Serve as the single point of visibility for end-to-end order status across the enterprise
- Provide daily/weekly reporting on order health, hold aging, and SLA compliance
- Maintain and update dashboards and trackers for real-time order visibility
- Participate in daily stand-ups or war rooms to communicate order status and risks
- Manage fulfillment stage capacity constraints and manage reallocation of capacity to minimize impact
- Process Improvement & Collaboration
- Identify bottlenecks in the order-to-fulfillment process and propose solutions
- Partner with systems, operations, and logistics teams to streamline workflows
- Support the development and maintenance of standard operating procedures (SOPs)
- Contribute to root cause analysis for systemic fulfillment failures
Required Experience:
- 5 years in an order management, supply chain operations, or fulfillment coordination role. Ideally in enterprise-scale operations (high volume, multiple SKUs/regions)
Required Skills (Top 5):
- Order Management & Fulfillment Operations – Demonstrated experience managing end-to-end order lifecycles, including exception handling, hold management, and order expediting.
- SLA Monitoring & Proactive Escalation – Proven ability to monitor queues against defined service levels, identify risk patterns, and escalate effectively before breaches occur.
- Problem-Solving & Root Cause Analysis – Strong analytical skills to diagnose order holds, trace issues to their source, and implement timely corrective actions.
- Order Management Systems – Proficiency with Oracle GOP used for order tracking, reporting, and workflow management.
- Communication & Cross-Functional Coordination – Excellent written and verbal communication skills; ability to work across teams (procurement, logistics, finance, vendors) and keep stakeholders aligned on priorities and status.
Familiarity with supply chain KPIs (fill rate*** on-time delivery, order cycle time)
Preferred / Nice-to-Have Skills:
- Experience with data visualization tools (e.g., Tableau, Unidash)
- Background in IT asset management or technology hardware supply chains
- Experience with continuous improvement methodologies (Lean, Six Sigma)
- Comfortable working in a global, multi-timezone environment
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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