Order Management Specialist

Supply Chain Expert [Order Management Specialist]

This role sits within Enterprise Supply Chain team, which manages end-user IT hardware including laptops, desktops, smartphones, and vending machine peripherals such as mice and keyboards. The team operates as an indirect procurement function purchasing goods that are not sold by the company but are essential for supporting internal operations. The supply chain operation encompasses forecasting, supply management, supplier performance management, and full warehouse operations including receiving, put-away, and shipping to employees globally. The Order Management Specialist functions as the "control tower," maintaining visibility into every open order across the enterprise: tracking what stage each order is at, whether supply has been allocated, how many orders are awaiting warehouse pickup, and how many are in the shipping queue. A key focus is monitoring and resolving "holds" situations where orders cannot follow the standard "happy path" (order placed system finds supply flows to warehouse operator picks device ships). When orders fall off this path, the specialist determines root causes and coordinates resolution, such as identifying alternative supply when inventory is unavailable

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.

This is an opportunity to join our Enterprise Supply Chain team and play a critical role in ensuring seamless IT hardware fulfillment for employees across the organization. The Order Management Specialist serves as the operational backbone of the team, driving real-time decision-making and problem resolution in a high-volume, enterprise-scale environment. This role offers meaningful exposure to end-to-end supply chain operations, cross-functional collaboration with procurement, finance, logistics, and vendor teams, and the chance to influence process improvements that reduce future operational friction. The team is actively renovating its performance metrics, creating opportunities for candidates with BI or data visualization experience to contribute to reporting and analytics initiatives.

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 SKregions)

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

Typical Day-to-Day in the role

• Monitoring hold queues across all order channels and systems
• Solving demand tickets and resolving orders that have fallen off the "happy path"
• Identifying alternative supply options when orders cannot find allocated inventory (e.g., substituting Laptop B when Laptop A is out of stock)
• Coordinating with cross-functional teams (procurement, finance, logistics, vendors) to clear order holds
• Documenting root causes and driving ownership for systemic issues
• Updating dashboards and trackers for real-time order visibility
• Participating in daily stand-ups to communicate order status and risks
• Surfacing process improvement recommendations based on recurring hold patterns

Candidate Requirements

Must-Have Skills

1. Oracle GOP (Global Order Promising) or equivalent order management system experience
2. Proven experience owning queue management or fulfillment operations (not just exposure must have driven actual operations independently)
3. Strong problem-solving skills with the ability to triage, escalate, and resolve order holds across multiple systems and stakeholders

Nice-to-have Skills

1. Hardware knowledge (laptops, desktops, smartphones) to enable substitution decisions when inventory is unavailable
2. Experience with BI or data visualization tools (Tableau, Unidash)
3. Familiarity with automation tools or agentic technologies

Interview: 2 Rounds 45 minutes 1 with CWAM and the 2nd with another team member