Order Management Specialist

The Order Management Specialist is responsible for ensuring the order-to-cash process is executed smoothly, accounting for errors that prevent accurate and timely billing and resolving them using approved SLAs.  The Order Management Specialist will also serve as a liaison between customer experience, operations, profiling, loss prevention, and billing teams to push orders through the process.

Primary Responsibilities (Essential Functions): 

• Monitor, review, and manage open orders daily from several reports and serve as first point of contact for order escalation in the facility
  • Take ownership of aged delayed billing cases and escalated open orders, initiating investigations into delays

• Investigate each escalated open order and respond promptly by ensuring:
  • All paperwork is scanned
  • All lines are on the order and completed as required
  • All weight and quantity discrepancies between documentation and order lines are resolved.
  • All order manifests/BOLs are closed
• Conduct daily review of order errors preventing moves into “Billable” status with facility managers
  • Develop and execute action plans to resolve the identified delays and errors.
• Ensure order and billing accuracy prior to orders reaching the Billing team

• Monitor and resolve delayed billing cases including:
  • Communicating with Customer Experience to resolve “Do Not Bill” comments
  • Closing final manifests
  • Accurately completing or confirming transportation order lines.
• Use system and various reports to ensure orders are received timely, updated accurately, and responsible for keeping a clean book of orders
• Facilitate communication between Customer Experience, Operations, Billing, and any other department necessary to complete and close Manifest Discrepancy Cases
• Resolve weight and quantity discrepancies between documentation and order lines
• Identify continuous improvement ideas and work with BPI team to improve OTC process.
• Track delays and systematically address root causes
• Escalate SLA and process non-compliance; report weekly to operations manager on individual facility performance and suggest remedial action (e.g. training, management escalations) as needed
• Lead daily standup meetings with facility leaders and relevant staff including customer experience, operations, and finance on unresolved issues
• Collaborate cross-functionally with Billing and Operations teams to facilitate timely invoicing
• Use data and analytics to understand and resolve account errors
• Responsible for performing to days-to-invoice standard established for the TSDF
• This person will be accountable and empowered to perform to invoicing standards

• Perform other reasonably related tasks as assigned by management