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 will also serve as a liaison between customer experience, operations, profiling, loss prevention, and billing teams to push orders through the process.Responsibilities include: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.