The Order Management Manager leads the branch Order Management department, ensuring customers are transitioned effectively, operational data is accurate and timely, and services are delivered consistently across the network.
This role combines people leadership, operational excellence, customer development, financial management, and compliance. The successful candidate will develop the Order Management team, strengthen customer relationships, improve processes, and support the continued growth and profitability of the department.
Key Responsibilities:
- Lead the day-to-day management of the Order Management department and ensure work is assigned effectively across the team.
- Develop employees through clear expectations, regular one-to-one meetings, timely performance reviews, goal setting, coaching, and development planning.
- Build a strong departmental structure and develop key employees to support continuity and future growth.
- Hold regular department meetings and communicate priorities, performance expectations, market intelligence, and business updates.
- Monitor Order Management reports, exception dashboards, and key shipment milestones to ensure timely and accurate data.
- Ensure customer Standard Operating Procedures are properly documented, implemented, maintained, and communicated to relevant offices.
- Support the successful transition and implementation of new business and updates to existing customer programs.
- Monitor departmental capacity, productivity, service performance, and process flow, identifying opportunities to improve efficiency, customer service, and cost control.
- Maintain strong customer relationships and conduct regular customer reviews using agreed service measures and scorecards.
- Support sales and retention activities by providing market-competitive solutions, routing alternatives, technical assistance, and timely responses to requests for proposals and quotations.
- Monitor departmental revenue, profitability, expenses, billing, accounts receivable, and financial reporting in collaboration with branch management.
- Maintain a positive relationship with the Trade Compliance Manager and support all relevant compliance requirements and training.
- Promote consistent use of company systems, reports, workflows, and technology, and support the implementation of system and process improvements.
- Ensure departmental activities comply with company policies, procedures, the Code of Business Conduct, and applicable government regulations.
- Perform other duties and responsibilities as assigned by management
- Bachelor’s degree in Business, Supply Chain, Logistics, or a related field is preferred.
- Minimum four years of relevant industry experience, including experience in Order Management, logistics, or a related operational environment.
- Previous leadership or people-management experience.
- Good understanding of logistics operations, customer requirements, and Order Management processes.
- Knowledge of company products, services, operational systems, policies, and procedures.
- Strong financial and commercial awareness, with the ability to monitor departmental performance and customer profitability.
- Strong analytical, problem-solving, negotiation, and decision-making skills.
- Excellent written and verbal communication skills.
- Strong interpersonal and listening skills, with the ability to communicate clearly and build effective relationships.
- Excellent organizational and time-management skills, with the ability to manage changing priorities.
- Proficiency in Microsoft Office, particularly Excel and Word.
- Fluent English is required; additional language skills are an advantage.
- Willingness and ability to visit customers and travel when required.
- Paid Vacation, and Sick Leave
- Health and Medical Insurance
- Employee Stock Purchase Plan (ESPP)
- Training and Career Development Opportunities
- Growth opportunities within a Global Organization
- Employee Referral Program Bonus