Senior Order Management Associate

About the role

We are looking for a Senior Order Management Associate to oversee end‑to‑end order processing, ensure accurate fulfilment and act as the main point of contact for internal and external customers.

Key responsibilities

• Process customer orders received via EDI, open‑text, manual entry, samples, letters of credit, intercompany and export channels.
• Handle customer queries related to deliveries, shortages, transport, commercial, finance and traffic planning.
• Manage order failures, re‑process or cancel orders, and communicate updates to customers, transport partners and credit control.
• Respond to issues from phone, email, Teams or Zoom 24/7 and produce end‑of‑day clean‑order reports.
• Book deliveries through customer portals or phone, record goods‑in information and maintain data in SAP.
• Perform order cleansing, manage exceptions, and advise both internal teams and external customers.
• Train and onboard new associates, and coordinate daily problem‑solving across departments.
• Create and monitor return deliveries, inform warehouses and 3PL partners, and align issue resolution with customers.

Required profile

• University degree and excellent spoken and written English.
• Previous experience in a similar order‑management or supply‑chain role is a plus.
• Strong customer‑service orientation and attention to detail.
• Ability to work under daily deadlines, plan and prioritize workload.
• Ethical behaviour towards customers, suppliers and colleagues.

Required skills

• Proficiency with Microsoft Excel and other Office applications.
• Experience using SAP or other order‑take systems; ability to learn bespoke platforms.
• Knowledge of EDI order processing.
• Effective written and verbal communication.