Senior Order Management Associate

About the role

The Senior Order Management Associate is responsible for end‑to‑end processing of customer orders, ensuring accurate entry, timely fulfillment, and effective issue resolution. This role works closely with internal teams and external partners to maintain smooth order flow and high customer satisfaction.

Key responsibilities

• Process customer orders received via EDI, open text, manual entry, samples, LC, intercompany and export channels.
• Handle customer queries related to deliveries, shortages, transport, finance, traffic planning and 3PL coordination.
• Manage order failures, cancellations, and communications with customers, transport providers and cost centers.
• Respond to issues from phone, email, Teams and Zoom 24/7, and produce end‑of‑day clean‑up reports.
• Book deliveries through customer portals or phone, record goods‑in, and cleanse order data in SAP.
• Coordinate exception handling, internal operational issues and advise both internal and external customers.
• Train and onboard new associates, and manage returns and refusals, including creating return deliveries and notifying warehouses/3PL.
• Facilitate daily problem solving and cross‑department coordination via meetings, calls and email.

Required profile

• University degree with strong spoken and written English.
• Previous experience in a similar order‑management or logistics role is a plus.
• Excellent customer‑service orientation and attention to detail.
• Ability to work under daily deadlines, plan and prioritize workload.
• Ethical and responsible behavior toward customers, suppliers and colleagues.

Required skills

• Proficiency with Microsoft Excel.
• Experience using SAP or similar order‑take systems.
• Knowledge of EDI order processing.