Order Management Specialist

Order Management Specialist

Vacancy expired!

Job Description

This position 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 SLA's. Communicate effectively with customer experience, operations and billing teams.

• Monitor, review, and manage open orders daily from the escalated open orders report 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
  • Scanning paperwork.
  • Completion or addition of line items on order.
  • Resolving weight and quantity discrepancies between documentation and order lines.
  • Closing final manifest.
• Daily review of orders errors with facility managers, which prevented the move into a billable status.
  • Develop and execute action plans to resolve the identified delays & errors.
• Monitor and resolve delayed billing cases from the billing delays report daily including:
  • Communicating with Customer Experience to resolve “Do Not Bill” comments.
  • Closing final manifests.
  • Accurately completing or confirming transportation order lines.
  • Communicating with Customer Experience (or 3rd party) to expedite receipts and upload 3rd party invoices and manifests.
• 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 and Operations 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 stand-up meetings with operations manager and relevant staff including customer experience, operations and finance on unresolved issues.
• Execute continuous improvement activities at locations to improve OTC process
• Collaborate cross-functionally with customer experience and operations team 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 related work and additional duties as requested/assigned by supervisor.

Qualifications

Education and Technical Requirements

• Associate degree or 2+ years’ experience in Operations, Customer Experience billing.
• Experience, and sound knowledge, using Salesforce Preview and SPAK and Steriwise

Education and Technical Preferences

• Prior experience managing projects or client relation
• Advanced skills in Excel and PowerPoint.
• Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables
• Ability to effectively work with and influence team members at the TSD and in other departments.
• Experience in hazardous waste industry preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.