Description: Onsite, hybrid @ Fremont
*** - *** hourly

Summary:
The Order Management Specialist serves as the central "control tower" for enterprise supply chain order fulfillment. This role is responsible for continuously monitoring order queues, ensuring SLA compliance, and proactively resolving order holds to maintain uninterrupted fulfillment operations. The ideal candidate thrives in a fast-paced environment, is highly detail-oriented, and can quickly triage and resolve issues across multiple systems and stakeholders.

Key Responsibilities:
Order Queue Monitoring & SLA Management
Continuously monitor order queues to identify orders at risk of SLA breach
Track and report on SLA performance metrics, flagging trends and systemic issues
Prioritize and triage orders based on urgency, SLA timelines, and business impact
Proactively escalate at-risk orders before breach occurs

Order Hold Resolution
Monitor order holds across all channels and identify root causes (e.g., credit, inventory, configuration, approval)
Drive timely resolution of holds by coordinating with cross-functional teams (procurement, finance, logistics, vendors)
Document recurring hold patterns and recommend process improvements to reduce future occurrences

Control Tower Operations
Serve as the single point of visibility for end-to-end order status across the enterprise
Provide daily/weekly reporting on order health, hold aging, and SLA compliance
Maintain and update dashboards and trackers for real-time order visibility
Participate in daily stand-ups or war rooms to communicate order status and risks
Manage fulfillment stage capacity constraints and manage reallocation of capacity to minimize impact

Process Improvement & Collaboration
Identify bottlenecks in the order-to-fulfillment process and propose solutions
Partner with systems, operations, and logistics teams to streamline workflows
Support the development and maintenance of standard operating procedures (SOPs)
Contribute to root cause analysis for systemic fulfillment failures

Required Experience
5+ years in an order management, supply chain operations, or fulfillment coordination role. Ideally in enterprise-scale operations (high volume, multiple SKUs/regions)

Required Skills (Top 5)
Order Management & Fulfillment Operations - Demonstrated experience managing end-to-end order lifecycles, including exception handling, hold management, and order expediting.
SLA Monitoring & Proactive Escalation - Proven ability to monitor queues against defined service levels, identify risk patterns, and escalate effectively before breaches occur.
Problem-Solving & Root Cause Analysis - Strong analytical skills to diagnose order holds, trace issues to their source, and implement timely corrective actions.
Order Management Systems - Proficiency with Oracle GOP used for order tracking, reporting, and workflow management.
Communication & Cross-Functional Coordination - Excellent written and verbal communication skills; ability to work across teams (procurement, logistics, finance, vendors) and keep stakeholders aligned on priorities and status.
Familiarity with supply chain KPIs (fill rate*** on-time delivery, order cycle time)

Preferred / Nice-to-Have Skills
Experience with data visualization tools (e.g., Tableau, Unidash)
Background in IT asset management or technology hardware supply chains
Experience with continuous improvement methodologies (Lean, Six Sigma)
Comfortable working in a global, multi-timezone environment

Custom Fields:
Name: If yes, approximately how often might CW's engaged by your team encounter graphic or objectionable content (imagery, video, or written) in the course of their work with your team?
Value: None

Name: How will performance be measured
Value: RSD

Name: Story Behind the Need - Business Group & Key Projects
Value: RSD

Name: Typical Day in the Role
Value: RSD

Name: Team Name
Value: None

Name: Good to have skills
Value: RSD

Name: Top 3 must-have HARD skills
Value: RSD

Name: Does this role deal with graphic and/or objectionable content to any extent?
Value: No

Name: Compelling Story & Candidate Value Proposition
Value: RSD