Order Management Analyst

Title: Order Management Analyst
Location: Framingham, MA 01701
Duration: 3 Months contract (Possibilities of conversion or extension)

Position Summary
The Order Management Specialist is responsible for managing the end-to-end customer order fulfillment process through billing creation, ensuring accurate order processing, inventory alignment, timely delivery, and successful invoicing. Accounts Receivable (AR) assumes responsibility following billing and invoicing.

This role supports direct consumers and key resellers across the Americas, Europe, Australia, and New Zealand. The specialist works closely with Sales, Supply Chain, Demand Planning, Customer Service, contract manufacturers, distribution centers (DCs), and third-party logistics (3PL) partners to optimize order fulfillment, improve On-Time In-Full (OTIF) performance, and enhance customer satisfaction.

The ideal candidate is analytical, detail-oriented, proactive, and capable of independently managing competing priorities in a fast-paced, evolving environment. This role also contributes to process improvement, automation initiatives, and data-driven operational decision-making.

Key Responsibilities
Order Management and Fulfillment
Manage customer orders from receipt through fulfillment, shipment, and billing creation.
Validate incoming orders against inventory availability, contractual requirements, and fulfillment timelines.
Confirm delivery commitments and coordinate fulfillment schedules with contract manufacturers, supply teams, and distribution centers.
Monitor order status, shipment progress, and logistics flows in collaboration with 3PL and logistics partners.
Track successful billing creation following product shipment and resolve discrepancies that could delay invoicing.

Cross-Functional Coordination and Customer Support
Collaborate with Sales, Supply Chain, Demand Planning, Customer Service, and Logistics teams to align priorities and improve fulfillment performance.
Communicate order status, delivery updates, and issue resolutions to customers and internal stakeholders.
Manage returns, exchanges, and transaction-related issues, partnering with IT and other teams to resolve technical challenges.
Support service-level commitments and maintain strong relationships with internal and external stakeholders.

Reporting, Analytics, and Process Improvement
Track and report order management metrics, service levels, and fulfillment performance for designated accounts.
Use Excel, Power BI, and ERP data to analyze trends, identify discrepancies, and support operational decisions.
Prepare and structure data to support process improvement, workflow optimization, and automation initiatives.
Identify opportunities to improve the end-to-end customer-to-cash process, streamline workflows, and enhance efficiency.
Support initiatives that improve OTIF performance, operational accuracy, and customer satisfaction.
Participate in cross-functional meetings and perform additional duties as assigned.

Required Qualifications and Skills
Experience and Education
Previous experience in order management, supply chain, logistics, customer operations, or a related field.
A degree or relevant educational background in Supply Chain Management, Logistics, Business, or a related discipline is preferred.
Working knowledge of customer-to-cash, order-to-cash, distribution, and sales processes.

Technical Skills
Proficiency in Microsoft Excel, including data analysis, reporting, and data manipulation.
Experience with Power BI for reporting, dashboarding, and performance analysis.
Experience with ERP systems; SAP ECC experience is preferred.
Familiarity with CRM platforms, EDI, Salesforce, or other enterprise business applications.
Understanding of supply and demand planning systems and inventory management processes.
Familiarity with automation tools and process improvement technologies is an advantage.

Core Competencies
Strong attention to detail and commitment to data accuracy.
Excellent analytical, critical-thinking, and problem-solving skills.
Effective written and verbal communication skills.
Strong organizational skills and the ability to manage multiple priorities independently.
Proactive issue identification, stakeholder coordination, and follow-through.
Adaptability and the ability to work effectively in a fast-paced, changing environment.
A continuous improvement mindset, with a focus on operational efficiency and customer satisfaction.