Description
Ingram Micro is a leading technology company for the global information technology ecosystem.
With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.
Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.
We are seeking a detail-oriented and customer-focused Order Management Specialist to manage the end-to-end order lifecycle, ensuring accurate order processing, timely fulfilment, and excellent customer experience. The role involves coordinating with internal teams such as sales, supply chain, logistics, finance and procurement to resolve order-related issues and maintain operational efficiency.
Key Responsibilities:
Order Processing & Management
- Process customer orders accurately and efficiently in ERP/CRM/order management systems.
- Review orders for completeness, pricing accuracy, contract compliance, and required approvals.
- Monitor order status from entry to fulfilment and delivery.
- Manage order amendments, cancellations, returns, and escalations.
Customer & Stakeholder Coordination
- Customer facing. Serve as the primary point of contact for order-related inquiries.
- Coordinate with sales, operations, warehouse, procurement, logistics, and finance teams to ensure smooth order fulfilment.
- Proactively check on backorders and communicate with customers on delivery timelines, delays, and issue resolution.
Data Accuracy & Documentation
- Ensure proper documentation of orders, contracts, purchase orders, invoices, and shipping records.
- Ensuring adherence to compliance standards
Issue Resolution & Escalation
- Investigate and resolve order discrepancies, billing issues, inventory shortages, and shipping delays.
- Escalate critical issues to relevant stakeholders and track resolution.
- Identify process gaps and recommend improvements to optimize order cycle time and customer satisfaction.
- Support system enhancements, automation, or process transformation initiatives.
Qualifications & Experience
- Diploma in Business Administration, Supply Chain, Operations, Logistics, or related field (preferred).
- 3–5 years of experience in order management, sales operations, customer service, or supply chain operations in IT industry is preferred.
- Experience using SAP ERP system and familiar with Microsoft Dynamics 365 CRM.
Required Skills
- Strong attention to detail and accuracy.
- Excellent communication and stakeholder management skills.
- Problem-solving and analytical thinking.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in spreadsheets and reporting tools (e.g., Microsoft Excel).
- Understanding of inventory, logistics, and customer fulfilment processes.
