Order Management Manager

Addiction Pet Foods

6d•Remote

About The Position

Addiction Foods is looking for a highly experienced and hands-on Order Management Manager to manage regional and international order processing while driving strategic improvements, workflow automation, and process standardization across the order-to-delivery cycle. This role is approximately 50% hands-on order processing and execution and 50% strategic process improvement, automation, and operational optimization. It is suited to someone who is deeply familiar with end-to-end order management and can independently handle complex international orders while improving how the function operates.

Requirements

Bachelor’s degree in Supply Chain, Logistics, Business Administration, International Business, or a related field.
7+ years of solid Order Management experience, ideally in FMCG, manufacturing, consumer goods, or an export-oriented business.
Extensive hands-on experience managing the complete order-to-delivery / order-to-cash process.
Strong experience processing regional and international customer orders.
Practical exposure to export operations, international markets, shipping documentation, and cross-border order requirements.
Strong hands-on SAP ERP experience, particularly order processing and preferably SD/MM.
Proven experience in process improvement, workflow redesign, or automation projects.
Strong understanding of order controls, order exceptions, allocation, fulfillment, shipment coordination, and customer service.
Strong Excel and data analysis capability.
Able to work independently, make sound operational decisions, and manage complex orders with minimal supervision.
Strong stakeholder management and communication skills.
Comfortable working with global teams across different time zones.

Nice To Haves

EDI/API integrations.
Order Management workflow automation.
SAP process optimization.
Power Automate or other workflow automation tools.
AI-enabled process automation.
Power BI or Tableau.
Lean Six Sigma / Continuous Improvement.
Export documentation and trade compliance.
Multi-country or multi-entity order management.

Responsibilities

Manage the complete order-to-delivery lifecycle for regional and international customers.
Process, review, and monitor customer orders from order receipt and SAP entry through fulfillment and final delivery.
Ensure order accuracy, pricing, availability, documentation, and delivery requirements are properly validated.
Coordinate closely with Sales, Finance, Warehouse, Supply Chain, Fulfillment, customers, distributors, freight forwarders, and logistics partners.
Monitor backorders, stock availability, delivery schedules, shipment status, and customer requirements.
Handle order exceptions, urgent requests, allocation issues, discrepancies, and delivery concerns.
Support international shipments and ensure complete export, shipping, and trade documentation.
Maintain accurate order records, customer information, shipping instructions, and supporting documentation.
Ensure regional and international orders are executed accurately and on time.
Provide timely updates to internal and external stakeholders on order and shipment status.
Review the full Order Management process and identify gaps, bottlenecks, duplication, and manual activities.
Design and implement standardized workflows, SOPs, controls, and service-level standards.
Lead workflow automation and digitalization initiatives across order processing and reporting.
Identify opportunities to automate repetitive activities using SAP, workflow tools, integrations, AI, or other approved technologies.
Improve order accuracy, turnaround time, visibility, and customer experience.
Develop and maintain dashboards and KPIs covering order accuracy, order cycle time, backlog, fulfillment, service level, and delivery performance.
Conduct root-cause analysis on recurring order issues and implement sustainable corrective actions.
Improve coordination between Order Management, Sales, Finance, Supply Chain, Warehouse, and Logistics.
Support EDI/API integration, system enhancements, UAT, and SAP-related improvement projects.
Drive continuous improvement and establish scalable processes that can support business growth across multiple markets.