Order Management Specialist

TEVET•Greeneville, TN

5d•Onsite

About The Position

The Order Management Specialist is responsible for managing the customer experience after an order is placed, ensuring orders are processed, tracked, fulfilled, and communicated accurately from purchase through delivery. This role serves as a key liaison between TEVET customers, suppliers, internal sales teams, and operations personnel to ensure timely delivery, accurate order documentation, and responsive issue resolution. The Order Management Specialist plays a critical role in reinforcing TEVET’s reputation for exceptional service, customer satisfaction, and trusted relationships. By proactively monitoring order status, addressing delivery concerns, coordinating returns, maintaining accurate ERP and customer portal records, and escalating issues when needed, this position helps make complex procurement and fulfillment requirements easier for customers and suppliers alike. Success in this role requires strong communication, attention to detail, critical thinking, problem-solving ability, and a service-first mindset. The Order Management Specialist supports TEVET’s mission of serving the warfighter by delivering reliable, timely, and value-added support that strengthens the overall customer and supplier experience.

Requirements

One to two years of related experience and/or training preferred; or a bachelor’s degree from a four-year college or university; or an equivalent combination of education, experience, and demonstrated ability.
Prior customer service, order management, operations, logistics, procurement, or administrative experience preferred.
Must demonstrate strong communication skills and the ability to communicate effectively and professionally by phone, email, and in person.
Customer Service Oriented - Maintains a professional, responsive, and helpful approach when working with customers, suppliers, and internal teams. Understands the importance of follow-through and clear communication in building trust.
Sense of Urgency - Responds promptly to customer needs, supplier issues, delivery concerns, and internal requests. Understands when to prioritize urgent matters and escalate concerns appropriately.
Detail Oriented - Carefully reviews order information, shipping details, tracking updates, documentation, and customer requirements to reduce errors and support accurate fulfillment.
Organized - Effectively manages multiple orders, priorities, deadlines, and follow-up items at the same time. Keeps information accurate, current, and easy to track.
Relationship Driven - Builds and maintains positive working relationships with customers, suppliers, and internal partners. Understands that strong relationships support better service, faster issue resolution, and continued business growth.
Strong Communicator - Communicates clearly and professionally through email, phone, and in person. Provides timely updates, asks effective questions, and ensures important information is accurately shared with the appropriate stakeholders.
Quality Focused - Is thorough and accurate. Understands that a strong attention to detail is crucial for success.
Solution Oriented - Evaluates a problem and determines a reasonable, practical plan of attack.
Technologically Skilled - Uses technology to increase productivity. Keeps technical skills up to date. Is highly competent in Microsoft Word, Outlook, Excel, and PowerPoint.
Agile – Is able to move off task to tackle an urgent request, then back on task to manage and complete the day-to-day requirements.
Growth Minded - Views failure as an opportunity to learn and improve. Owns and scrutinizes their own errors and mistakes, resulting in personal growth and professional development. Understands that comfort zones rarely provide enrichment or breakthroughs.
Proficiency in Microsoft Word, Outlook, and Excel

Nice To Haves

Proficiency in NetSuite and Adobe Acrobat

Responsibilities

Communicate regularly with customers, suppliers, internal sales teams, and operations personnel to ensure accurate order status updates and on-time delivery.
Manage open orders, identify delays or fulfillment risks, and proactively work with suppliers and internal teams to resolve issues.
Update orders in the ERP system with accurate shipping, tracking, delivery, and fulfillment information.
Provide customers with timely order updates, shipment details, proof of delivery, and other required documentation.
Fulfill orders by creating packing slips, entering shipment information, and maintaining accurate records in customer portals and internal systems.
Identify recurring supplier issues, delivery concerns, or unusual order activity and escalate trends to management as appropriate.
Facilitate returns to vendors and communicate return status updates to customers and internal stakeholders.
Evaluate orders or service issues that do not meet customer expectations and take appropriate steps to resolve or escalate them.
Participate in and, when appropriate, lead team meetings, supplier sessions, and order review discussions.
Support and strengthen customer and supplier relationships by providing timely, professional, and effective solutions.
Consistently seek opportunities to improve order management processes, communication, service quality, and operational efficiency.
Effectively leverage approved company AI tools and resources to enhance productivity, streamline workflows, and improve the quality, accuracy, and efficiency of deliverables — while ensuring strict adherence to data privacy, ethical standards, and all company policies.
Contribute to TEVET’s continuous improvement culture by proposing and piloting new use cases, sharing insights and best practices, providing feedback on AI tools, documenting measurable results, and coaching teammates to maximize collective capability.
Support and uphold the organization’s Quality Management System (QMS).
Understanding QMS responsibilities to support compliance and quality standards.
Making customer-focused, quality-driven decisions.
Following document control practices and using current, approved documents.