Senior Order Management Coordinator

Rehlko•Kohler, WI

1d•$30 - $37•Hybrid

About The Position

The Senior Order Management Coordinator serves as a key sales operation and customer support resource for Data Center, Channel, strategic, and other complex customer accounts. This role is responsible for coordinating and managing customer requirements throughout the complete order-to-cash process, ensuring accurate order execution, timely delivery, effective issue resolution, and a high level of customer satisfaction. The Senior Order Management Coordinator serves as a primary point of contact for assigned accounts and partners closely with Sales, Operations, Supply Chain, Engineering, Finance, Logistics, Customer Service, and other cross-functional teams to resolve complex issues and ensure customer commitments are met. This Senior Order Management Coordinator position monitors order and account performance, identifies potential risks, supports continuous improvement initiatives, and provides guidance and mentorship to Sales Coordinators to promote consistent processes, best practices, and service standards. The Senior Order Management Coordinator also provides backup support for Engineered Specials (ES) accounts and other designated customer accounts to ensure continuity of service and operational support.

Requirements

Bachelor’s degree in business administration, Supply Chain Management, Logistics, Operations, Finance, or a related field or equivalent 5-8 years of order management/SAP work experience may be considered.
Significant experience supporting sales operations, customer service, order management, sales administration, supply chain, or a related business function.
Advanced knowledge of SAP Order-to-Cash (OTC) processes, including quoting, order entry, order management, shipment processing, billing, and issue resolution.
Demonstrated experience supporting complex, high-value, high-volume, or strategically important customer accounts.
Proven ability to independently manage escalated customer and operational issues while identifying risks and developing effective resolution strategies.
Demonstrated ability to serve as a subject matter expert and provide guidance, escalation support, and mentorship to team members and cross-functional partners.
Experience training, coaching, onboarding, or developing team members, with the ability to communicate complex processes and systems effectively.
Strong understanding of order auditing, compliance requirements, internal controls, and standard operating procedures.
Advanced proficiency in Microsoft Excel and experience working with reporting tools to develop, analyze, and interpret operational data.
Demonstrated experience identifying process inefficiencies, implementing improvements, and measuring results.
Strong analytical, organizational, problem-solving, and communication skills.
Ability to manage multiple priorities independently, exercise sound judgment, and maintain a high level of accuracy and accountability in a fast-paced, customer-focused environment.
Applicants must be authorized to work in the US without requiring new or transfer visa sponsorship now or in the future.

Nice To Haves

Backup support for Engineered Specials (ES) accounts.
Backup support for designated customer accounts.

Responsibilities

Manage customer orders through the complete order-to-cash lifecycle, including quotations, order entry, shipment creation, freight coordination, invoicing support, issue resolution, and order closure, while ensuring compliance with pricing, contractual, and company requirements.
Serve as the primary sales coordination resource and point of contact for assigned Data Center, Channel, strategic, high-volume, and complex customer accounts.
Provide proactive communication to customers and internal stakeholders regarding order status, delivery schedules, fulfillment risks, changes, and issue resolution.
Coordinate outbound shipments, freight activity, and required documentation to support accurate freight charges, on-time delivery performance, and compliance with customer, regulatory, and company requirements.
Monitor backlog, order status, aged orders, holds, and fulfillment activities to proactively identify and resolve issues that may impact customer commitments, satisfaction, or business performance.
Serve as an escalation point for complex customer, freight, billing, compliance, and order fulfillment issues. Lead cross-functional efforts to resolve issues and mitigate risks to customer and business performance.
Coordinate progress payment activities and partner with Finance to support payment accuracy, account reconciliation, and compliance with contractual requirements.
Prepare and maintain operational reports and conduct order audits to verify data accuracy, process compliance, and adherence to established procedures and controls.
Support post-sale customer requirements, including invoice discrepancies, returns, freight damage claims, short shipments, payment inquiries, and other service-related issues in partnership with Finance, Logistics, and Customer Service.
Maintain accurate customer, order, shipment, and billing information across SAP, Salesforce, Smartsheet, and other applicable business systems.
Ensure customer and order documentation is complete, accurate, and maintained in accordance with company policies, audit requirements, and established documentation standards.
Collaborate with Sales, Operations, Supply Chain, Engineering, Finance, Logistics, IT, and other functions to resolve order fulfillment challenges and support strategic customer initiatives.
Analyze order, backlog, freight, billing, and account data to identify trends, anticipate potential risks, and recommend actions that improve operational efficiency, customer experience, and business performance.
Support financial audits, system enhancements, documentation updates, new program launches, system testing, and other business initiatives that improve sales administration and customer service processes.
Participate in cross-functional planning activities to align customer requirements, operational capabilities, and business priorities.
Provide backup support for Engineered Specials (ES) sales coordination, including participation in key project and operational meetings such as Change Board, Switchgear Project Updates, and ES Order Reviews.
Process Engineered Specials orders in Windchill, monitor order and project progress, and complete assigned follow-up activities, system updates, and coordination requirements.
Provide backup support for designated secondary accounts to ensure consistent customer service and continuity of operations.
Develop, maintain, and update work instructions, process documentation, reference materials, and other resources to support compliance, training, and operational consistency.
Lead onboarding and functional training for new Sales Coordinators and serve as a subject matter resource for complex process, system, policy, and customer support questions.
Provide coaching, guidance, and day-to-day support to Sales Coordinators, helping reinforce departmental standards, identify process gaps, and promote best practices.
Partner with leadership and cross-functional teams to identify and implement process improvements, support system enhancements, and standardize best practices across Sales Administration.