Senior Order Management Specialist (hybrid)

Johnson Controls•Baltimore, MD

2d•$70,000 - $90,000•Hybrid

About The Position

As a Senior Order Management Specialist, you will serve as the primary point of contact for customers, Air Handling Unit Sales Channels, international regions, intercompany partners, manufacturing facilities, and key internal stakeholders throughout the entire order lifecycle. In this highly visible role, you'll take ownership of contract administration, order management, customer communications, financial coordination, and cross-functional project execution to ensure customer satisfaction and successful business outcomes. You'll collaborate with teams across Sales, Manufacturing, Product Management, Engineering, Supply Chain, Logistics, and Finance to ensure orders are processed accurately, production schedules remain on track, and customer commitments are consistently met. Your ability to build strong relationships, solve complex challenges, and coordinate across multiple functions will be instrumental in delivering results in a fast-paced environment. This is an exciting opportunity for a proactive, customer-focused professional who thrives on managing competing priorities, driving continuous improvement, and making a meaningful impact on both customer success and business performance. If you enjoy collaborating with diverse teams, influencing outcomes, and serving as a trusted partner throughout the order fulfillment process, we'd love to hear from you! Join our team in York, PA, where you'll collaborate onsite with colleagues three days per week while enjoying the flexibility of a hybrid work environment. Johnson Controls offers comprehensive relocation assistance packages to help eligible candidates make a smooth transition. At this time, we are considering applications from U.S. Citizens and Permanent Residents only.

Requirements

0-3 years of experience in customer service, operations, contract administration, manufacturing support, sales support, order management, scheduling, or related business functions.
Associates degree, Bachelor's degree and/or equivalent experience
U.S. Citizen and/or Permanent Resident

Nice To Haves

Experience supporting manufacturing operations, applied equipment, HVAC equipment, industrial products, or complex customer orders
Experience with forecasting, billing, contract administration, and customer account management
Bachelor's degree

Responsibilities

Serve as the primary point of contact for customer orders from contract booking through shipment and closeout.
Respond to customer inquiries and proactively communicate order acknowledgements, schedule updates, shipment information, and issue resolution.
Develop and maintain strong partnerships with customers, sales representatives, manufacturing facilities, and internal business partners.
Manage customer expectations while balancing operational capabilities and business objectives.
Proactively identify and communicate risks that may impact customer commitments.
Book, release, and manage customer contracts and orders, ensuring accuracy of pricing, terms, addresses, taxes, and contractual requirements.
Provide contract numbers and support the release of orders to manufacturing facilities.
Review and process order revisions, change orders, and contract modifications.
Monitor order approvals, accounting holds, manufacturing holds, shipping holds, and other exceptions, facilitating timely resolution.
Maintain accurate contract, order, and customer information within company systems.
Ensure all customer contact information required to support customer satisfaction activities is maintained in company databases.
Serve as the primary operational contact for AHU Sales Channels, International Regions, and Intercompany business.
Collaborate with Product Management, Engineering, Manufacturing Plants, Logistics, and Sales teams to support customer requirements.
Coordinate order acknowledgements, schedule notifications, manufacturing updates, and shipment tracking communications.
Facilitate communication and issue resolution between customers, manufacturing locations, and internal departments.
Support demand planning activities by ensuring orders are released and communicated in a timely manner.
Coordinate activities between Sales, Manufacturing Plants, Engineering, Product Management, Logistics, and customers to ensure timely order execution.
Monitor factory communications, production schedules, order status, and shipment activity.
Communicate schedule changes, manufacturing updates, and delivery expectations to internal and external stakeholders.
Coordinate delivery appointments, transportation requirements, and customer-specific shipping requirements.
Partner with manufacturing facilities to resolve order processing, scheduling, and fulfillment issues.
Support monthly, quarterly, and annual revenue objectives through accurate forecasting, backlog management, billing, and contract administration.
Coordinate contract scheduling to align backlog with business plans and financial forecasts.
Prepare billing information to support timely invoicing and revenue recognition.
Process credit memos, billing adjustments, error corrections, and approved customer account reconciliations.
Assist in researching and resolving billing discrepancies and customer invoice issues.
Ensure accurate financial and contract information is maintained within company systems.
Ensure compliance with international shipping requirements, export regulations, and company policies.
Coordinate export documentation, international shipping paperwork, banking documentation, and customer-specific requirements.
Partner with Logistics and Tax departments to support compliant domestic and international shipments.
Monitor contract milestones and shipment activity to support timely billing and contract completion.
Reconcile contract documentation and financial records throughout the contract lifecycle and at contract closeout.
Process billing adjustments, credit requests, and approved contract reconciliations.
Support warranty administration activities by coordinating communications among customers, manufacturing facilities, service teams, and warranty departments.
Ensure all contract records, documentation, and financial transactions are completed accurately and in accordance with company policies.
Participate in business reviews and operational meetings by preparing and reviewing contract, order, backlog, and customer-related information.
Research and resolve issues impacting profitability, customer satisfaction, order fulfillment, and operational performance.
Identify opportunities to improve processes, customer experience, and business results.
Ensure compliance with company policies, procedures, ethical standards, and legal requirements.
Support additional assignments and special projects as needed.