Sales Order Manager
Description
The Order Manager is responsible for managing the end-to-end order lifecycle, ensuring accuracy, efficiency, and timely delivery of products or services. The Order Manager is responsible for the process of goods from quote to delivery, and from Removal to storage. This role works closely with sales, finance, logistics, and customer support teams to optimize order processes and improve customer satisfaction.
Responsibilities
- Support sales and operations in managing the processes from quote to delivery.
- Support account managers in the different processes that may involve changes of the product during the contract, ensuring install base records accuracy. Including but not limited to, preparing contract details, liaising with legal, sales, operations and finance colleagues.
- Put the orders into production in a timely manner and follow up on all of them to make sure that the requested delivery dates are met, resolving and escalating, where necessary, any issues that may impact customer satisfaction.
- Maintain and continuously update a contract and sales order progress tracker, clearly communicating status and next steps.
- Review all order documentation for accuracy and completeness before releasing orders into production in a timely manner.
- Collaborate cross‑functionally with sales, compliance, finance, legal, production, shipping, and field service teams to identify and resolve issues that may delay order processing.
- Track and manage machine movement and order status using Smartsheet.
- Prepare, obtain, and review all shipping documentation and coordinate or follow up on shipments to customer delivery locations.
- Ensure compliance requirements are met and verify customer payment status prior to shipment.
- Support billing inquiries and liaise with finance teams to resolve discrepancies or payment issues.
- Monitor and follow up on key order milestones, including live dates, removal dates, and conversion dates, and proactively inform all relevant stakeholders.
- Keep the sales pipeline fully updated with real-time status and order progress visibility.
- Communicate directly with end customers as required to provide updates, resolve issues, and support successful delivery.
- Attend internal and external meetings as needed to provide accurate and timely updates on contract and order status.
- File, organize, and maintain all required documentation in accordance with internal controls and external audit requirements.
Requirements
- BA/BS in Engineering, Business, Operations or equivalent experience in related field.
- 3–7+ years of experience in order management, sales operations, or related roles
- Experience with ERP/CRM systems (SAP, Oracle, NetSuite, Salesforce, etc.)
- Strong analytical and problem-solving skills
- Excellent communication and cross-functional collaboration abilities
- Attention to detail and ability to manage multiple priorities
- Leadership or team management experience (for manager-level roles)
- Excellent analytical, business & strategic skills.
- Bias towards actionable, pragmatic solutions and the drive to ensure that projects are getting done.
- High degree of initiative, independent work, and assertiveness.
- Ability to influence across all levels.
- Order processing & lifecycle management
- Data analysis & reporting
- Process optimization
- Customer service orientation
- Systems proficiency (ERP/CRM)
- Project management
- High degree of energy, enthusiasm, and passion to have impact
- Ability to maintain confidentiality at all times
- Able to use analytical skills to make sound judgements and quick decisions
- Strong communication skills and proven ability to build collaborative work relationships
- Excellent Microsoft Office Skills (Excel and PowerPoint are Key)
- Extensive attention to detail, documentation, and traceability – ability to define and monitor detailed project deliverables, risks, issues and action items and work with team to drive them to completion
