Job Description

The role requires close collaboration across multiple teams to track order progress, identify potential risks early, and resolve any barriers that may impact delivery. This includes managing customer queries, investigating and resolving claims, supporting accurate billing, and maintaining clear and timely communication with customers at all times.

The Order Management Specialist reports to the CX Supervisor and is expected to take a proactive, solutions-focused approach, working across functions to keep orders moving and continuously improving how we support our customers.

Responsibilities

• Manage open order books, ensuring orders progress smoothly by identifying and resolving any issues early. Proactively follow up on expedite requests, confirm product availability and lead times with relevant teams, and keep orders moving to meet customers.

• Proactively communicate with internal and external customers on order status, delays, and any potential issues. Ensure information is clear, accurate, and timely to manage expectations and maintain customer trust.
• Investigate and resolve customer claims and disputes within agreed service levels, working closely with relevant teams. Process credit and manual debit notes accurately, ensuring all approvals are in place and the NWC process is followed.
• Manage the billing process, ensuring invoices and manual delivery notes are issued accurately and on time. Maintain a strong sense of urgency to support smooth order processing and customer satisfaction.
• Manage Salesforce cases in line with standard processes, ensuring accurate categorisation and regular updates on case progress. Maintain high-quality data to support reporting, identify barriers, and enable effective execution of customer requests. This forms part of the role’s daily standard work, with KPIs defined and tracked.
• Work closely across teams to ensure smooth order execution, including Customer Experience, Account Management, Credit, Warehousing, Logistics, Master Data, and Purchasing. Actively coordinate to resolve issues, remove barriers, and keep orders progressing as planned.
• Actively support continuous improvement by identifying execution barriers and driving opportunities to improve customer satisfaction. Partner with CX improvement teams to raise, shape, and contribute to initiatives and projects.

• Maintain clear visibility of the order book and support forward planning by highlighting risks, gaps, or trends that may impact delivery, revenue, or month-end performance. Proactively engage relevant teams to address issues ahead of time.
• Ensure full adherence to Standard Operating Procedures (SOPs) and internal processes, maintaining accuracy, consistency, and compliance across all order management activities.

Basic Qualifications

• Education: Matric or equivalent required; a diploma in business, operations, or a related field is advantageous.
• Experience: 3–5 years of experience in order management, sales support, or a customer-facing role, ideally within a technical or industrial environment (e.g. air compressors or similar equipment). Experience managing end-to-end orders and working across functions will be a strong advantage.
• Organisational Skills: Strong ability to prioritise tasks, manage multiple stakeholders, and coordinate activities effectively in a fast-paced, high-pressure environment.
• Problem Solving Strong problem-solving skills, with the ability to proactively identify issues, assess impact, and resolve them quickly in a fast-paced, high-pressure environment.
• Customer Focus: Strong customer service skills, with a clear focus on delivering consistent, high-quality customer experience. Ability to manage expectations, build trust, and maintain strong relationships with both internal and external customers.
• Technical Knowledge: Basic understanding of air compressor systems and related spare parts, with the ability to quickly build and apply technical knowledge to support accurate order management and effectively address customer queries.
• Systems Proficiency Strong working knowledge of service and order management systems (SYSPRO, Oracle, Siebel, Jaggaer), with the ability to effectively use CRM tools, Qlik reporting, and Microsoft Office to manage orders, maintain data accuracy, and support reporting and decision-making.
• Attention to detail: High level of attention to detail, ensuring accuracy in order management, system data, and documentation to prevent errors and support smooth execution.
• Delivery Under Pressure: Ability to perform in high-pressure periods, particularly during month-end, ensuring deadlines are met and orders are executed without delays.
• Proactive Ownership: Self-driven and solutions-focused, with the ability to anticipate issues, take ownership of orders end-to-end, and drive outcomes without waiting for direction.

• Commercial Awareness: Understands the impact of order management on revenue and customer satisfaction, with the ability to prioritise work and escalate risks that may affect business performance.
• Data Integrity: Ensures all order and system data is accurate and up to date, supporting reliable reporting, planning, and decision-making.