Strategic Order Management Lead – Hybrid

Alloy Enterprises; Baltimore (MD); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Johnson Controls in York, PA, is hiring a Senior Order Management Specialist to own the entire order lifecycle from contract booking to closeout. You will coordinate with Sales, Manufacturing, Product Management, Engineering, Logistics, and Finance to ensure accurate processing and timely fulfillment.

The role emphasizes customer satisfaction, proactive communication, and cross-functional problem solving in a fast-paced environment.

Qualifications

• 0-3 years 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

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 contract records, documentation, and financial transactions are completed accurately and in accordance with company policies.
• 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 closeout.
• 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.

Skills

Order management

Customer service

Contract administration

Forecasting

Billing & invoicing

Education

Associates degree

Bachelor's degree

Job description

Johnson Controls in York, PA, is hiring a Senior Order Management Specialist to own the entire order lifecycle from contract booking to closeout. You will coordinate with Sales, Manufacturing, Product Management, Engineering, Logistics, and Finance to ensure accurate processing and timely fulfillment.

The role emphasizes customer satisfaction, proactive communication, and cross-functional problem solving in a fast-paced environment.