Vibram Group

SUMMARY

The Order Management Specialist: Work Industrial role is responsible for managing the end-to-end order fulfillment process for key customers, ensuring accurate order entry, pricing validation, timely communication, and on-time delivery. This position serves as the point of contact for customer order inquiries and works cross-functionally with sales, production, planning, sourcing and shipping teams to ensure seamless order execution and a high level of customer satisfaction.

The role requires close coordination across internal and external stakeholders to monitor order flow from receipt through shipment, proactively resolve delays or discrepancies. The specialist is expected to balance customer needs with operational requirements while supporting service, accuracy, and fulfillment performance goals.

Success in this role requires strong attention to detail, customer service orientation, problem-solving ability, and proficiency with ERP and order management systems. The ideal candidate can manage multiple priorities in a fast-paced environment, communicate clearly with customers and internal teams, and drive issues to resolution while building strong customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

· Manage end-to-end order processing for key Work Industrial customers, including order entry, pricing validation, order confirmation, and on-time fulfillment.

· Serve as the primary customer service contact for order status inquiries, delivery updates, product availability, and issue resolution.

· Coordinate closely with sales, production, planning, sourcing and shipping teams to ensure timely and accurate execution of customer orders.

· Monitor order flow from receipt through shipment and invoice, proactively identifying and resolving potential delays, shortages, or discrepancies.

· Interact with operations and track production progress on the factory floor.

· Communicate inventory availability, lead times, and shipment schedules to customer service while helping to manage expectations.

· Investigate and resolve order-related issues, including production delays, shipping discrepancies, backorders, returns, and billing concerns.

· Help process order modifications, cancellations, and expedited requests while balancing customer needs and operational requirements.

· Support sales and customer service teams by providing order updates, customer account information, and administrative support for key accounts.

· Generate and analyze order management reports to monitor service levels, order accuracy, and fulfillment performance.

· Ensure compliance with company policies, customer requirements, and quality standards throughout the order fulfillment process.

· Support strong customer relationships through responsive communication, problem-solving, and a commitment to exceptional service.

· Utilize ERP and order management systems to manage customer orders, inventory visibility, and shipment tracking.

· Perform other related duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

· Associate’s or Bachelor’s degree in business, supply chain, customer service, or a related field, or equivalent work experience.

· 2–5+ years of experience in order management, customer service, sales support, or a related operational role.

· Experience processing high volumes of customer orders while maintaining a high level of accuracy and service.

· Strong knowledge of order entry, pricing validation, inventory coordination, shipping processes, and fulfillment workflows.

· Proficiency in ERP (SAP) and order management systems, with strong Microsoft Office skills, especially Excel.

· Demonstrated ability to communicate effectively with customers and internal cross-functional teams.

· Strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment.

· Proven problem-solving skills with the ability to identify issues, coordinate solutions, and follow through to resolution.

· Customer-focused mindset with the ability to build strong relationships and maintain professionalism under pressure.

LANGUAGE SKILLS

Ability to effectively present information and respond to questions from groups of managers, colleagues, customers and the general public. Ability to write reports, business correspondence, and standard work procedures.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

· Analytical – Synthesizes complex or diverse information; collects and researches data, uses intuition and experience to complement data; designs workflows and procedures.

· Technical Skills – Accesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

· Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations, uses reason even when dealing with emotional topics.

· Project Management – Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget

· Teamwork – balances team and individual responsibilities; exhibits objectivity and openness to others; views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.

· Interpersonal Skills – Focuses on solving conflict, takes responsibility for one’s actions, maintains confidentiality; a good listener; remains open to others; ideas and tries new things.

· Oral Communication – Speaks clearly and persuasively in positive and negative situations; listens and gets clarification; responds well to questions, demonstrates group presentation skills, participates in meetings.

· Written Communications – Writes clearly and informatively; edits work for spelling and grammar, varies writing style to meet needs; presents data effectively; able to read and interpret written information.

· Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

· Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decision; includes appropriate people in decision-making process; makes timely decisions.

· Motivation – Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.

· Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.