Application Support Analyst

Order Management System Specialist Job Description (JD)

Summary

The OMS Specialist is responsible for the end-to-end processing and fulfillment of customer orders within the Order Management System (OMS) and related ERP / logistics platforms. This role acts as a central point of contact, coordinating with Sales, Inventory, Warehouse, Finance, and Customer Service teams to ensure customer satisfaction and operational excellence.

Key Responsibilities

Area

Duties

Order Processing & Entry

Accurately review, validate, and process incoming B2B and B2C customer orders (via EDI, e-commerce, or manual entry) into the OMS / ERP system. Verify order details including pricing, product codes, quantities, and customer shipping data.

Issue Resolution

Actively troubleshoot and resolve order exceptions such as stuck orders, inventory shortages, shipping errors, payment discrepancies, and tax compliance issues.

Customer & Sales Support

Serve as the primary liaison for internal and external stakeholders regarding order status, tracking, changes, and cancellations. Process returns, refunds, and exchanges in accordance with company policy.

Data Integrity & Compliance

Maintain accurate customer and order data in the OMS / CRM system. Ensure all transactions and processes comply with company policies, legal requirements (e.g., SOX, trade regulations), and customer contracts.

Reporting & Analysis

Generate and distribute routine reports (e.g., open orders, fulfillment rate, backlog status) and perform basic analysis to highlight trends or operational issues.

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Required Skills & Qualifications

Essential Qualifications

• Education : Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, or a related field.
• Experience : Proven experience (typically 2+ years) in a dedicated order management, order fulfillment, or sales support role.
• System Proficiency : Strong hands-on experience with an OMS platform (e.g., SAP SD, Oracle, NetSuite, IBM Sterling, custom systems) and ERP software.
• Core Skills : Excellent attention to detail, strong organizational skills, and demonstrated ability to problem-solve complex operational issues.

Preferred Skills