ORDER MANAGEMENT SPECIALIST

The Order Management Specialist owns the day-to-day execution of Enseo’s order lifecycle, from sales order entry through shipment, with responsibility for drop-ship purchase orders, logistics coordination, shipment tracking, and returns coordination. This role works across Sales, Project Management, Accounting, Engineering, and Fulfillment to ensure orders are processed accurately and on time through NetSuite, with materials flowing to the right locations to meet project and customer commitments. The Specialist operates primarily as an internal coordinator, escalating customer-facing issues, exceptions, and warranty or credit decisions to the Procurement Manager.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Order Processing

• Process sales orders accurately and on time, verifying pricing, items, shipping details, and project alignment before release
• Create and manage drop-ship purchase orders for hardware, licensing, and service agreements as required by project scope
• Maintain order accuracy standards and processing SLAs; flag exceptions and discrepancies for resolution
• Partner with Sales, Project Management, and Accounting on order details that require clarification or correction before processing

Logistics & Shipment Coordination

• Coordinate with Project Management, Sales, Fulfillment, suppliers, and warehouses to ensure items are available and ship on time to meet project demand
• Manage drop-ship execution and shipments from remote warehouses, including license and service agreement deliveries
• Select carriers and book parcel and LTL freight shipments using established carrier accounts (FedEx, UPS, freight providers)
• Maintain shipment tracking visibility and provide tracking information to internal stakeholders and, where required, to customers
• Identify and escalate logistics issues that impact project timelines or customer commitments

Returns Coordination

• Coordinate the operational processing of returns and exchanges including RMA setup, return shipping arrangements, and receiving handoff
• Track return shipments and confirm receipt against the RMA record
• Escalate warranty determinations, credit decisions, and disposition calls to the Procurement Manager
• Maintain accurate return records in NetSuite for downstream visibility and reporting

Cross-Functional Coordination

• Serve as the internal point of coordination for order-related questions from Sales, Project Management, and Accounting
• Handle routine order status inquiries; escalate customer-facing issues, complaints, and account-level concerns to the Procurement Manager
• Partner with Fulfillment on receiving, putaway, and outbound shipping accuracy
• Support the Procurement Manager on inventory accuracy, cycle counts, and item master data quality as needed

Data & Reporting

• Maintain order, shipment, and return data accuracy in NetSuite
• Produce routine reports on order volume, shipment status, open orders, and returns
• Flag data quality issues that affect order processing or reporting

• Strong understanding of the order-to-cash lifecycle and ERP-based order processing
• Hands-on NetSuite experience including sales orders, purchase orders, item records, and shipment transactions
• Working knowledge of parcel shipping (FedEx, UPS) and LTL freight including carrier selection, label generation, and tracking
• Strong attention to detail and organizational discipline; able to manage a high volume of concurrent orders without errors
• Strong cross-functional communication skills; able to coordinate across Sales, PM, Accounting, and Fulfillment
• Proficiency in Microsoft Excel for order tracking, reporting, and exception management
• Ability to identify exceptions and discrepancies, work them to resolution, and know when to escalate

Education and Experience

• Bachelor’s degree in Business Administration, Supply Chain, or related field, or equivalent professional experience
• Three or more years in order processing, fulfillment, customer service operations, or logistics coordination
• Experience in hospitality technology, telecom, video, IT integration, SaaS, or comparable hardware/services industries preferred

Physical Requirements & Working Conditions

• Location: Manila, Philippines. In-office for the first six months at the Manila operations site; hybrid arrangement thereafter
• Working Hours: Full US Central business hours; night shift in Manila local time
•  Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds
• Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on the telephone; frequent repetitive motions