Order Management Analyst

Overview

We are seeking a detail-oriented Order Management Analyst to oversee the full lifecycle of complex customer orders across multiple global regions. This role includes partnering with different internal teams to ensure accurate and timely fulfillment of orders, managing contract documents, and supporting finance-related billing processes. Additionally, the analyst will contribute to process improvements and the evaluation of AI-based tools to optimize operational efficiency.

Key Responsibilities

• Manage the entire process of customer orders from receipt to fulfillment, ensuring compliance and punctual delivery internationally.
• Collaborate closely with Sales, Finance, and Operations teams to support billing, invoicing, procurement submissions, and overall order execution.
• Handle non-revenue agreements by reviewing documents, coordinating DocuSign processes, and updating systems for contract accuracy.
• Maintain comprehensive and accurate order records, supporting successful delivery of digital services and products.
• Assist Finance in addressing payment inquiries, collections, returns, credits, rebills, and other order-related tasks.
• Identify and suggest improvements in operational workflows to drive continuous enhancement initiatives.
• Provide guidance and share best practices with junior team members regarding daily operational questions.
• Support assessments and implementation of AI-driven solutions aimed at increasing efficiency within the global order management function.

Daily Activities

• Process customer orders and manage contract documentation through Salesforce, CPQ, and internal order management systems.
• Coordinate with internal stakeholders to resolve order discrepancies promptly to meet fulfillment schedules.
• Review customer documentation for compliance and completeness prior to processing.
• Continuously monitor order statuses, troubleshoot issues, and communicate updates to relevant internal and external parties.
• Keep customer and order data accurate and up to date within CRM and ERP platforms.
• Support reporting, documentation, and initiatives aimed at process improvement.
• Collaborate effectively across teams, adhering to service level agreements and departmental deadlines.

Preferred Qualifications and Attributes

• Associate's degree or comparable professional experience.
• More than five years of experience in order management, sales operations, customer operations, or related roles.
• Proficient in Salesforce, CPQ, CRM tools, and various order entry systems.
• Experience with billing, invoicing, contract management, or procurement processes.
• Comfort using AI tools and an aptitude for identifying automation and efficiency improvements.
• Excellent organizational skills with strong attention to detail and ability to prioritize multiple tasks.
• Strong verbal and written communication skills, exhibiting a collaborative and customer-centric mindset.
• Capability to work autonomously in a fully remote setting aligned with U.S. business hours.
• Experience working with global teams or handling international order workflows is advantageous.
• Candidates located in the Boston area are preferred but not mandatory.