Senior Order Management Specialist

Description:

The Senior Order Management Specialist reports to the Director, Order Operations and is responsible for overseeing support operations for government customers utilizing the company's online ordering portal. This role serves as a key liaison between the business, internal government teams, and external government stakeholders, ensuring alignment, clear communication, and seamless execution across all phases of the order lifecycle.This position oversees the delivery of high-quality customer support by guiding portal usage, resolving complex ordering issues, and ensuring the accuracy of pricing, documentation, and transaction details. It also directs cross-functional coordination to address discrepancies, mitigate delays, and uphold service standards.In addition, the role ensures all customer interactions, transactions, and reporting activities adhere to government regulations and contractual requirements. By driving operational excellence, process consistency, and customer-focused solutions, this position plays a critical role in delivering compliant, efficient, and high-quality experience for government customers.

Essential Functions:

• Oversee government customer relationships by serving as the primary point of contact for inquiries and requests, ensuring high-quality support and resolution while providing technical guidance and strategic insight. Direct the delivery of timely and accurate information related to products, services, contracts, and compliance requirements. Manage and optimize order processing through the company’s online portal, ensuring accuracy, efficiency, and alignment with operational and regulatory standards.
• Drive the development and implementation of strategies to enhance ordering processes and elevate overall customer experience. Direct the generation and analysis of reports related to order activity, product usage, and performance metrics to inform decision-making and continuous improvement. Collaborate closely with internal government stakeholders on state bids, customer onboarding, and contractual requirements to ensure accuracy, alignment, and full compliance with all applicable regulations and guidelines.
• Analyze and interpret contractual language to ensure Amneal meets compliance to the contracts. While also evaluating data that ensures the customer is complying with its commitments.
• Lead support operations for government customers by ensuring effective navigation and utilization of the ordering portal, including oversight of issue resolution related to access and order processing. Oversee end-to-end order lifecycle management by monitoring order status, tracking shipments, and driving proactive communication of updates to customers and internal government stakeholders. Ensure all activities, customer interactions, and reporting consistently meet government regulations, contractual obligations, and compliance requirements.
• Direct communication between the business, internal government team, and government customers. Ensure effective collaboration with internal departments to support the timely and accurate fulfillment of government customer orders and requirements. Manage issue resolution processes by addressing customer concerns, mitigating risks, and escalating complex matters as needed to maintain service excellence and compliance standards.

Education:

• High School or GED - Required
• Bachelor's Degree (BA/BS) Business Administration, Finance, Accounting, Public Administration, or a related field - Preferred

Experience:

• 2 years or more in Experience in Customer Service
• 2 years or more in Experience with E-Commerce or a Portal

Specialized Knowledge:

• Proficient with Microsoft Office Suites.