The Sr. Coordinator, Order Management is responsible for the day-to-day order management process, assisting with complex or high-priority orders, supporting with escalations, and ensuring orders are processed accurately, efficiently, and in compliance with company, partner, and regional requirements. This role provides operational advice, supports consistent execution of processes, and helps maintain high standards of quality and compliance across the order management function. The Senior Coordinator assists in identifying process inefficiencies, supports continuous improvement initiatives, and ensures adherence to established procedures.
Working closely with Sales, Operations, Logistics, Finance, and IT, the Senior Coordinator helps resolve cross-functional issues, monitors operational risks, and supports process improvements and system enhancements. They provide guidance to Specialists, help embed best practices across the team, and provide support as a deputy to the Order Management Manager to ensure continuity of operations.
Responsibilities:
- Coordinate the processing of orders, ensuring accuracy, timeliness, and compliance with company, partner, and regional requirements.
- Support the resolution of order issues, discrepancies, or exceptions, escalating complex issues as needed to ensure timely resolution.
- Provide operational advice and support to Specialists, to ensure consistency in processes and adherence to best practices.
- Monitor order quality and data integrity, and identify gaps, risks, or process inefficiencies and share observations with management to support continues improvement.
- Collaborate closely with Sales, Operations, Logistics, Finance, and IT to resolve cross-functional issues, confirm order requirements, and maintain alignment between CRM and ERP systems (e.g., Salesforce and LN).
- Provide feedback and support process improvement initiatives to enhance efficiency and accuracy.
- Builds relationships with internal and external stakeholders to provide timely updates on order status, delays, or resolution of escalations.
- Ensure smooth team operations during peak periods or staff absence, providing support and operational continuity in collaboration with the Order Management Manager
Requirements:
- A customer-focused professional with a commitment to accuracy, exceptional attention to detail, and driving continuous improvement
- Minimum of 3 years’ experience in Customer Service, Order Management, or a related Order Fulfilment role
- organizational skills, and the ability to manage multiple priorities in a fast-paced, cross-functional environment.
- Hands-on experience using Salesforce (CRM) for order processing, reporting, and customer account management.
- Working knowledge of ERP systems and the ability to maintain accurate order data across platforms.
- Proficiency with Microsoft Office Suite, particularly Excel, with the ability to analyse data, prepare reports, and support process improvements.
- Strong interpersonal, verbal, and written communication skills, with the ability to collaborate effectively across teams and regions.
- Demonstrated problem-solving and decision-making ability.
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What We Do
For over 20 years, learning has been, and always will be what fuels Promethean's passions. It represents the highest order contribution that we can make to improving the societies in which we live. We believe that the purpose of technology is not simply about automating the teaching and learning process, but to inspire and empower every student.
