Job Description

The Order Management Specialist is responsible for ensuring the order-to-cash process is executed smoothly, accounting for errors that prevent accurate and timely billing and resolving them using approved SLAs. The Order Management Specialist will also serve as a liaison between customer experience, operations, profiling, loss prevention, and billing teams to push orders through the process.

Primary Responsibilities (Essential Functions):

• Monitor, review, and manage open orders daily from several reports and serve as first point of contact for order escalation in the facility

  • Take ownership of aged delayed billing cases and escalated open orders, initiating investigations into delays

• Investigate each escalated open order and respond promptly by ensuring:

  • All paperwork is scanned
  • All lines are on the order and completed as required
  • All weight and quantity discrepancies between documentation and order lines are resolved.
  • All order manifests/BOLs are closed

• Conduct daily review of order errors preventing moves into “Billable” status with facility managers

  • Develop and execute action plans to resolve the identified delays and errors.

• Ensure order and billing accuracy prior to orders reaching the Billing team

• Monitor and resolve delayed billing cases including:

  • Communicating with Customer Experience to resolve “Do Not Bill” comments
  • Closing final manifests
  • Accurately completing or confirming transportation order lines.

• Use system and various reports to ensure orders are received timely, updated accurately, and responsible for keeping a clean book of orders

• Facilitate communication between Customer Experience, Operations, Billing, and any other department necessary to complete and close Manifest Discrepancy Cases

• Resolve weight and quantity discrepancies between documentation and order lines

• Identify continuous improvement ideas and work with BPI team to improve OTC process.

• Track delays and systematically address root causes

• Escalate SLA and process non-compliance; report weekly to operations manager on individual facility performance and suggest remedial action (e.g. training, management escalations) as needed

• Lead daily standup meetings with facility leaders and relevant staff including customer experience, operations, and finance on unresolved issues

• Collaborate cross-functionally with Billing and Operations teams to facilitate timely invoicing

• Use data and analytics to understand and resolve account errors

• Responsible for performing to days-to-invoice standard established for the TSDF

• This person will be accountable and empowered to perform to invoicing standards

• Perform other reasonably related tasks as assigned by management

Qualifications

• Associate’s degree OR 2+ years’ experience in Operations, Customer Experience, Billing.
• Experience using Salesforce, Preview, SPAK, and Steriwise

Preferred Qualifications:

• Experience managing projects or client relations
• Advanced skills in Excel and PowerPoint
• Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables
• Ability to effectively work with and influence team members at the TSDF and other departments
• Experience in hazardous waste industry preferred
• Ability to use data and anaylytics to understand and resolve errors

Physical and Mental Demands:

• Ability to work in office and be able to regularly access and use general office equipment including phones, computers, copiers, etc.

• Must be able to work in a busy, often distracting work environment that is generally climate controlled

• Ability to occasionally lift and carry up to 20 pounds

• Ability to sit for long periods of time

• Ability to stand or walk for long periods of time

• Ability to reliably attend work during scheduled hours on a regular basis

• The ability to deal politely and professionally with customers and/or coworkers

• The ability to manage several tasks at once to meet deadlines

• The ability to follow direction or instruction

• The ability to use a computer to communicate, create, and access information

Additional Information

Clean Earth offers competitive benefits including health, dental, vision, life, and disability insurance plans starting on the first day of employment; paid time off, wellness benefits, employee discount program, tuition assistance, and a 401k with company matching.

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, gender identity, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

If you have a difficulty applying for any job posted on Harsco Clean Earth’s website because a disability prevents you from using the online system, Clean Earth offers the following alternate application procedure: Call toll free (833) 209-2659 and leave your name, phone number, city and state of residence. Clean Earth will arrange for an alternate method of applying and will consider your application together with all other applications received for the job. This line is dedicated to disability applications only. No other inquiries will receive a response.

Military veterans encouraged to apply.