Order Management Specialist III

ROLE OVERVIEW

The Order Management & Compliance Analyst runs the client's hardware order operations end-to-end — from order creation through to confirmed delivery — while ensuring every shipment is compliant with trade regulations and internal policy. Operating on a 24x5 multi-shift model at roughly 1,200 orders per month, the role combines hardware order management with hardware trade and compliance review, including the controlled handling of dangerous and hazardous goods.

Sitting at the trade-and-orders core of the operation, the analyst reviews shipping documentation for regulatory compliance, researches and applies import/export requirements, and coordinates with logistics, procurement and the Trade & Compliance Specialists to keep hardware moving without customs or policy breaches. The role reports to the Order & Compliance Team Lead, with senior analysts anchoring each shift to maintain coverage and decision quality around the clock.

KEY RESPONSIBILITIES

1.  Hardware Order Management (End-to-End)

• Manage the full hardware order lifecycle from creation through to delivery confirmation, keeping each order moving against its committed timeline.
• Process orders accurately in SAP and the procurement platform and maintain real-time order status and records so stakeholders always have a reliable view.
• Monitor the order backlog continuously, proactively identifying at-risk or stuck orders and initiating corrective action before they breach.
• Coordinate with procurement, logistics and warehouse teams on fulfillment timing, exceptions and re-prioritization.
• Soft-validate and claim hardware shipping requests within the enterprise ticketing system, verifying key transaction variables—including business purpose, origin-to-destination alignment, and cost-center routing.
• Execute precise transport bookings across a global carrier network for standard and urgent air freight, domestic road transport, Less-than-Truckload (LTL) freight, and specialized white-glove logistics.
• Coordinate standard direct domestic routes, as well as complex international cross-docking operations—such as routing European cargo through centralized regional hubs (e.g., the Netherlands) to consolidate customs clearance.

2.  Trade & Compliance Review

• Process and review shipping documents for compliance with regulatory and internal-policy requirements, correcting errors before shipment. Utilize corporate compliance engines to generate legally binding Commercial Invoices (CIs) and Packing Lists (PLs), ensuring exact data parity with ticketing and ERP systems.
• Manage the trade clearance gate by validating that all cross-border items possess correct part numbers registered with complete trade classification data—including Harmonized Tariff Schedule (HTS) codes, Export Control Classification Numbers (ECCN), and Country of Origin (COO) details.
• Identify missing trade metadata and initiate New Part Requests (NPR) within Product Lifecycle Management (PLM) tools, tracking customs valuations and HTS code assignments to clear system blocks. 
• Research and apply import/export requirements across the markets in scope, adapting to country-specific rules.
• Ensure every shipment complies with the client's policy and applicable customs laws, documenting the compliance position for audit.
• Enforce financial thresholds for international returns (e.g., directing low-value, high-complexity LATAM returns to certified local recycling centers with destruction certificates rather than processing cross-border shipments).

3.  Dangerous & Hazardous Goods Handling

• Audit shipments for hazardous contents, specifically checking battery labels (such as UN3481 Lithium-ion or UN3091 Lithium-metal marks), and apply appropriate carrier-specific packing declarations. 
• Facilitate the shipment of dangerous and hazardous goods in accordance with applicable regulations and carrier requirements.
• Provide guidance and approval for DG-related shipments, ensuring correct packaging, labelling and documentation.
• Escalate compliance risks and ambiguous cases to the Trade & Compliance Specialist or the client's point of contact for a ruling.
• Leverage regulatory exemptions for small-scale shipments (e.g., handling "two or less packages with two or less devices" rules) by issuing the appropriate inverse shipping declarations to carrier networks. 
• Verify the Dangerous Goods certification status of requesters; proactively route non-certified requests to the dedicated internal hazard-control desks via child ticket workflows.

4.  Performance, Reporting & Coordination

• Meet order-processing cycle-time and on-time-fulfillment targets, balancing speed with accuracy across shifts.
• Produce performance metrics against the agreed SLAs and KPIs and surface trends for management review.
• Coordinate cross-team resolution of stuck, delayed or non-compliant shipments, owning the issue through to closure.

PERFORMANCE & SERVICE LEVELS

Indicative performance targets for the role; final service levels are confirmed on engagement and measured by location per service line.

• Assignment Accuracy: maintain correct HS codes, ECCN designations and Certificates of Origin on ≥99% of in-scope hardware shipments, since classification errors drive customs delays and penalties.
• Customs Compliance: keep 100% of shipments compliant with the client's policy and applicable customs laws (tracked as a KPI), with documented evidence per shipment.
• Timeliness & Accuracy: hold order-processing cycle time to ≤8 hours from order creation to booking; deliver ≥98% of orders on or before the committed date; and complete reverse-logistics (returns/recalls) within ≤5 days.
• Customer Satisfaction (CSAT): sustain a CSAT score of ≥95% (≥4.0–4.5 on a 5-point scale) across surveyed interactions, reflecting accuracy, responsiveness and professionalism on every request handled — measured monthly/quarterly per the cross-functional service levels.
• Ticket Quality: ensure ≥95–97% of completed requests pass quality-assurance checks, with complete and accurate documentation, correct categorization, and full adherence to the approved SOP for the request type.
• Response Time: respond to ≥95–97% of tickets within the priority-based target window, routed to the correct owner first time, so no request waits on mis-assignment.

TOOLS & SYSTEMS

SAP for order-to-cash and trade processing; the procurement platform for procurement orders; IBP (Integrated Business Planning) for planning data on compliance and order flows; and the ITSM / ticketing platform for intake and SLA tracking.

REQUIRED SKILLS & EXPERIENCE

Mandatory

• 2–6+ years in order management, trade compliance or supply-chain operations.
• Strong working knowledge of global customs documentation, Harmonized System (HS) classifications, Export Control Classification Numbers (ECCN), Incoterms (DDP vs. DAP/FCA), and Importer/Exporter of Record (IOR/EOR) liabilities. 
• Proven comfort operating within a global 24x5 multi-shift model, requiring rigorous ticket handover practices and shift-end notes to ensure continuous cargo movement. 
• Hands-on SAP order-to-cash / procurement experience.
• High accuracy, sound documentation habits and clear English communication.

Preferred

• Dangerous Goods (DG) Certification: Active IATA, ADR, or IMDG certification, or practical experience processing regulated hazardous materials (specifically Lithium Batteries). 
• Experience managing localized third-party customs broker handovers, temporary cross-border carnets (ATA Carnets), and white-glove transport operations. 
• Experience with hardware logistics in a global enterprise environment.
• Familiarity with integrated business planning and trade-management tooling.

LEVELS & PROGRESSION (I – III)

One job profile spans the levels below; seniority (and compensation) is differentiated by scope, autonomy and ownership. The JD itself is common across levels.

• Level I — processes standard orders and routine document checks under SOP, learning the compliance fundamentals of the hardware flow.
• Level II — handles complex and compliance-sensitive orders and DG approvals with limited oversight, and resolves customs and fulfillment exceptions.
• Level III — acts as shift anchor and SME for trade compliance — owning exceptions, customs escalations, classification rulings and quality across the queue.