Order Management Specialist

The primary function of this position is to serve as the key point of contact for client services, ensuring seamless communication and order management. This involves providing exceptional customer service and fostering relationships with clients.

Responsibilities include:

• Offering day-to-day support to clients with a focus on delivering excellent customer experience and meeting satisfaction goals.
• Communicating and reporting on order management and delivery schedules.
• Supplying regular account status updates, including missing asset reports and delivery timelines.
• Building and maintaining strong relationships with content providers and clients, ensuring timely receipt of assets and files in compliance with established policies.
• Clearly conveying expected delivery dates for titles/assets through entry into internal systems and email/verbal communication for special cases and exceptions.
• Daily identification of late or at-risk title/assets that fail to meet customer-specific SLA requirements. Prompt escalation of these issues to the Content Operations team and monitoring resolution/delivery.
• Coordinating with internal operations teams to ensure timely delivery of all client orders, setting priorities according to daily work schedules and agreed-upon production schedules.
• Notification to internal stakeholders of any client workflow changes, requests to onboard new providers, delivery delays, and programming changes. Responsible for swiftly escalating issues/changes to supervisors and senior management.
• Creating proformas (estimated and final) and requesting purchase orders from clients.
• Collaborating with fulfillment to ensure they possess all necessary assets to process an order.
• Requesting missing assets required to fulfill an order.
• Managing urgent or high-profile orders with fulfillment.
• Escalating if an order is in jeopardy of being fulfilled on time.
• Coordinating all asset acquisition with content providers and third-party labs for timely delivery of all titles in a client's schedule, applicable to assigned accounts.
• Alerting content providers of any undelivered content prior to due date.
• Advising clients of potential missed start dates due to late delivery before the due date occurs.
• Monitoring schedules and verifying accuracy, reconciling any discrepancies and working with clients to ensure accurate dates.
• Understanding relevant rate cards and proper application of rates to orders.

Required Skills:

• Strong verbal and written communication skills.
• Effective interpersonal skills.
• Experience working efficiently in a fast-paced team environment managing high volumes of orders without error.
• Experience navigating multiple workflows across various locations and time zones.
• Must be highly organized and able to work independently within own processes.
• Proven ability to design efficient processes from the ground up to support evolving business needs.
• Ability to apply common sense understanding to execute instructions provided in written, verbal, or diagram form.
• Proven ability to identify correct problems and solve them effectively.
• Must be able to accurately document all processes, designs, and data flows.
• Strong attention to detail and ability to manage multiple priorities is essential.
• Ability to perform well under pressure and meet tight deadlines.
• Ability to listen and engage diverse cultures and perspectives.
• Positive, service-oriented personality.
• Ability to learn and process information quickly is advantageous.
• Must be flexible to work extended hours and/or weekends to meet project deadlines.

Experience:

• Minimum 3 years' experience in a Customer Service role.
• Customer Service experience in the Entertainment or Media industry is strongly preferred.

Education: Any degree