About HMS
We shape the connected world!
HMS Networks makes the World more connected, productive and sustainable. HMS industrial communication products enable millions of machines such as robots, drives and air-conditioners to get connected to software and systems – A necessity to meet the future demands for energy efficiency and sustainability.
Position Summary
The Order Management Manager is a key member of the Logistics Management Team, reporting to the Senior Manager, Logistics and Order Management Americas. This role leads a regional Order Management team across the Americas and is accountable for delivering a high-quality, customer-centric order experience. Acting as a critical link between customers, sales, and supply chain operations, the role ensures seamless execution of the end-to-end order process while maintaining strong service levels, responsiveness, and effective issue resolution.
With a strong focus on customer service leadership, the Order Management Manager oversees escalations, drives performance against service KPIs, and fosters a customer-first culture within the team. The role also partners cross-functionally to optimize processes, improve system utilization, and align order management operations with business and customer needs, while contributing to continuous improvement and broader logistics strategic initiatives.
What’s in it for you?
- A leadership role with real impact – You’ll lead Order Management across the Americas and directly influence customer experience, service levels, and operational results.
- A seat at the table – As part of the Logistics Management Team, you’ll partner closely with Sales, Supply Chain, and IT to shape how HMS delivers for its customers.
- Complexity that keeps it interesting – Regional scope, cross‑functional collaboration, escalations, and continuous improvement initiatives mean no two days look the same.
- Opportunity to build and improve – Drive process optimization, digitalization, and KPI performance in an environment that values structured improvement and fresh ideas.
- Customer‑centric culture – Make a visible difference by leading a team that puts customers first while maintaining strong internal alignment.
- Purpose‑driven business – Be part of a company that connects industrial systems worldwide and contributes to productivity, sustainability, and smarter use of energy.
- Global company, local impact – Enjoy the stability of a global organization with the ability to influence regional operations and outcomes.
Essential Job Functions
- Lead and manage the Americas Order Management team, providing coaching, development, and performance management aligned with the company’s leadership model.
- Oversee the end-to-end order management process, including order entry, confirmation, tracking, and fulfillment, driving accuracy, timeliness, and efficiency.
- Act as the primary escalation point for order-related issues, including backorders, delays, and customer concerns, ensuring timely resolution.
- Deliver exceptional customer service by ensuring effective communication with internal stakeholders and external customers across all channels.
- Monitor, analyze, and report on order management performance using relevant KPIs; identify trends and implement improvements.
- Drive continuous improvement initiatives to enhance processes, reduce cycle times, and improve order accuracy and customer satisfaction.
- Partner with cross-functional teams (e.g., Sales, Supply Chain, IT) to align order management processes with business needs and support digitalization efforts.
- Ensure effective resource planning, including workforce allocation and workload balancing.
- Manage systems and tools used for order processing and tracking, ensuring data integrity and optimal utilization.
- Foster a customer-centric, collaborative, and high-performance team culture.
Authorities
- Authority to hire staff and define salaries (with HR) within the approved budget.
- Authority to make decisions on competence development.
- Authority to approve expenses and make investments up to limits defined in internal regulations.
Minimum Requirements
- Bachelor’s degree in business, supply chain, or related field or equivalent experience
- 5+ years’ experience in order management, customer service, or customer operations
- 3+ years’ experience leading or managing teams
- Strong customer-facing experience, including issue resolution and escalations
- Strong understanding of customer experience (CX) and continuous improvement
- Proven ability to track KPIs, improve processes, and drive performance
- Hands-on experience with ERP/order management and CRM systems
Preferred Qualifications
- Experience leading regional, multi-site, or global teams
- Experience with CRM/case management tools and service digitalization or automation
- Experience collaborating with supply chain and understanding of workforce management
Working Conditions
- Indoors, mostly sedentary
Travel
- 0-10%
- 1-2 international trips per year
HMS Networks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HMS Networks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.
