Senior Order Management Rep (Remote)

Senior Order Management Representative

GovCIO is seeking a Senior Order Management Representative to oversee all aspects of customer product and solution orders. This role ensures timely and accurate processing in alignment with departmental SLAs, while maintaining a strong focus on delivering exceptional customer satisfaction. This position will be a fully remote position located within the United States.

Responsibilities

Effectively oversee order management operations to ensure we meet defined SLAs and department objectives. Produce reports to Manager at required timeframes.

Generate monthly, quarterly, or on-demand metrics to determine if departmental SLAs are being met. Identify and take course correction at necessary.

Produce and monitor both the held and at-risk activity to drive lines / orders to closure.

Oversee the management of each order, to include RMAs, working with internal resources, finance, purchasing, vendors, sales, collectors, and billers to ensure quick turnaround of the order and shipment and invoicing of the product to the customer.

Primary point of contact for resolution of escalated issues and cross-functional teams.

Review customer survey results, evaluate, and act as necessary including contact to the customer.

Work cross-functionally with other business areas to improve internal processes.

Perform root cause analysis to identify and implement proactive solutions for department development.

Qualifications

Required Skills and Experience :

Bachelor's with 5 - 8 years (or commensurate experience) and 7 10 years of order processing or relevant experience.

Superior organization and follow-up skills to ensure responsibilities and goals are met within SLAs.

Detail-oriented and ability to prioritize and work well under pressure in a fast-paced environment.

Works independently, makes informed decisions, and communicates relevant information to management.

Excellent problem-solving skills that reflect conscious effort to improve customer experience while minimizing cost and risk to Iron Bow.

Ability to properly assess end-to-end impact of potential process changes.

Ability to read and understand government and commercial contracts and familiarity with the FAR.

Intermediate level of experience with Microsoft Office, especially Excel and Outlook.

Travel Requirements : There is approximately 5% travel requirement for this position.

Preferred Skills and Experience :

Possess effective communication skills which reflect active listening, critical thinking, and a customer-focused tone.

Prior experience in order management strongly desired.

Experience in government contracting and reseller environment preferred.

Drive employee accountability, teamwork, customer focus, and mutual respect.

Company Overview

GovCIO is a team of transformers people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens. But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process :

If you are selected to move forward through the process, here's what you can expect :

During the Interview Process :

Virtual video interview conducted via video with the hiring manager and / or team. Camera must be on. A valid photo ID must be presented during each interview.

During the Hiring Process :

Enhanced Biometrics ID verification screening. Background check, to include :

Criminal history (past 7 years)

Verification of your highest level of education.

Verification of your employment history (past 7 years), based on information provided in your application.

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including :

Employee Assistance Program (EAP)

Corporate Discounts

Learning & Development platform, to include certification preparation content

Training, Education and Certification Assistance

Referral Bonus Program

Internal Mobility Program

Pet Insurance

Flexible Work Environment

• Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

Equal Opportunity Employer

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability / vets.

Posted Pay Range : USD $78,000.00 - USD $83,000.00 / Yr.