Order Management Analyst

Job Title: Order Management AnalystLocation: PanamáDepartment: OperationsReports To: Fulfillment Manager
Job Summary:The Order Management Analyst ensures the smooth execution of the order-to-delivery process and acts as the primary liaison between customer service, supply planning, and logistics. This role combines order management and fulfillment excellence with operational coordination, aiming to enhance client satisfaction and improve internal efficiency within the distribution chain.
Key Responsibilities:Order ManagementManage end-to-end customer order processing: order entry, validation, fulfillment, and delivery.Confirm product availability, pricing, and lead times.Monitor open orders and proactively manage any risks to on-time delivery.Main POC between operations and sales.Issue ResolutionInvestigate and resolve order discrepancies, returns, and complaints.Collaborate with cross-functional teams to address root causes and implement corrective actions.Reporting & Continuous ImprovementTrack and analyze order performance data to identify trends and opportunities for improvement.Provide weekly/monthly order and customer service level reports.Recommend and implement process improvements to increase efficiency and customer satisfaction.Cross-Functional CollaborationWork closely with logistics, warehouse, sales, finance, and planning teams to coordinate order fulfillment.Ensure internal alignment to deliver on customer expectations.
Requirements:Bachelor’s degree in Business, Supply Chain, Logistics, or a related field.2+ years of experience in order fulfillment, logistics, and/or supply planning (preferably in a FMCG or logistics company).Familiarity with ERP and CRM systems (e.g., SAP, Oracle, NetSuite, Salesforce).Strong communication, organizational, and problem-solving skills.Bilingual English/Spanish preferred.Ability to multitask, prioritize, and adapt in a fast-paced environment.