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About the Role

As a Senior Order Management Specialist, you will be the primary point of contact for customers, sales channels, international regions, intercompany partners, manufacturing facilities, and internal stakeholders throughout the entire order lifecycle. This role involves ownership of contract administration, order management, customer communications, financial coordination, and cross-functional project execution to ensure customer satisfaction and successful business outcomes.

Responsibilities

Serve as the primary point of contact for customer orders from contract booking through shipment and closeout.
Respond to customer inquiries and proactively communicate order acknowledgements, schedule updates, shipment information, and issue resolution.
Develop and maintain strong partnerships with customers, sales representatives, manufacturing facilities, and internal business partners.
Manage customer expectations while balancing operational capabilities and business objectives.
Proactively identify and communicate risks that may impact customer commitments.
Book, release, and manage customer contracts and orders, ensuring accuracy of pricing, terms, addresses, taxes, and contractual requirements.
Provide contract numbers and support the release of orders to manufacturing facilities.
Review and process order revisions, change orders, and contract modifications.
Monitor order approvals, accounting holds, manufacturing holds, shipping holds, and other exceptions, facilitating timely resolution.
Maintain accurate contract, order, and customer information within company systems.
Ensure all customer contact information required to support customer satisfaction activities is maintained in company databases.
Serve as the primary operational contact for AHU Sales Channels, International Regions, and Intercompany business.
Collaborate with Product Management, Engineering, Manufacturing Plants, Logistics, and Sales teams to support customer requirements.
Coordinate order acknowledgements, schedule notifications, manufacturing updates, and shipment tracking communications.
Facilitate communication and issue resolution between customers, manufacturing locations, and internal departments.
Support demand planning activities by ensuring orders are released and communicated in a timely manner.
Coordinate activities between Sales, Manufacturing Plants, Engineering, Product Management, Logistics, and customers to ensure timely order execution.
Monitor factory communications, production schedules, order status, and shipment activity.
Communicate schedule changes, manufacturing updates, and delivery expectations to internal and external stakeholders.
Coordinate delivery appointments, transportation requirements, and customer-specific shipping requirements.
Partner with manufacturing facilities to resolve order processing, scheduling, and fulfillment issues.
Support monthly, quarterly, and annual revenue objectives through accurate forecasting, backlog management, billing, and contract administration.
Coordinate contract scheduling to align backlog with business plans and financial forecasts.
Prepare billing information to support timely invoicing and revenue recognition.
Process credit memos, billing adjustments, error corrections, and approved customer account reconciliations.
Assist in researching and resolving billing discrepancies and customer invoice issues.
Ensure accurate financial and contract information is maintained within company systems.
Ensure compliance with international shipping requirements, export regulations, and company policies.
Coordinate export documentation, international shipping paperwork, banking documentation, and customer-specific requirements.
Partner with Logistics and Tax departments to support compliant domestic and international shipments.
Monitor contract milestones and shipment activity to support timely billing and contract completion.
Reconcile contract documentation and financial records throughout the contract lifecycle and at contract closeout.
Process billing adjustments, credit requests, and approved contract reconciliations.
Support warranty administration activities by coordinating communications among customers, manufacturing facilities, service teams, and warranty departments.
Ensure all contract records, documentation, and financial transactions are completed accurately and in accordance with company policies.
Participate in business reviews and operational meetings by preparing and reviewing contract, order, backlog, and customer-related information.
Research and resolve issues impacting profitability, customer satisfaction, order fulfillment, and operational performance.
Identify opportunities to improve processes, customer experience, and business results.
Ensure compliance with company policies, procedures, ethical standards, and legal requirements.
Support additional assignments and special projects as needed.

Requirements

0-3 years of experience in customer service, operations, contract administration, manufacturing support, sales support, order management, scheduling, or related business functions.
U.S. Citizen and/or Permanent Resident

Skills

Customer Relationship Management
Order Management
Contract Administration
Customer Communications
Financial Coordination
Cross-functional Project Execution
Collaboration
Problem Solving
Relationship Building
Forecasting
Billing
Demand Planning
International Shipping Compliance
Continuous Improvement

Location

York, PA

Work Type

Hybrid

Experience Level

Entry Level
Associate

Education Level

Associate's degree
Bachelor's degree
Equivalent experience

Salary/Compensations

$70,000 - $90,000

Benefits

Comprehensive relocation assistance packages
Competitive benefits package

About the Company

Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization.
Helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters.
Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Equal Opportunity

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.
To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law.
If you are an individual with a disability and you require an accommodation during the application process, please visit here.