Order Management Support Specialist

About the position The INNIO Advantage: By combining a rich legacy in the power and gas compression space with pioneering technology, INNIO brings our customers affordable, reliable and sustainable energy solutions for today and tomorrow. We are helping to meet today’s energy needs with 64 GW of installed capacity and more than 50,000 of our powerful Jenbacher and Waukesha engines, which can be found in more than 100 countries. And, by harnessing our history of energy industry firsts along with the power of digital innovation, we will continue to deliver for the future. As an Equal Opportunity Employer, INNIO offers a comprehensive array of international career opportunities and understands that diversity creates excellence. Known for leadership development, we aim to empower individuals to reach their full potential. Position Overview: The Order Management Specialist is responsible for customer order management and fulfillment activities related to spare parts. The primary objective of this role is to deliver a high level of customer service by ensuring timely order fulfillment and reliable engine operation. This role serves as a primary point of contact for customers and internal service organizations and focuses on order entry, coordination, execution, and follow-up. Work is performed in accordance with company standards, customer service agreements, and applicable regulations. This position will be based in Houston, TX – hybrid work schedule.

Responsibilities

• Manage and execute customer orders, returns, and complaints related to internal and external spare parts orders, including transactional orders with different priorities (express, standard, stock fill), warranty orders, multi-year agreements, CM&U (change, modifications, and upgrades), and parts support for new unit installations and field service activities
• Enter, manage, and monitor customer orders within the ERP system, ensuring accuracy, completeness, and timely execution
• Own on-time shipping (OTS) performance for assigned customers or regions and support monitoring of key performance indicators (KPIs) such as overdue orders, order aging, and backlog
• Drive timely order fulfillment by meeting customer request dates, reducing order processing cycle times, and keeping order backlog to a minimum
• Coordinate shipment execution and fulfillment with internal warehouse and logistics teams and proactively communicate shipment status to customers
• Serve as the primary customer contact for order-related inquiries, order status updates, delivery coordination, and issue resolution, primarily through email and written communication
• Understand customer-specific agreements, incoterms, and fulfillment rules and apply them correctly when processing and executing orders
• Monitor and manage order status, including request dates, promise dates, rescheduling, changes, shipment tracking, and documentation management
• Coordinate cross-functionally with regional services, planning and forecasting, warehouse, pricing, service engineering, warranty, complaints, billing, and finance teams to ensure timely and accurate fulfillment
• Support timely resolution of customer complaints and escalations related to order fulfillment and delivery
• Participate in customer meetings and internal alignment meetings as required, primarily virtually, with limited travel as needed
• Support system, process, and continuous improvement initiatives related to order management and ERP enhancements
• Perform other related duties as assigned to assist with successful operations and business continuity

Requirements

• High School Diploma or GED
• Demonstrated experience in a customer service, order management, or similar role involving entering, managing, and monitoring customer orders
• Proficiency in Microsoft Office: Word, Excel, & Outlook
• ERP experience, Oracle preferred
• Legally authorization to work in the U.S. without sponsorship now or in the future
• Basic understanding of order fulfillment processes, incoterms (e.g., DAP, DDP), and shipment coordination; in-depth import/export clearance experience
• Excellent organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment
• Ability to communicate clearly and effectively with internal teams and external customers
• Analytical and problem-solving skills to resolve escalations and implement process improvements that ensure compliance and operational efficiency
• Ability to work independently and collaboratively as part of a team, including effective coordination with cross-functional teams
• Adaptability and flexibility to support evolving processes and standardization efforts within the US organization
• Ability to follow company policies, procedures, and EHS guidelines, complete mandatory trainings, and report incidents or near-misses as required
• Ability to perform work in a standard office environment
• Ability to sit, stand, and work at a computer workstation

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