Brazil’s Order Management Analyst

Order management starts when a customer places an order and ends once they receive their package or service. It allows a business to coordinate the entire fulfillment process — from order collection, inventory, and delivery visibility to service availability. The workflow involved can differ based on a company’s needs, but a typical order management process includes three steps: Order Entry, Delivery and billing creation. This position will be part of the Global Shared Service located in the Costa Rica area. The individual may be also required to provide input to or participate in various projects and will perform other duties as requested. This role will report to the Order Management Manager.

• Perform day-to-day order management activities, ensuring timely and accurate processing. 
• Monitor and resolve order and sales interface issues across platforms (EDI/RPA), collaborating with IT, Sales, and Planning teams. Additionally, maintain master data and related tables in the sales system, ensuring accurate setup and configuration of all systems involved. 
• Responsible for maintaining and cleaning up customer master data, including activating and deactivating ship-to locations as needed.
• Manage and process orders end-to-end, including open order tracking, prioritization, and delivery scheduling. 
• Remove delivery blocks and analyze order status to make decisions based on resource allocation, availability, and escalation needs (e.g., MOQ/MOV exceptions, unrealistic delivery dates). 
• Communicate product changes (PIPO) to customers and ensure alignment with internal stakeholders. 
• Resolve electronic invoicing issues by coordinating with EDI providers (e.g., Adejo) and external portals such as Suframa. 
• Coordinate appointment requests for deliveries with logistics partners (e.g., DHL) 
• Track prepayments and tax-related conditions according to delivery timelines. 
• Prioritize shipments through daily alignment meetings with logistics providers. 
• Monitor correct order posting in SAP and troubleshoot discrepancies across systems. 
• Liaise with internal departments including Sales, Marketing, Logistics, Planning, and Distribution to ensure seamless order flow.
• Manage daily reporting related to order management and delivery performance. 
• Building customer knowledge through direct interaction; Providing customers with order, shipping, and billing information by request 
• Managing delivery issues, POD tracking, returns/refusals investigations, price claims, coordination with AR for CN/DN closure. 
• Support business improvement initiatives and automation opportunities. 
• Ensure process documentation is accurate and up to date. 
• Collaborate closely with all departments to ensure excellent customer service and timely delivery of all orders. 
• Support Touches, Touchless and order automation measures to keep on track, escalating recurrent issues and opportunities driving better service levels to CS and SCL leaders 
• Audit & Compliance responsibilities, acting as segment compliance SPOC, maintaining approvals/evidence for audits following DOA. 

• Degree in business administration, economics, finance, engineering, logistics, or other related field; or provable working experience. 
• Strong verbal and written communication skills in Portuguese and English are required to effectively interact with internal and external stakeholders across regions. 
• Knowledge of SAP 
• Ability to analyze and model data; 
• Strong analytical and problem solving abilities; 
• Organized, detail-oriented, and time-oriented individual who takes ownership of projects. 
• Ability to work as a team player in a dynamic, continuously changing, fast-paced environment. 
• Excellent written and oral communication skills. 
• Ability to work effectively prioritizing competing demands in a fast-paced environment. 
• Advanced Microsoft Office skills, primarily advanced knowledge of Excel (including pivot tables, functions, and formulas), as well as familiarity with BI tools, macros, and similar solutions. 
• Flexibility to travel (3 - 4 times per year)