Order Management Operations Manager(Read/Write skills in Japan Language Needed)

7 days ago

Hong Kong Island, Hong Kong SAR China Nityo Infotech Full time

Order Management Operations Manager (Read/Write skills in Japanese Language Needed) The Order Management Operations Manager leads, manages, and optimizes day‑to‑day operations of the Order Management team, ensuring accurate processing of all customer sales orders from entry through fulfillment, invoicing, and post‑sales issue resolution, guaranteeing high levels of customer satisfaction and operational compliance . Key Responsibilities Forecast & capacity planning (sustaining and NPI & Black Friday). Escalation management for PO exceptions & error handling and support for returns, RMAs, CM escalations and deduction escalations. Troubleshooting & root cause analysis for order exceptions across all channels, connecting systems (OP, o9, SAP, etc.) with process and data. Launch‑specific reporting development & dashboard support and internal Orders Portal readiness execution. Provide in‑region support across channels to the Regional OM lead and engage cross‑functional teams (SPMM, Finance, planning, transportation fulfillment). Japanese required for APAC. Validate complex transaction exceptions, process deviations and provide guidance/coaching to operation analysts. Identify process improvement opportunities, suggest workflow optimization, and support system enhancements & UAT for operational tools. Lead, mentor, and manage a team of Order Management Specialists and Leads, overseeing hiring, training, performance reviews, and professional development. Oversee daily workload distribution, queue management, and resolution of operational roadblocks to ensure timely and accurate processing. Define, track, and report on key performance indicators (KPIs) and SLAs: Order Cycle Time, Order Accuracy Rate, On‑Time Delivery, Backlog Management. Serve as final escalation point for complex order issues, pricing discrepancies, delivery problems, and system failures. Process Optimization & Compliance Continuously review and optimize the Order‑to‑Cash (OTC) processes to reduce costs, minimize errors, and improve customer experience. Develop, document, and enforce SOPs and best practices across all order management activities. Ensure all order processing activities strictly adhere to company policies, revenue recognition rules, pricing agreements, and trade compliance regulations. System Management Collaborate with the IT/Systems team to ensure effective functioning of the ERP/OMS, participate in system testing, minor configuration updates, and validate system changes. Maintain integrity of customer and product master data relevant to order processing. Required Qualifications Education: Bachelor’s degree in Business Administration, Supply Chain Management, Operations, or related field. Experience: Minimum 7 years in Order Management, Customer Service, or related Operations with at least 3 years in a managerial role. System Expertise: Strong functional knowledge and hands‑on experience with major ERP systems (e.g., SAP SD, Oracle Order Management, or dedicated OMS platforms). Leadership: Proven track record of managing, motivating, and developing high‑performing operational teams. Language: Read/Write Japanese required. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Supply Chain and Management Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Nityo Infotech by 2x. Get notified about new Order Manager jobs in Hong Kong. #J-18808-Ljbffr

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