Order Management Lead

Who We Are - Thermon

Thermon is a diversified technology company and a global leader in industrial process heating, temperature maintenance, environmental monitoring and temporary power distribution solutions. We deliver engineered solutions that enhance operational awareness, safety, reliability and efficiency to deliver the lowest total cost of ownership.

Thermon offers over 250 products, software and services across multiple brands, providing a range of offerings from boilers, transportation heaters, and liquid load banks to tubing bundles and heat trace. We are the silent guardians of critical infrastructure. From the relentless demands of chemical plants and the intricate networks of rail and transit to the vital pulse of power generation, we innovate solutions that ensure optimal operation, protect critical assets, and maximize efficiency.

We care deeply about the success of our customers, the well-being of our people, and the reliability of every product we design. This drives our unwavering commitment to safety and integrity in everything we do. Through collaboration, we unite a rich legacy of expertise with a trusted global team, partnering side-by-side with our customers. We transfer the warmth needed to make life work.

The Role

The Order Management Lead oversees daily order processing operations, ensuring accurate, timely, and efficient order fulfillment. This role provides leadership to the order management team, supports cross functional coordination, and drives service excellence for internal and external customers.

What You Will Do

Team Leadership & Oversight

• Lead, mentor, and support the Order Management team in daily operations.
• Provide ongoing coaching, guidance, and performance feedback.
• Execute training program for new hires and existing team members to ensure consistent knowledge, skill development, and adherence to process standards.
• Conduct regular refresher training sessions and assess competency gaps.
• Serve as the primary escalation point for order related issues.

Order Processing & Fulfillment

• Oversee end to end order flow, including order entry, validation, shipment, and invoicing.
• Ensure accuracy in pricing, customer information, and terms.
• Prepare, validate, and submit customer quotations, ensuring accuracy, timely delivery, and alignment with pricing policies.
• Resolve discrepancies related to inventory, shipping timelines, or documentation.
• Collaborate with logistics, warehouse, customer service, and sales to ensure smooth fulfillment.

Operational Excellence

• Track and manage KPIs such as order accuracy, cycle times, backlog, and fulfillment rates.
• Identify process inefficiencies and drive continuous improvement initiatives.
• Develop and maintain SOPs and process documentation.
• Ensure compliance with company policy, financial controls, and audit requirements.

Customer & Internal Stakeholder Communication

• Act as a liaison between Order Management and cross functional teams.
• Support sales and customer service with order inquiries and issue resolution.
• Build strong and proactive relationships with key customers.

Systems & Reporting

• Use ERP/CRM systems for order entry, tracking, and analysis.
• Produce operational reports on a weekly/monthly basis.
• Participate in testing and rollout of system enhancements or updates.

Key Characteristics, Competencies and Skills

• Bachelor's degree in Business Administration, or Supply Chain Management, or other related field is preferred.
• More than 5 years' experience working in order management, customer service operations, or supply chain.
• Ability to work independently and as part of a team
• Prior leadership, or supervisory or team lead experience
• Exceptional communication and customer relationship skills.
• High attention to detail with strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and ability to guide team performance.
• Proven strength in delivering clear, actionable feedback to team members, enabling improved performance, continuous growth, and consistent achievement of operational goals.
• Clear, professional communication (written and verbal).
• Process focused mindset with a drive for continuous improvement.
• Strong understanding of the order to cash process.
• Proficiency with ERP systems (e.g., Microsoft Dynamics) and Microsoft Excel.
• Familiarity with inventory processes, logistics, and basic financial controls.
• Working knowledge of ISO standards (e.g., ISO 9001) and their application in operational processes, documentation, and quality management
• Role is on-site and requires regular attendance in the office during standard working hours.
• Ability to remain seated for extended periods (up to 1–2 hours at a time).
• Extensive computer use, approximately 6–7 hours per workday.
• Frequent telephone and virtual communication, up to 2 hours per day.