About Arbor
Arbor is a fast-growing, venture-backed U.S. marketplace that's revolutionizing how builders and contractors source building materials. We combine an intuitive checkout experience with a highly automated, data-driven back endso every order flows seamlessly from placement to delivery. As we scale our U.S. operations, we're building a lean, high-performing offshore team in the Philippines and need an exceptional Order Management Lead to own the full order lifecycle.
Role Overview
As our Order Management Lead, you will be the single point of accountability for every U.S. orderfrom the moment a customer clicks Place Order to the successful delivery on the jobsite. You will:
- Own end-to-end order management (validation, routing, tracking, and delivery)
- Manage exceptions and escalations in real time (backorders, carrier delays, address issues, etc.)
- Serve as the primary liaison for customers, U.S. vendors, and carriers, ensuring clear communication and rapid resolution
- Continuously improve processes through automation, KPI tracking, and cross-functional collaboration
This is not a click-through order entry roleyou will act as the true owner of the entire order process, driving operational excellence and delivering a white-glove experience for our U.S. clients.
Responsibilities
- Validate & Route Orders
- Review incoming U.S. orders, confirm product availability, and select the optimal fulfillment source (warehouse or vendor).
- Generate pick tickets, shipping labels, and documentation in real time to meet SLA requirements.
- Exception Management & Customer Experience
- Monitor orders throughout the delivery lifecycle; detect and contain exceptions (e.g., backorders, carrier issues, address problems).
- Proactively update customers and vendors with status changes, potential delays, or alternative solutionsalways maintaining a high level of transparency and service.
- Process Optimization & Automation
- Map current order-to-delivery workflows, identify bottlenecks, and implement improvements (e.g., low-code automations, templated emails, standardized escalation paths).
- Partner with our engineering and data teams to eliminate manual steps and build scalable, data-driven dashboards.
- KPI Tracking & Reporting
- Own daily and weekly metrics (Perfect Order Rate, On-Time Delivery, Order Cycle Time, Cost per Order).
- Analyze trends, surface risks before they become issues, and recommend corrective actions to leadership.
- Vendor & Carrier Partnerships
- Maintain scorecards for key U.S. vendors and carrierstrack SLA performance, drive quarterly reviews, and implement corrective actions when metrics slip.
- Negotiate service terms, escalations, and continuous-improvement initiatives with partners to maintain competitive costs and reliability.
- Cross-Functional Collaboration
- Escalate critical issues to Customer Support, Procurement, or Engineering as neededbut always present a clear, data-backed recommendation for next steps.
- Lead periodic Kaizen workshops and SOP reviews to drive a culture of continuous improvement.
Qualifications
- 35 years of hands-on experience in order management, logistics, or supply-chain operations, supporting North American clients from an offshore/shared-services environment (e.g., Emerson, Schneider Electric, Accenture).
- Proven ability to own the full order process from receipt to delivery, making rapid, data-driven decisions under pressure.
- Strong analytical skills: comfortable with basic cost math (freight class, dimensional weight, margin impact) and able to create back-of-the-envelope estimates on split-ship or expedite scenarios.
- Highly proficient in Excel/Google Sheets (VLOOKUP, PivotTables, formulas) and experienced with low-code automation tools (Zapier, Make.com, Power Automate, etc.).
- Excellent written and spoken Englishyou can draft clear customer-facing emails and lead vendor/carrier calls without hesitation.
- Able to overlap at least 4 hours per day with U.S. Pacific Time (e.g., 8 AM 12 PM PT), with flexible hours beyond that.
- Collaborative, results-oriented mindset: you thrive in a high-velocity startup environment and relish owning problems end-to-end.
What Sets Us Apart
- Very Competitive Salary & USD Pay: We offer top-quartile compensation for Philippine talent, performance bonuses, and rapid salary reviews.
- 100% Remote & Flexible: Work from anywhere in the Philippines. We provide a home-office setup allowance, monthly internet stipend, and cover equipment of your choice.
- Enormous Growth Opportunity: As Arbor scales, you'll have a clear path to roles such as Fulfillment Manager Operations Lead, with direct mentorship from U.S. founders.
- Ownership & Impact: Unlike large shared-services centers, you will own the complete U.S. order management playbook. Your process improvements will launch in days, not months.
- Startup Learning Curve: Access to structured training on automation tools, supply-chain analytics, and real-time data dashboards.
- Inclusive, High-Trust Culture: Join a small, tight-knit team where your voice genuinely mattersno bureaucracy, just direct access to decision-makers.
