Order Management / Retail Operations Specialist

The Order Management Specialist is responsible for supporting the day-to-day management of customer orders and related operational activities. This role works cross-functionally with internal departments including Sales, Planning, and Warehouse to ensure accurate order processing, timely fulfillment, and effective issue resolution. The ideal candidate is highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment while maintaining operational accuracy and supporting overall business objectives.

• Process and manage customer purchase orders through full order lifecycle from receipt, fulfillment and invoicing.
• Coordinate with Sales, Planning, Warehouse, and other cross-functional teams to resolve order issues and support business priorities.
• Monitor order status and ensure timely execution.
• Maintain accurate order records within order management systems.
• Maintain and manage master data, ensuring information is accurate, complete, and up to date.
• Assist with order prioritization based on operational and business needs.
• Maintain and update order tracking reports and system data.
• Assist with resolving chargebacks, deductions, order discrepancies, and shipment issues.
• Process returns and maintain related documentation and system updates.
• Generate reports related to order activity, fulfillment performance, and operational metrics.
• Participate in process improvement initiatives to increase efficiency and accuracy.
• Communicate order confirmations, changes, and shipment updates to internal and external stakeholders.
• Ensure compliance with retailer routing guides and internal processes.
• Partner with Sales, Marketing and Supply Chain teams on Value Added Services.
• Perform additional duties and special projects as assigned.
• Ability to work flexible schedules, including occasional extended hours, weekends, and holidays based on operational needs and peak business periods.

• 2+ years of experience in operations, sales, or a related field.
• Proficiency in Microsoft Excel, reporting, and data analysis.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Strong communication and collaboration skills with the ability to work effectively across multiple departments.
• Ability to work independently, exercise sound judgment, and escalate issues appropriately.
• Familiarity with EDI and retailer compliance requirements preferred.
• Experience working with SAP, Shopify, and/or Order Management Systems (OMS) preferred.