Job Description

General Summary

The Order Management Manager, manages all aspects of order management related to Classic Accessories business customers, both domestic and international. Responsible for all areas of EDI implementations and operations and leading an Order Management Team.

This job is highly cross-functional, and engaged in key aspects of logistics flow, system flow, and process flow. The Order Management Manager will leverage analytical skills and business acumen, positive business influence skills, exceptional organizational skills with attention to detail to define a positive customer experience promoting the core Classic Accessories brand. The Order Management Manager, will focus on SOP & process establishments, aiming to solve problems in a timely and systematic manner.

Primary / Key Essential Functions and Responsibilities

• Train, manage, develop and support a team of three to four (3-4) Order Management (OM) staff both locally and remotely, while establishing procedures to ensure timely and accurate customer communication- including portal updates, response protocols, and platform specific requirements.
• Define, train, and oversee end-to-end order management processes to support a wide range of business-critical transactions, including:
  • Drop ship and warehouse order execution across manual, EDI, and B2B channels
  • Weekly processing and accuracy of Amazon 010 orders
  • Timely and accurate EdI-based inventory feed management
  • Maintenance of customer data, including card updates and profile accuracy
  • Ongoing validation of customer pricing to ensure alignment with contractual terms and system accuracy
• Establish Standard Operating Procedures (SOPs) for: tracking and monitoring shipment statuses across all orders, procedures to ensure the OM team responds to customers in a timely and accurate manner, including meeting customer portal requirements and communication standards.
• Develop and provide EDI expertise as needed for analyzing EDI specifications, mapping and testing of trading documents, facilitating customer EDI updates, and technical troubleshooting as needed. 
• Manage inbound communication channels, including phone calls and emails, from domestic and international business customers, as well as internal sales managers and external Sales Representatives. Ensure service level agreements are consistently met while delivering a positive and repeatable customer experience. Serve as an escalation point for complex or unresolved issues within these areas.
• Create and implement a metrics dashboard to monitor and analyze key order management performance indicators, including order processing times, shipping accuracy, inventory turnover, and customer satisfaction levels.
• Implement and maintain accurate compliance processes and documentation to proactively mitigate customer compliance penalties; initiate corrective actions as necessary to ensure adherence to standards.
• Collaborate with Finance to establish procedures for tracking and resolving chargebacks and disputes, with a focus on minimizing supply-chain related fees and penalties.
• Recommend and implement self-service strategies to increase call deflection, improve customer self-sufficiency, and streamline transactions directed to Business Central (BC). Key focus areas include, but are not limited to enhancements to the Classic B2B website, development of FAQ resources, transaction integration with BC, and automation of credit request processes. 
• Manage vendor relationships supporting EDI, Business Central (BC), and third-party logistics (3PL) partners, leveraging their expertise to drive operational efficiency while effectively controlling costs.
• Other duties as assigned by the supervisor.

Education and/or Experience and Qualifications

• Minimum Education: Associate degree (A.A./A.S.) in Logistics, Supply Chain, Business Management or similar field of study          
• Minimum Experience: Three to Five (3-5) years’ experience in Order Management, Transportation, Warehouse, and Supply Chain, experience in e-commerce required.

Knowledge, Skills and Abilities

• Problem Solving
• Analytical Thinking
• Advanced skills in Excel
• Demonstrated ability to manage multiple tasks simultaneously in a fast-paced, deadline-driven environment. 
• EDI, ERP, TMS, WMS
• Excellent organizational skills
• Effective people management skills with an emphasis on development and performance metrics
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.

Supervisory Responsibility

Manage a team of 3 - 4 Order Management (OM) staff

Financial Responsibility

N/A

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop, kneel, crouch or crawl; talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is exposed to outside weather conditions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.  External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions either unaided or with assistance of a reasonable accommodation as determined on a case by case basis.

Job Type

• Full-time/salaried

Pay

• $70,000 - $79,000

Benefits

• 401(k) plan with Safe Harbor Match
• Health Insurance
• Dental Insurance
• Vision Insurance
• Employee Discount
• Life Insurance
• Paid time off: Accrual of up to 80-120 hours per year based on tenure
• Paid Holidays: 12 Paid Holidays per year
• Parental Leave
• Retirement Plan

Schedule

• 8-hour shift
• Monday to Friday

Work Location

• On-site 

Standard Specifications

The above statements are intended to describe the general nature and level of work performed and represents minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.  

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Employees will be required to perform any other job-related duties assigned by their supervisor. 

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.