Order Management Specialist

Overview

The Order Management Specialist plays a vital role in managing the entire order process from receipt through fulfillment, ensuring timely and accurate delivery to customers. This position combines customer service with operational efficiency to maintain a seamless order-to-shipment cycle.

Key Responsibilities

• Handle the complete order lifecycle for designated accounts and territories, including order entry, monitoring shipment status, and invoicing.
• Input and verify customer orders, modifications, and returns in SAP, confirming accuracy of prices, quantities, delivery timelines, and client information.
• Track outstanding orders and shipping schedules, communicating proactively about status updates, delays, and shipment details to customers and sales personnel.
• Coordinate with internal teams such as Logistics, Warehouse, Planning, Finance, and Sales to troubleshoot and resolve order-related issues.
• Deliver prompt, customized support to customers by resolving questions and complaints to ensure high satisfaction levels.
• Manage returns processing alongside credit and debit adjustments in alignment with company guidelines and approvals.
• Identify frequent operational problems and recommend process enhancements to boost efficiency and customer experience.
• Maintain thorough and accurate documentation of customer orders, contracts, and pricing details.
• Comply strictly with company policies, procedures, and controls related to order handling and billing.
• Act as the primary liaison for Sales Teams in assigned accounts and regions.
• Provide assistance with watch troubleshooting, product knowledge, warranty information, and product specifications.
• Perform other relevant tasks as needed.

Qualifications

• High school diploma or equivalent mandatory; associates or bachelor’s degree in Business, Supply Chain Management, or similar fields preferred.
• Minimum of three years experience in related roles; experience in luxury goods is advantageous.
• Strong customer orientation with ability to handle stressful situations effectively.
• Adept at prioritizing multiple tasks and meeting deadlines within a fast-moving environment.
• Excellent attention to detail with strong follow-up skills.
• Proficient in Microsoft Office applications, particularly in handling reports and spreadsheets effectively.
• Experience with ERP systems, specifically SAP, is preferred.
• Open to learning new technologies and business processes as they evolve.

Additional Information

The position follows a hybrid working schedule requiring presence in the office Monday through Thursday, with remote work permitted on Fridays. This role is based in New York, NY.

The employer is an Equal Employment Opportunity Employer (EEOE).