Order Management Specialist

Hybrid office hours - (in office Mondays through Thursdays, remote on Fridays)

SUMMARY

The Order Management Specialist is responsible for the end-to-end management of customer orders. This role ensures accurate order entry in SAP, timely fulfillment, and proactive communication with customers and internal teams to deliver a smooth, reliable order and delivery experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage the full order lifecycle for assigned accounts and regions, from order receipt through shipment and invoicing.
• Enter, review, and maintain customer orders, order changes, and returns in SAP, ensuring accuracy of pricing, quantities, delivery dates, and customer data.
• Monitor open orders, backorders, and delivery schedules; proactively communicate order status, delays, and shipment information to customers and Sales.
• Collaborate with Logistics, Warehouse, Planning, Finance, and Sales to resolve order, shipment, and invoicing issues.
• Consistently provide responsive and personalized assistance to customers, resolving inquiries and complaints efficiently, ensuring customer satisfaction.
• Process returns and credits/debits in line with company policies and approvals.
• Identify recurring order or process issues and suggest improvements to enhance efficiency and customer satisfaction.
• Maintain accurate customer records and documentation related to orders, contracts, and pricing.
• Adhere to company policies, procedures, and internal controls related to order processing and billing.
• Serves as the main point of contact for Sales Teams for assigned Accounts and Regions
• Provides watch troubleshooting steps, product information, warranty coverage, and watch specifications
• Other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent required; associate or bachelor’s degree in Business, Supply Chain, or related field preferred.
• A minimum of three years related experience, Luxury experience a plus.
• Strong customer focus and ability to work under pressure.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent follow-through and attention to detail
• Proficiency with Microsoft Office; ability to work with reports and spreadsheets.
• ERP experience with SAP experience a plus.
• Willingness to learn new systems and processes as tools and business needs evolve.

EEOE