eCommerce Order Management

Position Summary

The E-Commerce Order Management is responsible for managing the end-to-end fulfillment of e-commerce orders by ensuring timely, accurate order processing, load planning, and shipment execution. This role serves as the primary liaison between customer service, warehouse operations, shipping, and logistics to ensure online customer orders are fulfilled efficiently while maintaining a high level of customer satisfaction. The position requires strong organizational skills, attention to detail, and the ability to prioritize multiple responsibilities in a fast-paced environment.

Essential Duties and Responsibilities

Order Management & Customer Support

• Process, review, and monitor e-commerce orders to ensure timely and accurate fulfillment.
• Validate customer orders for completeness, inventory availability, shipping requirements, and special instructions.
• Coordinate with warehouse, production, and logistics teams to resolve order issues and ensure on-time shipment.
• Monitor order status from receipt through delivery and proactively communicate updates or delays to internal stakeholders.
• Investigate and resolve order discrepancies, shipment issues, returns, and customer concerns.
• Maintain accurate order records within the ERP, transportation management, and e-commerce platforms.
• Collaborate with Customer Service to ensure a positive customer experience throughout the order lifecycle.
• Prioritize expedited and time-sensitive orders while balancing operational efficiency.

Load Planning & Logistics Coordination

• Build and assign daily outbound loads using established load design standards and product guidelines.
• Sequence loads according to delivery routes and stop order to support efficient driver unloading.
• Review customer orders, shipping schedules, and routing information to ensure accurate load execution.
• Make adjustments to loads as needed based on order changes, delays, equipment availability, or operational constraints.
• Ensure compliance with DOT regulations, including weight distribution and load securement requirements.
• Communicate load updates, schedule changes, and shipment information effectively across logistics, warehouse, and shipping teams.
• Escalate complex load planning challenges, safety concerns, routing conflicts, or operational inefficiencies to the Load Designer or Logistics Administration Manager.
• Support continuous improvement initiatives by identifying opportunities to streamline daily load planning and order fulfillment processes.

Administrative & Operational Support

• Maintain accurate shipping documentation, bills of lading, and transportation records.
• Monitor shipping performance metrics and assist in reporting key operational data.
• Assist with freight scheduling, carrier communication, and appointment coordination as needed.
• Support inventory accuracy by identifying order discrepancies and collaborating with warehouse personnel to resolve issues.
• Participate in departmental meetings and contribute recommendations to improve operational performance and customer satisfaction.
• Perform other duties as assigned.

Qualifications

Education

• High school diploma or GED required.
• Associate's degree in Business, Supply Chain, Logistics, or a related field preferred.

Experience

• 2–4 years of experience in order management, logistics, transportation, customer service, or supply chain operations preferred.
• Experience working with ERP systems, transportation management systems (TMS), warehouse management systems (WMS), or e-commerce platforms preferred.
• Manufacturing or distribution experience is highly preferred.

Knowledge, Skills & Abilities

• Strong organizational and time management skills with the ability to prioritize multiple tasks.
• Excellent attention to detail and commitment to accuracy.
• Ability to analyze shipping schedules, customer orders, and routing information.
• Strong problem-solving and decision-making skills.
• Effective verbal and written communication skills.
• Ability to work collaboratively across multiple departments.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to learn and navigate ERP, TMS, WMS, and e-commerce software systems.
• Working knowledge of transportation regulations and DOT compliance is preferred.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Occasionally walk through warehouse or shipping areas.
• Occasionally lift up to 25 pounds.
• Ability to communicate effectively in person, by phone, and electronically.

Work Environment

• Primarily office-based within a manufacturing and distribution environment.
• Frequent interaction with warehouse personnel, transportation staff, customer service, and production teams.
• May require flexibility during peak shipping seasons or business demands.