Sales Operations Specialist

Specialist, Order Management NA

The Order Management Specialist is responsible for managing end-to-end order processing and customer support activities to ensure accurate, timely, and compliant fulfillment across multiple channels, including EDI, email, and customer portals. This role serves as a key point of contact for customer inquiries, proactively communicates order status, resolves issues related to shipping and discrepancies, and collaborates with cross-functional teams to support seamless execution. The incumbent maintains accurate documentation, ensures adherence to vendor and customer requirements, monitors trends impacting service delivery, and identifies opportunities to improve processes and enhance the overall customer experience while effectively managing multiple priorities in a fast-paced environment.

Responsibilities:

Order Processing & Management

• Enter, validate, and process customer orders received via phone, email and contact management system.
• Review orders for accuracy, completeness, pricing, product information and customer specific requirements.
• Coordinate with internal teams to support timely and accurate order fulfillment.
• Utilize business systems and applications such as AS400, Gorgias, Microsoft Word, Excel, Outlook and Warranty Portal.

Customer Service & Issue Resolution

• Respond professionally and promptly to customer service inquiries received by phone call and email.
• Investigate and resolve order, shipping and product-related discrepancies in a timely and effective manner.
• Identify and escalate recurring customer issues and system concerns to management.
• Identify and recommend process improvements to enhance efficiency as well as customer experience.

Stakeholder Collaboration & Coordination

• Collaborate effectively with other departments to ensure customer satisfaction and to resolve order issues.

Compliance & Documentation

• Accurately document all customer interactions, order updates, and issue resolutions within applicable business systems including Gorgias and JDE.
• Maintain data integrity and ensure proper recordkeeping for audit and reporting purposes.

Requirements and preferred experience:

• Demonstrated experience (23 years) supporting order management/order entry, customer service or related processes.

Skills, abilities and knowledge:

• Working knowledge of JDE, product identification and customer-specific item setup processes, including customer SKUs.
• Excellent written and verbal communication skills, with the ability to communicate effectively with customers.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment.
• Demonstrated ability to work independently and contribute effectively to a high performing team and ability to learn new systems and processes quickly.
• Demonstrated openness to feedback and professional development.

We offer you:

• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities

Physical requirements:

• Occasionally move about inside the office to access filing cabinets, meeting rooms, copier/printer, etc. as well as having the ability to remain in a stationary position most of the time.
• Must be able to communicate effectively through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• Must be able to remain in a stationary position 90% of the time.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Work environment/location/flex arrangement:

• SVP Worldwide offers a fast-paced and ever-changing environment. This position will be hybrid willingness to commute to our office location a minimum of three (3) days a week and work remotely from a home office the other days.
• Works in an office environment and at times may travel for business related meetings or events.
• The worker is subject to being in front of a computer and on the phone throughout the day.

Why you will love being a part of the SVP Worldwide team:

We take care of our team! We offer a competitive benefit package including multiple health plan options comprised of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days.

At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions while being inclusive of all people.

SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.