Order Management Representative

Wilton is a global heritage brand with a 95‑year history in baking and decorating. As part of the Dr. Oetker family, Wilton strives to be the most influential and successful cake decorating brand, sparking new ways to create sweeter moments in the kitchen and the workplace. Learn more at . Description Do you excel in dynamic environments, enjoy tackling challenges, and take pride in delivering exceptional customer experiences? As an Order Management Representative, you’ll manage the full lifecycle of customer orders—from purchase order receipt through delivery and invoicing—ensuring accuracy, timeliness, and outstanding service. Reporting to the Manager, Order Management, you’ll work closely with Sales, Brokers, Distribution, and Inventory teams to keep orders moving and information flowing. Responsibilities Manage end‑to‑end order processing to ensure on‑time, in‑full, and accurate fulfillment. Monitor inventory and proactively communicate delays, shortages, pricing issues, and shipment updates. Support customer address book maintenance and new customer setups. Provide reporting and support across the business, including open orders, fill rates, cycle times, and seasonal program tracking. Prepare monthly performance metrics for key accounts. Partner with internal teams to identify and implement process improvements. Troubleshoot order issues and resolve customer concerns with urgency and professionalism. Coordinate return authorizations and maintain accurate documentation. Investigate and resolve customer claims and complaints. Qualifications 3+ years of experience managing multiple key accounts in a corporate environment. Bachelor’s degree preferred. Experience with EDI, SAP, and/or ERP systems (implementation experience is a plus). Strong proficiency in Microsoft Office, especially Excel (PivotTables, lookups, formulas, macros, conditional formatting). Strong analytical capabilities. Exceptional interpersonal skills, including strong written and verbal communication. Strong time‑management, prioritization, and decision‑making abilities. Customer‑first attitude and collaborative approach. Analytical mindset with the ability to interpret and present data. Ability to develop and maintain relationships while collaborating cross‑functionally within areas of the business. Demonstrated growth mindset by embracing agility, curiosity, accountability, and innovation consistent with Wilton’s Culture Recipe. Work Environment Professional office environment, sedentary in nature. Routinely use standard office equipment such as laptop computers, monitors/keyboards, printers, and telephones. Processes information and communicates effectively with others. Ability to travel domestically or internationally as needed. Benefits and Compensation Pay Transparency Wage Tier: I Wilton offers a comprehensive benefits package for eligible employees, including paid time off, medical, dental, and vision insurance, a 401(k) plan, and wellness programs. A full list of benefits will be provided to eligible employees at the initial offer. Wilton values an engaging in‑person work environment with a focus on cross‑functional collaboration and problem solving, while also offering a hybrid schedule that allows working half a day on Fridays. The base pay offered will be reviewed and determined based on relevant skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made with careful consideration of these factors, and it is common for individuals to be hired at the top wage tier that reflects their education, experience, and the role requirements. Our Illinois Benefit and Transparency information can be found in the provided PDF. Wilton is an equal employment opportunity employer. We attract and retain the best qualified people without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, individuals with disability or veteran status as provided by law. Wilton Industries is an Equal Employment Opportunity Employer/Disability/Veteran. For applicants or employees who are disabled or require a reasonable accommodation for any part of the application or hiring process, you may request assistance via email at View email address on click.appcast.io. #J-18808-Ljbffr Wilton Brands