Sr. Order Management Specialist
24 days ago
Charlotte
Job Description Senior Order Management Specialist Position Summary We are seeking a highly experienced and detail-oriented Senior Order Management & Customer Service Specialist to support our consumer electronics distribution business. This role is in-office, based in our Charlotte, NC office and is responsible for managing end-to-end order execution and key account operations across Amazon, national retail partners, and distribution channels. This is a hands-on, high-ownership role requiring strong experience with Amazon Vendor/Seller Central, ERP systems (SAP preferred), and retail compliance. Key Responsibilities Amazon Account Operations (Primary Focus) • Manage daily operations within Amazon Vendor Central and/or Seller Central, • Process and manage purchase orders, confirmations, routing requests, and shipments, • Monitor and resolve chargebacks, shortages, and compliance issues, • Ensure adherence to Amazon requirements including labeling, routing, and delivery standards, • Track and improve key metrics such as OTIF, fill rate, and on-time delivery, • Serve as the internal subject matter expert for Amazon operational processes Order Management & Execution • Own the full lifecycle of order processing across all channels, • Enter and manage orders in ERP system (SAP S/4 Hana preferred) with high accuracy, • Validate pricing, inventory availability, and order details, • Proactively manage backorders, delays, and exceptions Retail & Distribution Account Support • Support key retail accounts and distribution partners, • Manage EDI orders, routing guides, and retailer compliance requirements, • Coordinate shipments and documentation to meet retailer standards, • Communicate directly with customers regarding order status and issue resolution Cross-Functional Coordination • Partner with sales, operations, and warehouse teams to ensure smooth order fulfillment, • Communicate inventory constraints and shipment priorities, • Support demand planning and forecasting activities Process Improvement & Reporting • Identify opportunities to improve order accuracy and efficiency, • Generate reports on: Order status and accuracy Backorders and fulfillment performance Amazon operational metrics • Help streamline ERP and internal workflows Qualifications Required • 3–5+ years of experience in order management, customer service, or account operations, • Strong experience with: Amazon Vendor Central and/or Seller Central Retail distribution and EDI environments • Experience with ERP systems (SAP strongly preferred), • High attention to detail and strong organizational skills, • Excellent written and verbal communication Preferred • Experience in consumer electronics or high-volume distribution, • Familiarity with chargeback management and retail compliance, • Experience working with major retailers (e.g., Walmart, Target, Best Buy), • Strong Excel and reporting skills Key Skills • Amazon operations expertise, • Order lifecycle ownership, • Retail compliance and EDI knowledge, • Problem-solving and issue resolution, • Process improvement mindset What Success Looks Like • Accurate and timely processing of Amazon and retail orders, • Reduced chargebacks and compliance issues, • Strong operational metrics (OTIF, fill rate, on-time delivery), • Proactive communication and issue resolution, • Continuous improvement in order management processes Work Environment • In-office role based in Charlotte, NC, • Fast-paced, high-volume distribution environment, • Collaborative team working across sales, operations, and logistics Why Join Us • Key role supporting high-growth retail and Amazon channels, • Opportunity to take ownership and drive operational improvements, • Work directly with major accounts in the consumer electronics space