Job Summary
The Order Management Associate is responsible for entering, tracking, and managing B2B and B2C orders across multiple platforms. This role coordinates closely with fulfillment centers, wholesalers, and internal teams to ensure accurate order processing, timely shipment, and issue resolution while maintaining high data accuracy and customer satisfaction.
Key Responsibilities
Order Management
- Enter, track, and confirm B2B and B2C orders via EDI, vendor portals, and Sellercloud
- Maintain the orders inbox and ensure timely, accurate communication with wholesalers
- Create shipments for DFC orders
- Send Vendor Central labels to Canada
- Manage the Build.com portal
- Monitor order statuses, cancellations, and delivery exceptions and escalate issues as needed
- Coordinate with fulfillment centers and 3PLs to ensure on-time shipment and resolution of issues
- Reconcile discrepancies between purchase orders, invoices, and shipping records
- Maintain accurate order logs and documentation to support accounting and customer service teams
Order Cancellations and Claims
- Review Sellercloud cancellation reports daily
- Verify shipment and invoice status before processing cancellations
- Process cancellation requests for orders not yet shipped to halt fulfillment
- Handle credit memos and RMAs
- File claims for damaged items
- Follow up on claims through resolution and document all status updates
Wholesale Support
- Maintain positive relationships with wholesalers
- Provide pricing and quotes for wholesale products
- Create accounts for new wholesale customers
- Process wholesale orders received via website or email
Additional Duties
- Perform other duties as assigned
Tools and Systems Used
- Help Scout (customer interactions and ticketing)
- Sellercloud (order entry and monitoring)
- Shopify (order imports from SM Website)
- Swiss Madison (product specifications and price checks)
Sales Channels and Integrations
- Amazon Seller (EDI)
- Amazon Vendor Central (EDI/FTP, API)
- Home Depot (EDI/FTP via CommerceHub)
- Lowe's (EDI/FTP via CommerceHub)
- Walmart DS and Marketplace (EDI)
- Wayfair (EDI)
- Overstock (EDI)
- Houzz (EDI)
- Build.com (FTP)
- Menards (manual entry via VBA Excel)
- Ferguson (manual import via EZ Cloud)
- KBA (manual import via EZ Cloud)
- BisonOffice (manual upload)
- DFC (manual entry via VBA Excel)
- Wholesale orders via SM Website or Help Scout email
Required Skills
- Strong analytical and problem-solving skills
- Excellent written and verbal communication
- Active listening and customer-focused mindset
- High attention to detail and data accuracy
- Technical proficiency with CRM, ticketing, and order management systems
- Strong time management and multitasking skills
- Ability to adapt to changing systems, tools, and processes
Key Traits
- Detail-oriented and highly organized
- Empathetic, patient, and professional
- Positive attitude and resilience under pressure
- Proactive and solutions-driven
- Strong integrity and accountability
- Collaborative team player
