Order Management Associates-Retail

Fanatics•Sunnyvale, TX

15d

About The Position

The Retail Order Management Associate serves as a critical liaison between The Topps Company and its Retail channel customers, with a focus on supporting the expanding direct retail business for vendors such as Sam's Club and Dick's Sporting Goods (DSG). This role is responsible for executing the end-to-end order-to-cash process — including order entry, payment resolution, returns processing, billing, and dispute management — while ensuring timely and accurate delivery of product, compliance with retail-specific requirements, and superior customer experience.

Requirements

High School Diploma required; associate degree or equivalent preferred.
Minimum 3 years of experience in order management, logistics, supply chain, or customer service.
Proficient in Oracle EBS or similar ERP systems; knowledge of WMS and OMS platforms a plus.
Strong working knowledge of Microsoft Excel and Office Suite (e.g., pivot tables, lookups, data reconciliation).
Highly customer-focused with proven ability to deliver prompt and professional service.
Strong organizational and analytical skills, with ability to manage multiple priorities in a fast-paced environment.
Exceptional communication (verbal and written) and interpersonal skills.
Demonstrated ability to problem-solve, escalate thoughtfully, and follow through on resolution.
Ability to work independently while also contributing as a collaborative team member.

Responsibilities

Serve as the primary point of contact for internal Sales teams and external retail customers, including direct vendors like Sam's Club and DSG.
Manage full-cycle retail order processing within Oracle Fusion, including order entry, validation, allocation review, and shipment execution.
Oversee retail purchase order (PO) evaluation for accuracy, ensuring correct SKUs, quantities, pricing, and packs-per-case conversions before processing.
Monitor retail order schedules and release calendars to ensure all shipments align with inventory availability, production timelines, and customer delivery requirements.
Ensure product allocation accuracy for retail orders, proactively resolving potential oversells or fulfillment discrepancies.
Collaborate cross-functionally with Sales, Vendors, Logistics and Warehouse teams to resolve shipment delays and order discrepancies
Facilitate retail customer returns, cancellations, and refunds with accuracy and timeliness, ensuring full reconciliation and credit processing.
Handle escalations related to retail fulfillment or urgent order-related concerns with professionalism and urgency.
Coordinate load planning for large-scale retail shipments, including full truckload (FTL) and less-than-truckload (LTL) orders, to optimize efficiency and cost.
Work with brokers, trucking companies, and carriers to schedule and oversee truckload (TL) pickups, ensuring proper routing, transit times, and on-time delivery.
Ensure compliance with retail EDI standards for direct vendors like Sam's Club and DSG, including setup, validation, and troubleshooting of automated order integrations.
Partner with warehouse teams to prioritize and manage time-sensitive, bulk, or high-value retail shipments, verifying pickup schedules and labeling requirements (e.g., for GameStop, Lids).
Ensure all retail orders comply with internal service level expectations, external customer requirements, and vendor-specific guidelines