Order Management Specialist

Sleep Number•Minneapolis, MN

22h•$18 - $22•Remote

About The Position

The Order Management Specialist manages order fulfillment and understands the end-to-end ordering process. Acting as an order-processing expert, this person works with cross-functional partners to recommend solutions that support timely decisions. The role also involves understanding how orders affect the organization, communicating order statuses to customers and internal partners, prioritizing workload, and identifying resource needs. The specialist manages Sales and Service orders that cannot be processed in the system, researches financial disputes and other customer issues, and helps improve fulfillment processes. The role serves as a communication conduit between Customer Service and order-processing partners, including Plants, the Bedding Collection team, Home Delivery, Logistics, IT, and Materials Management. Special projects and other duties may also be assigned.

Requirements

At least 2 years of customer service experience and an understanding of how order processing affects customers.
Experience creating queries, analyzing datasets, and translating findings into business recommendations.
Exceptional attention to detail and accuracy.
Ability to shift priorities to meet changing business needs.
Strong problem-resolution skills.
Proficiency with the MS Office Suite.
General business acumen, including a general understanding of accounting and IT principles.
General understanding of the order life cycle and products and components.
Strong written and verbal communication skills, including the ability to deliver difficult messages when warranted.
Time-management skills to meet deadlines.
Analytical skills to provide actionable insights into order-flow processing.
Ability to analyze situations and make sound, timely decisions; communicate clearly; maintain focus and composure under pressure; exercise judgment and initiative; manage workload independently; adapt to changing priorities; build effective working relationships; maintain confidentiality; accept supervision and feedback; collaborate with others; sustain performance throughout a standard work schedule; and meet attendance requirements.

Nice To Haves

Associate’s degree in Business, Accounting, Finance, or Technology.
At least 1 year of Sleep Number experience.

Responsibilities

Manage Sales and Service orders that are unable to process in the system.
Serve as a subject matter expert on order-processing systems and provide insight and recommendations to business leaders.
Research financial disputes and other customer issues.
Streamline processes that support the customer experience for order fulfillment, including addressing moderately complex financial and systems issues.
Coordinate communication between Customer Service and order-processing partners, including Plants, the Bedding Collection team, Home Delivery, Logistics, IT, and Materials Management.
Help prioritize order workload according to business priorities and impact, and identify resource needs to meet goals.
Complete special projects and other duties as assigned.