Sales Operations Specialist

SVP Worldwide•Nashville, TN

5d•Hybrid

About The Position

The Order Management Specialist is responsible for managing end-to-end order processing and customer support activities to ensure accurate, timely, and compliant fulfillment across multiple channels, including EDI, email, and customer portals. This role serves as a key point of contact for customer inquiries, proactively communicates order status, resolves issues related to shipping and discrepancies, and collaborates with cross-functional teams to support seamless execution. The incumbent maintains accurate documentation, ensures adherence to vendor and customer requirements, monitors trends impacting service delivery, and identifies opportunities to improve processes and enhance the overall customer experience while effectively managing multiple priorities in a fast-paced environment.

Requirements

Demonstrated experience (2–3 years) supporting order management/order entry, customer service or related processes.
Working knowledge of JDE, product identification and customer-specific item setup processes, including customer SKUs.
Excellent written and verbal communication skills, with the ability to communicate effectively with customers.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment.
Demonstrated ability to work independently and contribute effectively to a high performing team and ability to learn new systems and processes quickly.
Demonstrated openness to feedback and professional development.

Responsibilities

Enter, validate, and process customer orders received via phone, email and contact management system.
Review orders for accuracy, completeness, pricing, product information and customer specific requirements.
Coordinate with internal teams to support timely and accurate order fulfillment.
Utilize business systems and applications such as AS400, Gorgias, Microsoft Word, Excel, Outlook and Warranty Portal.
Respond professionally and promptly to customer service inquiries received by phone call and email.
Investigate and resolve order, shipping and product-related discrepancies in a timely and effective manner.
Identify and escalate recurring customer issues and system concerns to management.
Identify and recommend process improvements to enhance efficiency as well as customer experience.
Collaborate effectively with other departments to ensure customer satisfaction and to resolve order issues.
Accurately document all customer interactions, order updates, and issue resolutions within applicable business systems including Gorgias and JDE.
Maintain data integrity and ensure proper recordkeeping for audit and reporting purposes.