Order Preparation Manager

Aston Carter•Gainesville, VA

3d•$25 - $27•Onsite

About The Position

The Order Preparation Manager provides strategic leadership to the order preparation team, optimizing the full order life cycle and maintaining rigorous quality standards to deliver an exceptional customer experience. This role oversees day-to-day operations, drives continuous process improvement, and ensures operational efficiency by managing records, coordinating with internal and external stakeholders, and aligning activities with individual client profiles. The position operates during core business hours and offers the possibility of remote work in accordance with the organization’s telecommuting policies.

Requirements

Minimum of 3+ years of management experience in environments such as retail, call centers, or logistics.
Proven experience managing people through measurable results and performance metrics.
Demonstrated ability in team development planning, including coaching, mentoring, and performance management.
Strong experience in logistics or order management, with a focus on accuracy and customer service.
Experience in delivering high-quality retail or customer service, with a commitment to exceptional customer experiences.
Ability to conform with and abide by all applicable regulations, policies, work procedures, and instructions.
Capability to maintain customer focus while balancing customer requirements with company policies and operational procedures.
Proficiency in learning and utilizing organizational systems, tools, and equipment, including the ability to adapt to updates and upgrades.
Strong integrity and professionalism in handling confidential information, customer interactions, and internal communications.
Excellent verbal and written communication skills, with the ability to communicate openly and effectively across teams and levels.
Reliable and predictable attendance, with a strong sense of responsibility and dependability.
Ability to motivate others, coordinate multiple concurrent priorities, and delegate tasks with clear expectations.
Strong negotiation skills for working with internal and external customers to resolve issues and align expectations.
Capability to develop professional partnerships and internal relationships through clear, concise communication.
Skill in managing team morale through timely recognition and constructive feedback.
Ability to hold oneself and team members accountable for actions and outcomes.
Proven ability to identify issues, trends, and opportunities within processes and operations.
Critical thinking skills with the ability to use knowledge, facts, and data to effectively solve problems.
Demonstrated financial responsibility in decision-making while balancing customer needs and organizational obligations.
Strong time management skills, with the ability to prioritize tasks and follow through to completion.

Nice To Haves

Experience in logistics or order preparation environments, particularly those focused on high-volume or complex order flows.
Experience in retail customer service or call center operations, supporting diverse customer needs.
Experience developing and monitoring team metrics to drive continuous improvement.
Comfort working with changing processes and internal changes while maintaining performance and service quality.
Experience presenting and communicating process improvement ideas to leadership, including articulating benefits and risks.
Ability to find and maintain suitable resources to support process improvements and efficiencies.
Experience participating in new and challenging projects, demonstrating adaptability and a growth mindset.
Demonstrated commitment to organizational core values such as respect, commitment, collaboration, and results.
Experience providing performance reviews and ongoing feedback in a structured, supportive manner.
Familiarity with managing remote or hybrid teams within defined telecommuting guidelines is beneficial.

Responsibilities

Oversee day-to-day order management activities to keep the team on track and ensure a high level of accuracy in preparing and documenting information.
Deliver exceptional customer service by ensuring orders are processed accurately, timely, and in alignment with client-specific requirements and profiles.
Create and develop innovative ways to streamline the order management process while adhering to customer requirements, team goals, and organizational guidelines.
Maintain focus on positive results and consistent performance, regardless of internal changes or evolving business needs.
Collaborate with account managers, senior leadership, and peers to effectively resolve discrepancies that fall beyond the team’s standard scope of work.
Develop, implement, and monitor team metrics to drive continuous improvement in productivity, quality, and customer satisfaction over time.
Understand established processes and communicate innovative ideas to leadership, clearly articulating benefits and potential impacts to all stakeholders.
Keep leadership informed of trending issues that affect processes, efficiencies, and customer satisfaction, and recommend appropriate actions.
Effectively manage employee schedules, including reviewing and approving leave requests and timecards to ensure adequate coverage and productivity.
Complete team member performance reviews and provide continuous feedback throughout the year to support growth and accountability.
Build and maintain professional working relationships with clients, field offices, coworkers, and vendors while following all standard processes through to completion.
Organize daily activities using provided tools to ensure all tasks are completed accurately and on time.
Respond to emails promptly and courteously, targeting response times within an industry-standard four-hour window.
Ensure compliance with all relevant regulations, policies, work procedures, and instructions in the order preparation function.
Exhibit and reinforce organizational standards and core values, including respect, commitment, collaboration, and results-focused behavior.
Maintain customer focus while balancing customer requirements with company policies, operational procedures, and financial obligations.
Learn, utilize, and adapt to all applicable systems, tools, and equipment, including updates and upgrades, to support order preparation activities.
Act with integrity and professionalism in all interactions and decisions, modeling appropriate behavior for the team.
Demonstrate open, effective communication and foster a collaborative team environment.
Maintain reliable and predictable attendance to support consistent team performance and service delivery.
Present an exemplary behavioral standard in attitude, reliability, respect, and commitment, setting a positive example for the team.
Respond and act confidently, assertively, and decisively while taking responsibility and accountability for decisions and outcomes.
Motivate team members by providing clear direction, aligning individual contributions with team objectives, and reinforcing a sense of purpose in their work.
Coordinate multiple concurrent priorities, delegating tasks with clear expectations and ensuring follow-through.
Negotiate effectively with internal and external customers to balance service quality, operational efficiency, and organizational objectives.
Develop strong professional partnerships and internal relationships through clear, concise, and articulate communication.
Manage team morale by providing timely public recognition and private constructive feedback to reinforce performance and engagement.
Hold yourself and team members accountable for actions, outcomes, and adherence to processes and standards.
Identify, secure, and maintain suitable resources to create, refine, and improve complex processes and operational efficiencies.
Effectively identify issues, trends, and opportunities in order preparation activities and recommend or implement appropriate solutions.
Apply critical thinking skills, using knowledge, facts, and data to effectively solve problems and support decision-making.
Participate in new and challenging situations with a positive approach, actively seeking to build a broad range of skills.
Demonstrate financial responsibility by considering cost implications while balancing customer needs and company obligations.
Manage time effectively, prioritize tasks appropriately, and follow through on commitments to ensure consistent completion of responsibilities.