Senior Order Management Specialist

Position Summary

We are seeking a highly experienced and detail-oriented Senior Order Management & Customer Service Specialist to support our consumer electronics distribution business. This role is in-office, based in our Charlotte, NC office and is responsible for managing end-to-end order execution and key account operations across Amazon, national retail partners, and distribution channels.

This is a hands-on, high-ownership role requiring strong experience with Amazon Vendor/Seller Central, ERP systems (SAP preferred), and retail compliance.

Key Responsibilities

Amazon Account Operations (Primary Focus)

• Manage daily operations within Amazon Vendor Central and/or Seller Central

• Process and manage purchase orders, confirmations, routing requests, and shipments

• Monitor and resolve chargebacks, shortages, and compliance issues

• Ensure adherence to Amazon requirements including labeling, routing, and delivery standards

• Track and improve key metrics such as OTIF, fill rate, and on-time delivery

• Serve as the internal subject matter expert for Amazon operational processes

Order Management & Execution

• Own the full lifecycle of order processing across all channels

• Enter and manage orders in ERP system (SAP S/4 Hana preferred) with high accuracy

• Validate pricing, inventory availability, and order details

• Proactively manage backorders, delays, and exceptions

Retail & Distribution Account Support

• Support key retail accounts and distribution partners

• Manage EDI orders, routing guides, and retailer compliance requirements

• Coordinate shipments and documentation to meet retailer standards

• Communicate directly with customers regarding order status and issue resolution

Cross-Functional Coordination

• Partner with sales, operations, and warehouse teams to ensure smooth order fulfillment

• Communicate inventory constraints and shipment priorities

• Support demand planning and forecasting activities

Process Improvement & Reporting

• Identify opportunities to improve order accuracy and efficiency

• Generate reports on:

Order status and accuracy

Backorders and fulfillment performance

Amazon operational metrics

• Help streamline ERP and internal workflows

Qualifications

Required

• 3–5+ years of experience in order management, customer service, or account operations

• Strong experience with:

Amazon Vendor Central and/or Seller Central

Retail distribution and EDI environments

• Experience with ERP systems (SAP strongly preferred)

• High attention to detail and strong organizational skills

• Excellent written and verbal communication

Preferred

• Experience in consumer electronics or high-volume distribution

• Familiarity with chargeback management and retail compliance

• Experience working with major retailers (e.g., Walmart, Target, Best Buy)

• Strong Excel and reporting skills

Key Skills

• Amazon operations expertise

• Order lifecycle ownership

• Retail compliance and EDI knowledge

• Problem-solving and issue resolution

• Process improvement mindset

What Success Looks Like

• Accurate and timely processing of Amazon and retail orders

• Reduced chargebacks and compliance issues

• Strong operational metrics (OTIF, fill rate, on-time delivery)

• Proactive communication and issue resolution

• Continuous improvement in order management processes

Work Environment

• In-office role based in Charlotte, NC

• Fast-paced, high-volume distribution environment

• Collaborative team working across sales, operations, and logistics

Why Join Us

• Key role supporting high-growth retail and Amazon channels

• Opportunity to take ownership and drive operational improvements

• Work directly with major accounts in the consumer electronics space