Order Management Associate

Work Setup: Fully Remote / Work From Home

Job Summary:
The Order Management Associate is responsible for entering, tracking, and managing B2B and B2C orders across multiple platforms. This role coordinates closely with fulfillment centers, wholesalers, and internal teams to ensure accurate order processing, timely shipment, and issue resolution while maintaining high data accuracy and customer satisfaction.
Key Responsibilities
Order Management
Enter, track, and confirm B2B and B2C orders via EDI, vendor portals, and Sellercloud

Maintain the orders inbox and ensure timely, accurate communication with wholesalers

Create shipments for DFC orders

Send Vendor Central labels to Canada

Manage the Build.com portal

Monitor order statuses, cancellations, and delivery exceptions and escalate issues as needed

Coordinate with fulfillment centers and 3PLs to ensure on-time shipment and resolution of issues

Reconcile discrepancies between purchase orders, invoices, and shipping records

Maintain accurate order logs and documentation to support accounting and customer service teams

Order Cancellations and Claims
Review Sellercloud cancellation reports daily

Verify shipment and invoice status before processing cancellations

Process cancellation requests for orders not yet shipped to halt fulfillment

Handle credit memos and RMAs

File claims for damaged items

Follow up on claims through resolution and document all status updates

Wholesale Support
Maintain positive relationships with wholesalers

Provide pricing and quotes for wholesale products

Create accounts for new wholesale customers

Process wholesale orders received via website or email

Additional Duties
Perform other duties as assigned

Tools and Systems Used
Help Scout (customer interactions and ticketing)

Sellercloud (order entry and monitoring)

Shopify (order imports from SM Website)

Swiss Madison (product specifications and price checks)

Sales Channels and Integrations
Amazon Seller (EDI)

Amazon Vendor Central (EDI/FTP, API)

Home Depot (EDI/FTP via CommerceHub)

Lowe’s (EDI/FTP via CommerceHub)

Walmart DS and Marketplace (EDI)

Wayfair (EDI)

Overstock (EDI)

Houzz (EDI)

Build.com (FTP)

Menards (manual entry via VBA Excel)

Ferguson (manual import via EZ Cloud)

KBA (manual import via EZ Cloud)

BisonOffice (manual upload)

DFC (manual entry via VBA Excel)

Wholesale orders via SM Website or Help Scout email

Required Skills
Strong analytical and problem-solving skills

Excellent written and verbal communication

Active listening and customer-focused mindset

High attention to detail and data accuracy

Technical proficiency with CRM, ticketing, and order management systems

Strong time management and multitasking skills

Ability to adapt to changing systems, tools, and processes

Key Traits
Detail-oriented and highly organized

Empathetic, patient, and professional

Positive attitude and resilience under pressure

Proactive and solutions-driven

Strong integrity and accountability

Collaborative team player