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Order Management Specialist

Job Location Minneapolis, Minnesota

Overview

The Order Management Specialist is responsible for order fulfillment processes and understands the end to end ordering process.  This person engages with cross-functional partners as the order processing expert to provide recommendations for quick decision making.  Additionally, this person understands order impact to the organization and assists in communicating statuses to consumers and internal business partners; workload prioritization and identifying resource needs.

Responsibilities

These include, but are not limited to;

  • Responsible for managing Sales and Service orders that are unable to be processed in the system, researching financial disputes, and other related customer issues
  • Primary communication conduit between Customer Service and key order processing partners including Plants, Bedding Collection team, Home Delivery, Logistics, IT and Materials Management
  • Subject Matter Expert on order processing systems and provides insight and recommendations to business leaders
  • Assists in prioritization of order workload, understands business priorities and impact and identifies resource needs accordingly in order to meet goals
  • Streamlines processes to support the customer experience for order fulfillment, which may include understanding moderately complex financial and systems issues
  • Represent Order Management on project teams as needed
  • Other responsibilities as assigned

Qualifications

Experience, Education & Certifications:

  • Prefer Associate’s Degree in Business, Accounting, Finance or Technology
  • 2+ years customer service experience with an understanding of the relationship between order processing and the impact on customers.
  • Attendance points must be under 5

Knowledge, skills & abilities:

General:

  • Exceptional attention to detail
  • Agile, able to shift priorities day to day in order to meet business needs
  • Strong problem resolution skills
  • Proficient with MS Office Suite
  • Ability to build queries and represent data effectively using Excel

Business:

  • Fair business acumen, including general understanding of accounting and IT principles
  • General understanding of the life cycle of an order
  • General understanding of products and components
  • Strong written and verbal communication skills, including the ability to deliver difficult messages when warranted

Working Conditions (if applicable):

  • Ability to sit 8 hours or more per shift and utilize standard office equipment such as a computer, keyboard and phone; tolerate moderate noise level due to surrounding phone conversations
  • Flexibility with work schedule which will include evenings, weekends and holidays
  • Night Shift: 11:30AM-8:00PM and rotating Saturdays & Week 1 Thursdays off
Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.
Job ID 2019-20704
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  • Customer Service, Minneapolis, Minnesota, United StatesRemove