• Customer Service Order Management Lead

    Job Locations US-MI-Detroit
    Job Post Information* : Posted Date 3 weeks ago(11/26/2018 9:21 AM)
    # of Openings
    Customer Service
  • Overview

    The Customer Service Order Management lead is responsible for all deliverable regarding eComm and service center order management. Single point of contact for logistics provider and customer service team for eComm order fulfillment.


    • Adjust inventory for items out of stock in ERP system but showing available on website.
    • General troubleshooting for orders that have not integrated or processed appropriately – payment method issues, product attributes issues, etc.
    • Record and distribute out of stock orders to customer service team. Create return orders in ERP system for sales orders with items out of stock.
    • Monitor and handle all sales orders in ‘Open/Unreleased’ queue – verifying inventory and/or order cancellation for out of stock items.
    • Monitor and handle all eComm sales orders ERP system orders queue – verifying timely order fulfillment and order cancellation when logistics provider reports items out of stock.
    • Track backorders, follow up on inventory replenishment to cover backorders.
    • Write return orders for inventory adjustments or returned items requiring additional investigation/special handling.
    • Write free text invoices in ERP system for any discounts provided to customers.
    • Monitor service order (repair) queue to ensure appropriate SLA requirements are met by Repair Teams.
    • Create SOPs and other documentation around order management processes and procedures.
    • Train new hires and seasonal staff on order management processes and procedures.
    • Lead a team of order management clerks during peak sales season.
    • Be the point of contact for eComm order fulfillment questions/issues for logistics provider and customer service team.
    • Be the point of contact for questions/issues relating to service order tickets for customer service and retail teams.
    • Handle contact center phone calls and live chats and email tickets as needed (queue overflow).


    • Solid follow up skills with attention to details to ensure high level of accuracy
    • Proficient with MS Office (Outlook, Word, Excel)
    • Must have excellent verbal and written communication skills and be able to work in a professional manner.
    • Ability to prioritize and meet deadlines, organized and multi-task.
    • Ability and willingness to learn Microsoft AX is required. Experience with AX is a plus.
    • Experience with Magneto is a plus.

    Note: Shinola is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.



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