Senior Order Management & Customer Service Specialist

Senior Order Management & Customer Service Specialist (Amazon & Retail Accounts)

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 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

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person