Order Management Specialist

Position Summary

The Order Management Specialist owns the end-to-end order management execution lifecycle across both the Screen and Shade businesses, from order receipt and intake through validation, release and planning coordination, production coordination, shipment readiness, order updates through NetSuite and Sales, and closure. Each Specialist supports both internally manufactured and contract-manufactured products and remains accountable for order progress, accurate records, and follow-through across all fulfillment paths.

This role is the operational hub between Sales, Production, Contract Manufacturers (CMs), Procurement, Logistics, and Finance. The Specialist confirms coverage, coordinates execution, and escalates constraints to keep orders moving toward on-time delivery. Dealer communications are delivered through automated NetSuite messages; other dealer communications occur through the Sales Rep. SIOP, Procurement, and Manufacturing retain ownership of supply and inventory strategy and manufacturing prioritization; Finance/AP retains financial reconciliation and payment ownership.

This role requires sound judgment and active problem-solving. The Specialist investigates order issues, connects information across departments, evaluates practical options, and brings the right people together to resolve obstacles. Success depends on working cross-functionally across all departments involved in the order lifecycle and driving agreed actions through resolution.

Order Management is a focus area of the company’s continuous improvement roadmap, with planned investments in order entry automation, EDI expansion, and workflow standardization. We need someone who executes with urgency and accuracy, takes ownership through closure, and helps improve how we work.

Key Responsibilities

Order Intake Validation and Release

• Review dealer orders daily and convert emailed dealer POs into NetSuite sales orders using established templates and automation tools. Review and acknowledge national account portal POs and monitor EDI transmissions.
• Validate part numbers, item details, quantities, and order completeness for internal and CM products. Resolve open questions with Sales and support teams before release, working through the Sales Rep when dealer clarification is needed.
• Add applicable discounts and fees, record payment information and freight program costs, verify logistics notes, and notify Accounting of required deposits and prepayments.
• Confirm stock and material coverage with the appropriate teams before committing dates. Identify shortages or constraints and escalate through SIOP, Procurement, and Manufacturing.
• Complete validation and release complete, eligible orders received before the established daily cutoff to the production plan the same business day, following required approvals. Process orders received after the cutoff within the next-business-day service target. Document holds and the actions needed to clear them.

End to End Order Execution and Production Coordination

• Own follow-through on assigned orders across internal manufacturing and CMs, tracking release, production progress, shipment readiness, and closure. Maintain visibility to open actions and follow up with responsible teams.
• Keep the production plan current with released sales orders and confirmed dates. Coordinate schedules and dependencies with SIOP, Production, Procurement, and CMs within approved priorities.
• Review open orders and relay date, status, and constraint updates daily. Escalate risks to committed ship dates with clear next steps and follow through on agreed actions.
• Investigate discrepancies and stalled orders, identify root causes, and propose workable solutions. Coordinate across departments to resolve dependencies, secure required decisions, and verify that corrective actions solve the issue.
• Independently resolve routine order discrepancies within established policies. Escalate exceptions requiring pricing, credit, supply, or production-priority approval to the designated decision-makers, bringing relevant facts and proposed options.
• Coordinate approved rush requests with Sales, Production, CMs, and Logistics, confirming feasibility and required approvals before communicating revised commitments.
• Validate and coordinate changes to released orders, including specifications, quantities, dates, and cancellations. Confirm material, cost, production, and shipment impacts with the affected teams and obtain required approvals before implementing changes. Update sales orders, CM POs, and related records consistently and provide approved updates to Sales.
• Manage partial and line-level shipments, maintain clear order history, and verify shipment details and remaining obligations before closing orders. Follow up with Sales to resolve holds and process authorized cancellations.

Sales Communication and Dealer Update Coordination

• Respond promptly to Sales inquiries with accurate order status, expected ship dates, and tracking information. Provide the Sales Rep with the information needed to address dealer questions and retain ownership of internal follow-up.
• Maintain accurate order information to support automated NetSuite confirmations and status updates, including those for international dealers. Proactively provide the Sales Rep with approved changes, partial-shipment details, delays, and next steps for dealer communication.
• Escalate unresolved holds, shortages, and delivery risks to the appropriate decision-makers and keep the Sales Rep informed through resolution. Identify missing or inaccurate automated NetSuite confirmations and status updates, coordinate corrections with the appropriate internal team, and provide the Sales Rep with information for any necessary dealer follow-up.

Contract Manufacturer and Fulfillment Coordination

• Create and issue screen and shade POs to CMs under established procedures. Confirm receipt, order details, production status, and ship dates as part of the same end-to-end ownership applied to internal orders.
• Support operational PO/invoice discrepancy resolution by verifying quantities, pricing against approved POs, and receipt or shipment records. Provide findings to Procurement and Finance/AP for reconciliation and payment decisions.
• Coordinate with internal teams, CMs, and Logistics to confirm shipment readiness, shipping instructions, required documentation, and tracking for internal, CM, and drop-ship orders.
• Support fabric and swatch fulfillment as an ancillary responsibility, including in-house and drop-ship requests. Confirm availability and coordinate custom fabric requests with the appropriate teams.

Systems Data and Continuous Improvement

• Maintain accurate order-related records and part number cross-references for CM and internal products. Perform validated CSV uploads for approved ship-date changes and order notes.
• Maintain order-related transactional data and approved date and status updates in NetSuite, production plans, and dashboards, including approved MCD and lead-time updates. Route broader master-data changes to designated owners.
• Document daily workflows, review SOPs on a scheduled basis, and standardize processes as improvements are implemented. Participate in weekly 1:1s, SIOP meetings, and problem-solving sessions.
• Contribute as a subject-matter expert and human reviewer to AI-assisted order entry, EDI, and workflow automation projects. Use judgment to challenge incomplete or inconsistent outputs, address recurring causes of errors with other departments, and maintain accuracy and throughput as processes evolve.

Qualifications

Qualifications

• 2+ years of experience in order management, customer service operations, or a related manufacturing/distribution role.
• ERP experience required; NetSuite strongly preferred. Proficiency with Excel and CSV-based data uploads.
• Demonstrated ability to manage high daily transaction volume accurately under time pressure and follow open issues through resolution.
• Strong problem-solving skills and sound judgment, including the ability to investigate issues, weigh options, and coordinate solutions across departments.
• Strong written communication skills for Sales and cross-functional correspondence, including clear order updates that Sales Reps can use in dealer communications.
• Experience coordinating manufactured or configured-to-order products across internal production and external manufacturing partners is preferred. Experience with EDI or national account portals and a track record of process improvement, standardization, or automation are a plus.

What Success Looks Like

• Complete, eligible orders received before the established daily cutoff are entered accurately and released to the plan the same business day; later orders meet the next-business-day service target. Incomplete or blocked orders have a documented reason, next action, and follow-up owner.
• Internal and CM orders are actively managed through shipment and closure. Open-order reviews show current dates, status, and next steps, with risks escalated before commitments are missed.
• Order problems are investigated and resolved through cross-functional action. Agreed corrective actions are completed by their due dates, and recurring issues decline as root causes are addressed.
• Sales inquiries receive a response or acknowledgment within the established business-day service target, followed by a clear update or resolution. NetSuite records support accurate automated dealer communications, and Sales Reps receive timely information for other dealer updates. Approved rush requests move quickly while protecting accuracy and required approvals.
• Order accuracy, release timeliness, response time, aged holds, and timely escalation are tracked against team targets. On-time shipment is a shared outcome with SIOP, Procurement, Manufacturing, CMs, and Logistics; OM is accountable for accurate releases, current records, timely escalation, and follow-through. Processes are documented and standardized, with measurable quarter-over-quarter reductions in cycle time and rework.