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Order Management, Manager

Order Management | San Francisco, CA | Full Time

Job Description


This position manages product orders to ensure proper flow between customers, Quay, and our 3PL distribution centers. The role focuses on both internal & external customer service excellence and timely and accurate fulfillment. The OM Manager works with internal partners, Distribution Centers, and Accounts to meet customer requirements and service-level expectations for multi-channel, global businesses. Additionally, the OM Manager will drive to partner-compliance with Quay’s OM standards by tracking & reporting data and follow-up with internal & external partners.


  • Manage all aspects of order fulfillment and related service, both for our customers and direct report(s); ensure all orders ship in-full and on-time (15%)
  • Analyze root causes of customer supply-chain issues and deductions; drives systemic resolution with both internal and external partners such as carriers and distribution facilities (15%)
  • Research and resolve chargeback & return issues while continually improving to meet compliance benchmarks (15%)
  • Manage service requirements with EDI and IT teams to ensure integrity of data throughout the system (10%)
  • Monitor and reduce Chargebacks due to non-compliance (10%)
  • Collaborate with Sales group and champion strategic customers’ order requirements across the organization (10%)
  • Build and manage relationships with external customers to comply with all account order requirements: EDI, labeling, returns, on time delivery, etc.  (5%)
  • Manage Customer Return process: creation of RA’s, issuance, and compliance (5%)
  • Provide monthly customer scorecard metrics and compliance reporting as part of sales and operational planning process (5%)
  • Work cross-functionally to build and implement world-class OM processes (5%)
  • Manage supply purchasing and inventory levels of all OM supplies (VAS labels, cartons)  (5%)


Budget Owner:  No

Fiscal Accountabilities: n/a

Key Working Relationships:

This role is required to maintain strong working relationships with the Sales, Inventory Planning, Inventory Management, Accounting, and Distribution Center(s) teams.


Required Skills & Experience:

  • BA/BS degree or equivalent work experience
  • 8-10 years experience, preferably in a Wholesale, eComm or Retail environment
  • Knowledge of EDI transactions, ERP systems & logistics systems
  • Experience working with a diverse group of Supply partners such as distribution centers, carriers, forwarders
  • Understanding of retailer compliance requirements and scorecard metrics
  • Ability to quickly reprioritize workload to achieve changing business objectives while maintaining data integrity and accuracy
  • Superior analytical, data-driven, problem solving skills
  • Ability to drive to fulfillment objectives and metric-goals while delivering best-in-class customer service
  • Excellent communication skills, both oral and written

Travel Requirements:

Ability to travel as needed, less than 25%.


Physical Requirements:

  • This position is based in an office environment. Primarily sedentary work with occasional exertion of up to 10 pounds of force to lift, carry, push, pull or otherwise move objects.
  • Must be able to perform essential functions (with or without an accommodation) without posing a "direct threat" to the health and safety to self or others.

The Company reserves the right to alter, change, abolish and even combine jobs depending upon changing conditions.