Order Management Analyst

POSITION SUMMARY

The Order Management Analyst is responsible for all order processing for specific assigned accounts in a timely accurate fashion. They will oversee the successful execution of monthly and annual sales plans and for achieving customer service metrics including fill rate and on time delivery. In addition the Order Management Analyst is responsible for identifying opportunities to better support customer requirements and for eliminating road blocks to achieving the sales plan.

This person will be jointly accountable with a forecast analyst for the end-to-end operational execution for their assigned accounts.

• Gain a comprehensive understanding of assigned customer accounts, including sales objectives, order processes, promotional timeline, mod set timelines, and sales program compliance requirements.
• Accurately and timely process EDI and manual orders by validating pricing, inventory availability, and forecast alignment. Release orders to the warehouse promptly and follow up to ensure timely shipment.
• Maintain proactive daily communication with warehouse teams to troubleshoot and resolve ongoing issues related to orders, shipments, and inventory discrepancies, ensuring smooth and timely fulfillment operations.
• Identify all promotional and special orders in advance, ensuring proper item setup is complete to support on-time delivery.
• Collaborate with the customer replenishment team to confirm purchase order (PO) receipt within the appropriate lead times for both domestic and international orders.
• Maintain accurate requested delivery dates and review any changes to order dates. Investigate all order cancellations to determine root causes, whether due to customer requests or supply limitations.
• Investigate and respond to customer chargebacks, disputes, and claims, ensuring timely resolution and proper documentation to mitigate financial impact.
• Provide ad hoc analytical support and participate in weekly and monthly business reviews by presenting relevant insights and analysis.
• Collaborate through communication and teamwork with co-workers, management, clients and others in a courteous, and professional manner.
• Exercise sound business judgment.
• Work independently and collaboratively and manage time effectively in order to meet changing deadlines and priorities.
• Treat all employees, guests and customers and others affiliated with our business with respect.
• Conform and abide by all laws, regulations, policies, work procedures, instructions and VTech’s Rules of Engagement.
• Conform with all safety rules and use all appropriate safety equipment.
• Other duties as needed or required.

• Must demonstrate continual ability to collaborate and communicate both orally and in writing to all levels of the organization
• Must be detail oriented, possess superior organizational, self-motivation, analytical skills, critical thinking skills and problem-solving skills.
• Knowledgeable in CRM systems.
• An understanding of "big box retail" sales transactions is a bonus.
• Ability to think clearly and remain calm when faced with stressful situations dealing with external customers and internal team members.
• Experience with Oracle a plus.
• Must be proficient in Microsoft Word, Excel and PowerPoint. Strong Excel skills. Experience with Microsoft Office 365 preferred.

• 2 years of progressively responsible experience in the area of Sales Support and Analytics
• Bachelor’s degree in Business Management, Finance, Logistics/Supply Chain or a related field; or any combination of experience and education that provides the necessary skills, knowledge and ability to perform essential functions of this role.
• Masters degree is desirable

This position has no management/supervisory responsibilities.

Duties are primarily performed in an office environment, although hybrid work is allowed as appropriate. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

This is a full-time position, 40 hours per week, Monday through Friday. Core hours will be set between employee and manager and will be based on business needs. Occasional evening and weekend work may be required as job duties demand.

Travel is primarily local during the business day, although out-of-the-area and overnight travel may be expected 10% of the time.

Qualified applicants must be authorized to work in the United States on a full-time basis without the need for employer sponsorship now or in the future. The US base salary range for this full-time position is $65,000-$75,000 + bonus potential + excellent benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.

Within the range, individual pay is determined by work location and additional…