Title: Order Manager
Department: Order Management
Reports To: Project Delivery Manager
Summary
Responsible for managing the full sales order fulfillment process, from order entry through punch list resolution and close-out. Provides support for sales personnel, ensures accuracy in order processing, and delivers timely, high-quality service to customers. Coordinates order entry, order management, factory interface, and order close-out.
Responsibilities and Duties
Order Management
Review approved orders in operating system for basic information, accuracy, and completeness, ensuring costing is accurate to project quotes and vendor quotations, requesting updates and revisions from sales as necessary
Issue purchase orders to all vendors via electronic interface with Order Management standards and timelines
Perform a double check of vendor acknowledgements against order; resolve any discrepancies, communicating known discrepancies to Accounts Payable prior to invoice arrival
Follow-up with manufacturer(s) to escalate exceptions to customer requested installation dates, submit vendor shipping schedules, confirm shipping dates and ensure dates in operating system are accurate at all times
Proofs orders for accuracy and completeness (ship-to, bill-to, contract numbers, etc.).
Enters orders into the system and issues purchase orders to manufacturers.
Order Management
Prepares and issues work order packets to operations.
Provides scheduling information to the dispatcher.
Creates service quotes for deliveries, small orders, and large projects when required.
File Control: Maintains complete and up-to-date master sales order and work order files.
Sales Team Support
Distributes order information to internal and external stakeholders (sales staff, operations, customers).
Reviews order acknowledgments; resolves discrepancies with manufacturers; communicates acknowledgments and shipping dates to customers.
Verifies receiving information from operations, resolves discrepancies, and updates the sales order system.
Prepares and issues customer invoices, ensuring alignment with purchase orders.
Manages punch list/warranty orders and follows up to ensure timely completion.
Processes chargeback requests/debit memos for warranty or deficiency service calls
Upon completion of the installation, work with Service Manager to replace or correct any product deficiencies, discussing with the appropriate salesperson and/or submitting warranty claims to the manufacturer or ordering replacement product while maximizing cost-efficiencies
Project/Account Coordination
Initiates and oversees deliveries and small installations; provides order management for all projects.
Analyzes order requirements, defines scope of work, requests service pricing, and schedules work with the dispatcher.
Coordinates with factories on order status, lead times, manufacturing reservations, special/custom requirements, and C.O.M. details.
Communicates with customers regarding schedules, site requirements, and project parameters.
Oversees shipping coordination and monitors delivery/installation completion.
Sales/Work Order Close-Out
Collects and files customer signoffs for all assigned orders.
Issues final invoices for products and services.
Resolved punch Lists by ordering product and initiating work orders and completion
Client Support and Service
Communicates with customers regarding order status, punch list resolution, and delivery/installation scheduling.
Provides timely clarifications and resolves customer inquiries related to orders.
Reception front desk coverage support as needed, in the showroom and over the phone, providing hospitality while in our facility
Prepare and send client invoices for product delivered and work performed
Maintain ongoing communication with internal team to assist in customer experience
Maintain ongoing communication with clients regarding order fulfilment, deposit requests, purchase and deficiency resolution milestone progress and completion
Manage and communicate client-specific product inventory levels through McCrum’s Asset Management program; participate in timely physical inventory counts
Generate quarterly and annual reports, for clients, outlining spending by category, cost savings to previous pricing, response times, delivery lead times, number of quotes/orders annually, and other reports as required
Qualifications
Previous experience in systems furniture and/or office interiors procurement is preferred
Advanced computer skills are required as this role is highly technical in nature. The ability to quickly learn new software is required for success within this role. McCrum’s may test applicants to verify skillset.
Proficiency, speed and accuracy in both Microsoft Office 365 and Adobe Acrobat Pro is required
Experience in project management, ERP software, and CET Storyboard is considered an asset
Must have the ability to maintain professionalism and balance multiple competing priorities while working in a collaborative team environment
Keen attention to detail is required as this role involves reviewing for accuracy and performing regular self-checks on your work
