Internal – Order Department Manager; Hybrid

• Full-time

At Lakeshore, we create innovative learning materials and world-class guest experiences for teachers, parents and children. Since 1954, we’ve grown into a global community—with a thriving e-commerce business, multiple catalogs, over 50 stores, a peerless national sales force, plus international offices that support our preeminent supply chain division. But today we’re working better, smarter and faster than ever—and setting our sights even higher.

We’re building an infrastructure designed for scalability, embracing data-driven decision-making and using technology to improve efficiency and ensure the best tools for the best work. Most importantly, we continue to invest in a diverse team of inquisitive top talent who fuel each other’s passions and curiosity, take risks, try new things and believe that every new day brings opportunities for growth.

Please note that this position is open to internal candidates only. External candidates who apply will not be considered for this role.

Orders are the heartbeat of what we do — and you'll be the one keeping that heartbeat steady. As Order Department Manager, you'll lead the team that makes sure every educator, school, and family gets what they ordered, accurately and on time. You'll set the pace, remove the obstacles, and build the kind of team that performs at its best when it matters most — including our busiest seasons.

A day on the job looks like this:

• Lead, develop, and retain a team of order processing professionals — setting clear expectations, delivering timely coaching and performance feedback, and building bench strength through cross-training and succession planning.
• Own daily order operations: balance workload across queues, prioritize state contract and portal orders, align staffing to volume, and keep processing and ship-date targets firmly in view.
• Dig into order errors and billing disputes to find root causes — not just fix symptoms. Partner with Accounting, FICO, and Tax to resolve complex issues and put corrective actions in place that stick.
• Serve as the go-to escalation point for Sales, Customer Service, Quotes, Distribution, and IT when orders get complicated or at risk — cutting through ambiguity and driving resolution.
• Track team productivity, quality, and queue KPIs; translate the data into clear reports and actionable insights for senior leadership.
• Keep SOPs current, eliminate SAP workarounds, and partner with IT on system improvements and testing to make operations cleaner and more reliable.
• Plan and execute seasonal capacity — recruiting, onboarding, and managing temporary staff during Back to School and Holiday peaks to protect service levels when volume spikes.

Got the skills and experience? Here’s what we’re looking for:

Required:

• Associate's degree or equivalent combination of education and work experience
• 4+ years of experience leading and developing teams in an order management, operations, or customer service environment
• 5+ years of hands‑on experience in order processing or customer service operations
• Demonstrated ability to manage staffing, scheduling, and workload planning in a high-volume, deadline-driven setting
• Experience resolving complex billing, pricing, or compliance issues across multiple departments
• Proficiency with Microsoft Office (Word, Excel, Outlook) and working knowledge of SAP or a comparable ERP system
• Ability to work a hybrid schedule based out of our Carson, CA office

Preferred:

• Bachelor's degree in Business, Operations, or a related field
• Experience supporting seasonal volume spikes and managing temporary or contract staff
• Familiarity with PCI compliance standards or contract order management (e.g., state or government contracts)

What sets you…