Sales Operations Specialist

Job Title: Specialist, Order Management – NA

Department: Dealer Sales

Reports To: Manager, Order Management AND Sr Manager, Customer Experience

FLSA Status: Exempt

SVP Worldwide is the world’s largest consumer sewing machine company, proudly home to the iconic brands SINGER®,
HUSQVARNA® VIKING®,
PFAFF®, and CREATIVATE™. Together, our brands represent nearly 500 years of combined leadership
, empowering sewists around the world, and shaping the evolution of sewing for generations.

Our purpose is clear: to create, elevate, and celebrate sewists around the world
.

With global operations spanning R&D, manufacturing, distribution, and sales, SVP Worldwide brings together heritage craftsmanship and modern innovation to serve a worldwide community of makers.

Our expanding portfolio includes sewing and embroidery machines, accessories and notions, garment care, and creative software — offering meaningful opportunities to innovate, collaborate, and make an impact.

Guided by our values — customer-first thinking, curiosity and creativity, inclusion, and transparency — we’re building a connected, inclusive culture where people can grow their careers while helping define the future of sewing.

The Order Management Specialist is responsible for managing end-to-end order processing and customer support activities to ensure accurate, timely, and compliant fulfillment across multiple channels, including EDI, email, and customer portals. This role serves as a key point of contact for customer inquiries, proactively communicates order status, resolves issues related to shipping and discrepancies, and collaborates with cross-functional teams to support seamless execution.

The incumbent maintains accurate documentation, ensures adherence to vendor and customer requirements, monitors trends impacting service delivery, and identifies opportunities to improve processes and enhance the overall customer experience while effectively managing multiple priorities in a fast-paced environment.

• Enter, validate, and process customer orders received via phone, email and contact management system.
• Review orders for accuracy, completeness, pricing, product information and customer specific requirements.
• Coordinate with internal teams to support timely and accurate order fulfillment.
• Utilize business systems and applications such as AS400, Gorgias, Microsoft Word, Excel, Outlook and Warranty Portal.

• Respond professionally and promptly to customer service inquiries received by phone call and email.
• Investigate and resolve order, shipping and product-related discrepancies in a timely and effective manner.
• Identify and elevate recurring customer issues and system concerns to management.
• Identify and recommend process improvements to enhance efficiency as well as customer experience.

• Collaborate effectively with other departments to ensure customer satisfaction and to resolve order issues.

• Accurately document all customer interactions, order updates, and issue resolutions within applicable business systems including Gorgias and JDE.
• Maintain data integrity and ensure proper recordkeeping for audit and reporting purposes.

The Employer retains the right to change or assign other duties to this position.

• Demonstrated experience (2–3 years) supporting order management/order entry, customer service or related processes.

• Working knowledge of JDE, product identification and customer-specific item setup processes, including customer SKUs.
• Excellent written and verbal communication skills, with the ability to communicate…