Order Management Associates-Retail

The Retail Order Management Associate serves as a critical liaison between The Topps Company and its Retail channel customers, with a focus on supporting the expanding direct retail business for vendors such as Sam's Club and Dick's Sporting Goods (DSG). This role is responsible for executing the end-to-end order-to-cash process — including order entry, payment resolution, returns processing, billing, and dispute management — while ensuring timely and accurate delivery of product, compliance with retail-specific requirements, and superior customer experience.

Duties & Responsibilities

• Serve as the primary point of contact for internal Sales teams and external retail customers, including direct vendors like Sam's Club and DSG.
• Manage full-cycle retail order processing within Oracle Fusion, including order entry, validation, allocation review, and shipment execution.
• Oversee retail purchase order (PO) evaluation for accuracy, ensuring correct SKUs, quantities, pricing, and packs-per-case conversions before processing.
• Monitor retail order schedules and release calendars to ensure all shipments align with inventory availability, production timelines, and customer delivery requirements.
• Ensure product allocation accuracy for retail orders, proactively resolving potential oversells or fulfillment discrepancies.
• Collaborate cross-functionally with Sales, Vendors, Logistics and Warehouse teams to resolve shipment delays and order discrepancies
• Facilitate retail customer returns, cancellations, and refunds with accuracy and timeliness, ensuring full reconciliation and credit processing.
• Handle escalations related to retail fulfillment or urgent order-related concerns with professionalism and urgency.
• Coordinate load planning for large-scale retail shipments, including full truckload (FTL) and less-than-truckload (LTL) orders, to optimize efficiency and cost.
• Work with brokers, trucking companies, and carriers to schedule and oversee truckload (TL) pickups, ensuring proper routing, transit times, and on-time delivery.
• Ensure compliance with retail EDI standards for direct vendors like Sam's Club and DSG, including setup, validation, and troubleshooting of automated order integrations.
• Partner with warehouse teams to prioritize and manage time-sensitive, bulk, or high-value retail shipments, verifying pickup schedules and labeling requirements (e.g., for GameStop, Lids).
• Ensure all retail orders comply with internal service level expectations, external customer requirements, and vendor-specific guidelines

Skills & Qualifications

• High School Diploma required; associate degree or equivalent preferred.
• Minimum 3 years of experience in order management, logistics, supply chain, or customer service.
• Proficient in Oracle EBS or similar ERP systems; knowledge of WMS and OMS platforms a plus.
• Strong working knowledge of Microsoft Excel and Office Suite (e.g., pivot tables, lookups, data reconciliation).
• Highly customer-focused with proven ability to deliver prompt and professional service.
• Strong organizational and analytical skills, with ability to manage multiple priorities in a fast-paced environment.
• Exceptional communication (verbal and written) and interpersonal skills.
• Demonstrated ability to problem-solve, escalate thoughtfully, and follow through on resolution.
• Ability to work independently while also contributing as a collaborative team member.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics’ trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards