Order Management Lead

The Order Management Lead is accountable for leading employees in order to cash processing while maintaining the ultimate customer experience by providing best in class service. 

Duties & Responsibilities:

• Develops and maintains a thorough knowledge of the Topps product portfolio, release calendar and customers. 
• Serves as liaison between Order Management and finance on customer related credits, returns and refunds. 
• Collaborates with Order Management Supervisor on daily tasks and department prioritization.  
• Respond to internal and external customer issues, determine root cause, explore and implement mistake-proofing measures.
• Develop and monitor key metrics to meet/exceed departmental goals.
• Troubleshoot and Problem Solve systems related order processing errors as they occur. 
• Support implementation of new ERP system
• Support the growth and development of assigned employees, and conduct performance reviews.
• Communicate expectations and hold team members accountable for delivering results.
• Provide problem-solving and innovative ideas to support internal and external customers. 
• Manages time and payroll systems.
• Additional duties as needed.

Skills and Qualifications:

• Bachelor's degree preferred but not required.
• 3+ years of experience in supply chain, distribution, or related field required.
• Ability to drive team performance to achieve department and individual metrics.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to think strategically with a focus on the big picture.
• Ability to communicate effectively, both orally and in writing, to all levels of employees and customers.
• Works well under pressure with multiple projects and deadlines.
• Systems experience with WMS, OMS, Excel, and other Office applications
• Strong analytical and communication skills

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