Order Management Lead - Remote Based

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Job Description

We're seeking a highly capable and proactive Operations Lead to join our dynamic team at HiEnd Accents. This role is critical in ensuring seamless order management and operational excellence across our organization. The ideal candidate will be a problem-solver with strong leadership skills and a track record of driving operational efficiency.

What You’ll Do

- Oversee and optimize the entire order management process, from intake to fulfillment, including:
- Bringing in customer orders from various sources (portals, EDI, emails, faxes)
- Confirming and making changes to orders in the ERP system
- Releasing orders/backorders for shipping and organizing for easy picking
- Creating delivery slips, invoicing shipped orders, and managing EDI documents
- Uploading shipping and invoicing information to customer portals

- Lead and mentor the Order Management team, driving accountability and ensuring KPIs and SLAs are consistently met or exceeded.

- Manage key accounts with complex requirements, ensuring high customer satisfaction through:
- Responding to inquiries with same-day service
- Handling payment issues and order-related problems
- Providing information on inventory availability and product inquiries
- Phone outreach

- Proactively identify and resolve operational issues, developing and implementing solutions to prevent recurrence.

- Drive continuous improvement by:
- Analyzing operational data to identify trends and opportunities
- Collaborating cross-functionally to implement strategic changes
- Contributing to special projects aimed at improving performance and scalability

- Spearhead process documentation (SOP) creation, encompassing both refinement of existing procedures and development of new ones.

- Develop and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams.

- Maintain accurate documentation of all actions, conversations, and issues using designated tools (e.g., Front and Airtable).

- Communicate effectively with the Warehouse team for shipment alignment.

- Perform other duties as assigned.

Who You Are

- A seasoned professional with 5+ years of experience in operations management, preferably in e-commerce or retail
- An experienced team manager
- Bachelor's degree in Business, Operations Management, or a related field
- Must have recent night shift (PH time) experience and willing to report to work during CST hours
- Proven track record of contributing to team success and driving operational excellence
- Expert in order management systems, EDI, and inventory management
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent problem-solving skills with a solutions-oriented mindset
- Outstanding communication and interpersonal skills
- Ability to thrive in a fast-paced environment and manage multiple priorities
- Proficient in MS Office suite, with advanced Excel skills
- Experience with ERP systems and process automation tools
- Experience with SAP is not a requirement but definitely a plus

Why HiEnd Accents?

Our small size and fast-paced culture reward people who act and think like owners. If you're someone who has a growth mentality, strives for exceptionalism, are a committed professional and a straight shooter, you'll fit in with our culture and go far with our company.

About HiEnd Accents

HiEnd Accents designs and creates everyday luxury bedding and linens, sheeting, decorative pillows and other home textiles. Founded in 2005 and based in Dallas, Texas, our mission is to elevate our customers' lives via beautifully designed home textiles that deliver quality and value. Our customers love our exceptional designs that span a diverse range of styles and our commitment to offering everyday luxury at accessible prices. We proudly serve a broad clientele, including department stores, furniture stores, boutique hotels, interior designers and retail customers. HiEnd Accents is based in Irving, Texas. Learn more about our brands at [www.hiendaccents.com/](http://www.hiendaccents.com/) and [www.paseoroad.com](http://www.paseoroad.com/).