About the Role
We are seeking a detail-oriented B2B Sales Support to manage the end-to-end order lifecycle for our big box retail accounts. This is a customer-facing (not consumer-facing) role — you will serve as the operational point of contact for our retail trading partners (e.g., Walmart, Target, Costco, Amazon), not as a support resource for individual end consumers. You'll own order accuracy, EDI transaction management, and on-time/in-full (OTIF) fulfillment to keep our key accounts running smoothly.
This role is ideal for someone with a background in CPG order management or inside sales within a manufacturing environment who thrives on precision, problem-solving, and cross-functional coordination.
What You'll Do
- Manage the complete order lifecycle for assigned big box retail accounts — from order receipt through invoicing
- Process, audit, and troubleshoot EDI transactions (e.g., 850 Purchase Orders, 855 Acknowledgments, 856 ASN, 810 Invoices) and resolve EDI errors or rejections in coordination with IT/EDI support
- Serve as the primary point of contact for assigned retail customers on order status, fulfillment issues, and account-specific requirements
- Monitor open orders to ensure on-time, in-full (OTIF) delivery and minimize chargebacks/deductions related to compliance failures
- Partner with Supply Chain, Demand Planning, Warehouse/3PL, and Sales teams to resolve allocation, inventory, and shipping issues
- Maintain accurate customer master data, including pricing, item set-up, and account-specific routing guides
- Track and manage retailer compliance requirements (routing guides, case-fill rates, vendor portals, chargeback/deduction research and resolution)
- Manage retailer vendor portals (e.g., Walmart Retail Link, Target Partners Online, Amazon Vendor Central) for order visibility and reporting
- Generate and analyze order status, fill-rate, and on-time delivery reports for internal stakeholders
- Identify recurring issues and recommend process improvements to reduce errors and improve customer satisfaction
What You Bring
Required:
- 2+ years of experience in order management, customer service, or inside sales within a CPG or manufacturing company
- Demonstrated experience managing orders for big box / national retail accounts
- Working familiarity with EDI (order types such as 850, 855, 856, 810) and EDI troubleshooting
- Strong attention to detail and ability to manage a high volume of orders with accuracy
- Excellent written and verbal communication skills, with comfort interfacing directly with retail buyers/replenishment teams
- Proficiency in Microsoft Excel (VLOOKUP, pivot tables) and ERP/order management systems
- Strong organizational and time-management skills; able to prioritize across multiple accounts
Preferred:
- Associate's or Bachelor's degree in Business, Supply Chain, or related field
- Experience with retailer compliance programs (OTIF, case-fill rate tracking, deduction/chargeback management)
- Experience with ERP systems (e.g., NetSuite, SAP, Microsoft D365) and EDI platforms (e.g., SPS Commerce, TrueCommerce)
- Familiarity with retail vendor portals (Walmart Retail Link, Target Partners Online, Amazon Vendor Central, etc.)
What Success Looks Like in Year One
- Orders for assigned accounts are processed accurately and on time, with minimal EDI errors
- OTIF and fill-rate metrics for your accounts meet or exceed targets
- Retail partners view you as a reliable, responsive point of contact
- Chargebacks/deductions related to order or compliance errors are reduced through proactive issue resolution
Pay: $21.05 - $31.00 per hour
Work Location: In person
