Order Management Specialist Location: Office-based, Hayes, Middlesex
Salary: £30,000 per annum + benefits
Hours: 40 hours per week, Monday to Sunday (between 08:00 – 19:00)
The Role We are looking for a highly organised and customer-focused
Order Management Specialist to manage consumer-facing orders from placement through to delivery. This role plays a key part in ensuring a smooth customer experience, maintaining accurate order data, and resolving delivery or stock-related issues efficiently.
You will act as a subject matter expert within your area, working closely with the Customer Service Manager to identify process improvements and support continuous operational excellence.
Key Responsibilities - Process and manage consumer orders from placement through to delivery
- Maintain and manage the open order book, including push-outs, pull-ins, and error orders
- Monitor deliveries, chase PODs, and provide tracking information to customers
- Handle out-of-stock notifications and amend orders as required
- Respond to customer enquiries via phone and live chat, resolving issues efficiently
- Maintain accurate records and notes within D365
- Liaise with internal teams to resolve order, stock, and delivery issues
- Complete regular reporting and administrative tasks
- Support cross-training and provide cover within the team when required
Skills & Experience Required - Proven experience in Order Management, Customer Service, or Supply Chain Operations
- EDI experience (understanding EDI transactions, order flows, and troubleshooting errors)
- Strong Excel skills, including the ability to confidently use VLOOKUPs and Pivot Tables
- Excellent attention to detail with strong administrative and organisational skills
- Ability to investigate customer issues, identify root causes, and deliver effective solutions
- Outstanding verbal and written communication skills
- Ability to work independently, within a small team, and as part of a wider organisation
- Confident in maintaining accurate system notes and working with order management systems (e.g. D365)
- Adaptable, proactive, and open to change and process improvement
- Experience producing or delivering training materials for colleagues is desirable
- Comfortable working a rotating schedule including weekends
Reporting & Location - Reports to: Customer Service Manager
- Location: Office-based role at the Hayes, Middlesex office
Benefits - Competitive salary of £30,000
- Additional company benefits
