Job Description

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

Skills Required