Order Management Specialist

Citizen Watch America represents the sales and marketing for the Citizen Group within the U.S., Caribbean and Latin American markets. The brands included within Citizen Watch America are Citizen, Bulova, Frederique Constant and Alpina. Each individual brand builds upon their very distinctive identities in the market with their unique, differentiated advertising, marketing and brand campaigns. As a combined company, however, the brands can assist each other and leverage the power that a larger unified entity brings.

Our vision is to lead the affordable luxury watch market by offering the most compelling collection of brands and products that are loved, favored, and respected by citizens of the world.

We will continue to leverage our heritage and expertise to enrich the lives of our current and future customers and Employees through unparalleled excellence in creativity, design, craftsmanship, innovation, technology, value, and service.

SUMMARY

The Order Management Specialist is responsible for the end-to-end management of customer orders. This role ensures accurate order entry in SAP, timely fulfillment, and proactive communication with customers and internal teams to deliver a smooth, reliable order and delivery experience.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage the full order lifecycle for assigned accounts and regions, from order receipt through shipment and invoicing.
• Enter, review, and maintain customer orders, order changes, and returns in SAP, ensuring accuracy of pricing, quantities, delivery dates, and customer data.
• Monitor open orders, backorders, and delivery schedules; proactively communicate order status, delays, and shipment information to customers and Sales.
• Collaborate with Logistics, Warehouse, Planning, Finance, and Sales to resolve order, shipment, and invoicing issues.
• Consistently provide responsive and personalized assistance to customers, resolving inquiries and complaints efficiently, ensuring customer satisfaction.
• Process returns and credits/debits in line with company policies and approvals.
• Identify recurring order or process issues and suggest improvements to enhance efficiency and customer satisfaction.
• Maintain accurate customer records and documentation related to orders, contracts, and pricing.
• Adhere to company policies, procedures, and internal controls related to order processing and billing.
• Serves as the main point of contact for Sales Teams for assigned Accounts and Regions
• Provides watch troubleshooting steps, product information, warranty coverage, and watch specifications

QUALIFICATIONS

• High school diploma or equivalent required; associate or Bachelor’s degree in Business, Supply Chain, or related field preferred.
• A minimum of three years related experience.
• Strong customer focus and ability to work under pressure.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Excellent follow-through and attention to detail
• Proficiency with Microsoft Office; ability to work with reports and spreadsheets.
• ERP experience with SAP experience a plus.
• Willingness to learn new systems and processes as tools and business needs evolve.

EEOE