Order Management Analyst

Remote (United States)

Glossier is a digital-first beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, and discerning.

The Order Management Analyst will be responsible for optimizing all channel order flows for our business. As we expand as a business and specifically into wholesale, this role will be critical to our success and ability to do so. Ideal candidates have experience in managing EDI and non EDI order flows, mixed with extreme attention to detail and a knack for problem solving. This role will report to the Director of Fulfillment.

Six Month Expectations

Lead Order Management function to support the 3PL partner and implement standardized ways of working for order processing, reconciliation, and cross-referencing of data from our wholesale partners.
Populate reporting and KPI’s across multi channel fulfillment, providing a source of truth and visibility to internal teams
Act as liaison between internal and external fulfillment inventory management teams. Duties include but are not limited to, order processing, transportation communication tracking, communication follow-up, service issue management, and general resolution of customer inquiries.
Support the implementation and maintenance of EDI systems and new trading partnerships
Ensure accuracy and ease of EDI and non-EDI transactions while continually improving process efficacy and upholding process guidelines.
Resolve and troubleshoot failed transactions and issues received by partners that pertain to document transmission, chargebacks, missing segments, and non-compliance.
Communicate updates of confirmed ship dates and any potential extensions needed to the sales team in a timely manner.
Review all new as well as existing routing guides to ensure all customer requests meet and exceed company expectations.
Build and maintain relationships with all wholesale vendor portal management teams.
Create open communication with all internal as well as external departments to provide detailed order management updates.
Create and document all operational processes.
Process customer orders under strict deadlines and communicate effectively any delays in orders.
Resolve order errors while simultaneously working to prevent and reduce discrepancies.
Review reports daily to ensure orders are processed as scheduled and shipment confirmations interface appropriately in multiple systems.
Analyze chargebacks and identify root causes to correct and prevent further issues.
Work closely with testing providers, such as SPS Commerce, to streamline operations

Twelve Month Expectations

Establish and manage EDI reporting, execute on Key Performance Indicators (KPIs) to enhance process visibility
Provide order management support for internal order requests related to PR, HQ/Leadership.
Decrease wholesale vendor chargebacks and improve order visibility
Work with internal tech and systems owners to improve and automate processes
Serve as primary contact for all new and existing EDI implementations and improvement projects.
Document and update EDI mapping specifications, create and maintain operating procedures for effective problem resolution
Ensure compliance with EDI standards and requirements to continually stay updated on industry changes
Support the implementation and maintenance of EDI systems and new trading partnerships

Qualifications

3 - 5 years experience in master data maintenance within a fast-paced, high-growth organization.
Exceptional analytical and conceptual thinking skills
The ability to influence stakeholders and work closely with them to determine acceptable solutions
Excellent technical and communication skills
Experience creating detailed reports and giving presentations
Competency using Microsoft Office Suite, Netsuite+, EDI systems
A track record of following through on commitments
Excellent planning, organizational, and time management skills

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.

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Glossier is a beauty company that lives in NYC, is sold on the internet, and promotes a skincare first philosophy that celebrates beauty in real life.

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.