FLSA Status: Exempt

This position owns the end-to-end life cycle of all special orders, including custom embroidery, screen printing. spirit wear, and staff apparel programs. The Special Orders Operations Manager serves as the primary point of contact for schools, parents, staff members, vendors. decorators, and suppliers-providing exceptional bilingual (English/Spanish) service while ensuring operational excellence, accuracy, and on-time delivery.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

Client & School Relations

• Manage all student and staff special orders from intake through fulfillment.
• Serve as the primary point of contact for schools, parents, staff members, vendors, decorators, and suppliers.
• Deliver exceptional bilingual customer service in English and Spanish.

Operations

• Coordinate special order workflow across Sales, Customer Service, Production, Inventory, Logistics, and Business Operations.
• Monitor order status, production schedules. shipping timelines,
• and delivery commitments.
• Ensure accuracy of sizing, customization, artwork, quantities, and delivery details.
• Resolve escalated order issues proactively and efficiently.

Vendor & Supplier Management

• Coordinate purchasing activities with approved vendors and decorators. Manage communication regarding artwork, proofs, production schedules, inventory availability, and delivery dates.
• Build and maintain strong vendor relationships to ensure quality and reliability.

Project Coordination

• Ensure every special order progresses accurately through each operational milestone.
• Maintain detailed order documentation and communication logs. Collaborate with internal teams to prioritize and meet deadlines. Identify process improvement opportunities to enhance efficiency and the customer experience,

Preferred Experience

• Experience in the apparel, uniform, or promotional products industry. Experience managing custom decoration orders (embroidery, screen printing, etc.).
• Experience working with schools, parents, or educational organizations.
• Experience with Shopify (desired but not required)
• NetSuite (preferred)
• Shopify (desired but not required)
• Microsoft 365 (Excel. Outlook, Teams)
• Order Management Systems
• Shipping & Logistics Platforms (UPS, FedEx, etc.) CRM Software

Qualifications & Skills

• 5+ years of experience in operations, logistics, account management. special orders. project coordination, or customer operations. Bilingual (English/Spanish) required.
• Outstanding written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Experience coordinating with multiple departments simultaneously. Ability to manage competing priorities in a fast-paced environment. High attention to detail and commitment to accuracy.
• Strong project management and organizational skills.
• Excellent communication and interpersonal skills.
• Problem solver with the ability to think ahead and take initiative. Proficient in Microsoft 365 (Outlook, Word, Excel, Teams). Strong analytical skills with a focus on continuous improvement. Ability to remain calm and solution-focused under pressure.

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to lift and move boxes or materials up to 25 pounds occasionally.
• Ability to organize and distribute materials as part of order fulfillment.

Work Environment

• Primarily office-based with occasional travel to vendors or distribution locations.
• Periodic evening or weekend hours may be required during peak ordering seasons.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Duties may be modified or assigned as needed to meet organizational needs.