Job Description

Job Title: Specialist, Order Management – NA

Department: Dealer Sales

Reports To: Manager, Order Management AND Sr Manager, Customer Experience

FLSA Status: Exempt

Location: Nashville, TN (hybrid)

SVP Worldwide is the world’s largest consumer sewing machine company, proudly home to the iconic brands SINGER®, HUSQVARNA® VIKING®, PFAFF®, and CREATIVATE™. Together, our brands represent nearly 500 years of combined leadership, empowering sewists around the world, and shaping the evolution of sewing for generations.

Our purpose is clear: to create, elevate, and celebrate sewists around the world.

With global operations spanning R&D, manufacturing, distribution, and sales, SVP Worldwide brings together heritage craftsmanship and modern innovation to serve a worldwide community of makers.

Our expanding portfolio includes sewing and embroidery machines, accessories and notions, garment care, and creative software — offering meaningful opportunities to innovate, collaborate, and make an impact.

Guided by our values — customer-first thinking, curiosity and creativity, inclusion, and transparency — we’re building a connected, inclusive culture where people can grow their careers while helping define the future of sewing.

POSITION SUMMARY:

The Order Management Specialist is responsible for managing end-to-end order processing and customer support activities to ensure accurate, timely, and compliant fulfillment across multiple channels, including EDI, email, and customer portals. This role serves as a key point of contact for customer inquiries, proactively communicates order status, resolves issues related to shipping and discrepancies, and collaborates with cross-functional teams to support seamless execution. The incumbent maintains accurate documentation, ensures adherence to vendor and customer requirements, monitors trends impacting service delivery, and identifies opportunities to improve processes and enhance the overall customer experience while effectively managing multiple priorities in a fast-paced environment.

RESPONSIBILITIES

Order Processing & Management

• Enter, validate, and process customer orders received via phone, email and contact management system.
• Review orders for accuracy, completeness, pricing, product information and customer specific requirements.
• Coordinate with internal teams to support timely and accurate order fulfillment.
• Utilize business systems and applications such as AS400, Gorgias, Microsoft Word, Excel, Outlook and Warranty Portal.

Customer Service & Issue Resolution

• Respond professionally and promptly to customer service inquiries received by phone call and email.  
• Investigate and resolve order, shipping and product-related discrepancies in a timely and effective manner.
• Identify and escalate recurring customer issues and system concerns to management.
• Identify and recommend process improvements to enhance efficiency as well as customer experience.

Stakeholder Collaboration & Coordination

• Collaborate effectively with other departments to ensure customer satisfaction and to resolve order issues.

Compliance & Documentation

• Accurately document all customer interactions, order updates, and issue resolutions within applicable business systems including Gorgias and JDE.
• Maintain data integrity and ensure proper recordkeeping for audit and reporting purposes.

The Employer retains the right to change or assign other duties to this position.

REQUIREMENTS AND PREFERRED EXPERIENCE:

• Demonstrated experience (2–3 years) supporting order management/order entry, customer service or related processes.

SKILLS, ABILITIES AND KNOWLEDGE:

• Working knowledge of JDE, product identification and customer-specific item setup processes, including customer SKUs.
• Excellent written and verbal communication skills, with the ability to communicate effectively with customers.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced, changing environment.
• Demonstrated ability to work independently and contribute effectively to a high performing team and ability to learn new systems and processes quickly.
• Demonstrated openness to feedback and professional development.

WE OFFER YOU:

• Full benefits package; medical, dental, vision
• 401k plan
• Competitive PTO accrual as well as additional wellness days
• Hybrid work schedule
• Work environment that harbors a culture of collaboration and community
• Learning and development opportunities

PHYSICAL REQUIREMENTS:

You must be able to complete all physical requirements of the job with or without reasonable accommodation, including:

• Occasionally move about inside the office to access filing cabinets, meeting rooms, copier/printer, etc. as well as having the ability to remain in a stationary position most of the time.
• Must be able to communicate effectively through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• Must be able to remain in a stationary position 90% of the time.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

WORK ENVIRONMENT/LOCATION/FLEX ARRANGEMENT:

• SVP Worldwide offers a fast-paced and ever-changing environment. This position will be hybrid – willingness to commute to our office location a minimum of three (3) days a week and work remotely from a home office the other days.
• Works in an office environment and at times may travel for business related meetings or events.
• The worker is subject to being in front of a computer and on the phone throughout the day.

Why You Will Love Being a Part of the SVP Worldwide Team:

We take care of our team! We offer a competitive benefit package including multiple health plan options comprised of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days.

At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.

In The News:

In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP Worldwide’s continued growth and to bring additional financial and operational resources to help accelerate the company’s efforts.

Like what you see? Then come “sew” and grow your career with us!

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