Title: Order Manager

Department: Order Management

Reports To: Project Delivery Manager

Summary

Responsible for managing the full sales order fulfillment process, from order entry through punch list resolution and close-out. Provides support for sales personnel, ensures accuracy in order processing, and delivers timely, high-quality service to customers. Coordinates order entry, order management, factory interface, and order close-out.

Responsibilities and Duties

Order Management

Review approved orders in operating system for basic information, accuracy, and completeness, ensuring costing is accurate to project quotes and vendor quotations, requesting updates and revisions from sales as necessary

Issue purchase orders to all vendors via electronic interface with Order Management standards and timelines

Perform a double check of vendor acknowledgements against order; resolve any discrepancies, communicating known discrepancies to Accounts Payable prior to invoice arrival

Follow-up with manufacturer(s) to escalate exceptions to customer requested installation dates, submit vendor shipping schedules, confirm shipping dates and ensure dates in operating system are accurate at all times

Proofs orders for accuracy and completeness (ship-to, bill-to, contract numbers, etc.).

Enters orders into the system and issues purchase orders to manufacturers.

Order Management

Prepares and issues work order packets to operations.

Provides scheduling information to the dispatcher.

Creates service quotes for deliveries, small orders, and large projects when required.

File Control: Maintains complete and up-to-date master sales order and work order files.

Sales Team Support

Distributes order information to internal and external stakeholders (sales staff, operations, customers).





Reviews order acknowledgments; resolves discrepancies with manufacturers; communicates acknowledgments and shipping dates to customers.

Verifies receiving information from operations, resolves discrepancies, and updates the sales order system.

Prepares and issues customer invoices, ensuring alignment with purchase orders.

Manages punch list/warranty orders and follows up to ensure timely completion.

Processes chargeback requests/debit memos for warranty or deficiency service calls

Upon completion of the installation, work with Service Manager to replace or correct any product deficiencies, discussing with the appropriate salesperson and/or submitting warranty claims to the manufacturer or ordering replacement product while maximizing cost-efficiencies

Project/Account Coordination

Initiates and oversees deliveries and small installations; provides order management for all projects.

Analyzes order requirements, defines scope of work, requests service pricing, and schedules work with the dispatcher.

Coordinates with factories on order status, lead times, manufacturing reservations, special/custom requirements, and C.O.M. details.

Communicates with customers regarding schedules, site requirements, and project parameters.

Oversees shipping coordination and monitors delivery/installation completion.

Sales/Work Order Close-Out

Collects and files customer signoffs for all assigned orders.





Issues final invoices for products and services.

Resolved punch Lists by ordering product and initiating work orders and completion

Client Support and Service

Communicates with customers regarding order status, punch list resolution, and delivery/installation scheduling.

Provides timely clarifications and resolves customer inquiries related to orders.

Reception front desk coverage support as needed, in the showroom and over the phone, providing hospitality while in our facility

Prepare and send client invoices for product delivered and work performed

Maintain ongoing communication with internal team to assist in customer experience

Maintain ongoing communication with clients regarding order fulfilment, deposit requests, purchase and deficiency resolution milestone progress and completion

Manage and communicate client-specific product inventory levels through McCrum’s Asset Management program; participate in timely physical inventory counts

Qualifications

Previous experience in systems furniture and/or office interiors procurement is preferred

Advanced computer skills are required as this role is highly technical in nature. The ability to quickly learn new software is required for success within this role. McCrum’s may test applicants to verify skillset.

Proficiency, speed and accuracy in both Microsoft Office 365 and Adobe Acrobat Pro is required

Experience in project management, ERP software, and CET Storyboard is considered an asset

Must have the ability to maintain professionalism and balance multiple competing priorities while working in a cooperative team environment

Keen attention to detail is required as this role involves reviewing for accuracy and performing regular self-checks on your work

📌 Order Manager (Canada)
🏢 McCrum's Office Furnishings
📍 Canada