Order Management Specialist

Order Management Specialist
Location: Office-based, Hayes, Middlesex
Salary: £30,000 per annum + benefits
Hours: 40 hours per week, Monday to Sunday (between 08:00 – 19:00)


The Role
We are looking for a highly organised and customer-focused Order Management Specialist to manage consumer-facing orders from placement through to delivery. This role plays a key part in ensuring a smooth customer experience, maintaining accurate order data, and resolving delivery or stock-related issues efficiently.

You will act as a subject matter expert within your area, working closely with the Customer Service Manager to identify process improvements and support continuous operational excellence.


Key Responsibilities


Process and manage consumer orders from placement through to delivery
Maintain and manage the open order book, including push-outs, pull-ins, and error orders
Monitor deliveries, chase PODs, and provide tracking information to customers
Handle out-of-stock notifications and amend orders as required
Respond to customer enquiries via phone and live chat, resolving issues efficiently
Maintain accurate records and notes within D365
Liaise with internal teams to resolve order, stock, and delivery issues
Complete regular reporting and administrative tasks
Support cross-training and provide cover within the team when required Skills & Experience Required


Proven experience in Order Management, Customer Service, or Supply Chain Operations
EDI experience (understanding EDI transactions, order flows, and troubleshooting errors)
Strong Excel skills, including the ability to confidently use VLOOKUPs and Pivot Tables
Excellent attention to detail with strong administrative and organisational skills
Ability to investigate customer issues, identify root causes, and deliver effective solutions
Outstanding verbal and written communication skills
Ability to work independently, within a small team, and as part of a wider organisation
Confident in maintaining accurate system notes and working with order management systems (e.g. D365)
Adaptable, proactive, and open to change and process improvement
Experience producing or delivering training materials for colleagues is desirable
Comfortable working a rotating schedule including weekends
Reporting & Location


Reports to: Customer Service Manager
Location: Office-based role at the Hayes, Middlesex office Benefits


Competitive salary of £30,000
Additional company benefits