Order Management Associate
Order Management Associate
Job Summary:
The Order Management Associate is responsible for entering, tracking, and managing B2B and B2C orders across multiple platforms. This role coordinates closely with fulfillment centers, wholesalers, and internal teams to ensure accurate order processing, timely shipment, and issue resolution while maintaining high data accuracy and customer satisfaction.
Key Responsibilities
Order Management
Enter, track, and confirm B2B and B2C orders via EDI, vendor portals, and Sellercloud
Maintain the orders inbox and ensure timely, accurate communication with wholesalers
Create shipments for DFC orders
Send Vendor Central labels to Canada
Manage the Build.com portal
Monitor order statuses, cancellations, and delivery exceptions and escalate issues as needed
Coordinate with fulfillment centers and 3PLs to ensure on-time shipment and resolution of issues
Reconcile discrepancies between purchase orders, invoices, and shipping records
Maintain accurate order logs and documentation to support accounting and customer service teams
Order Cancellations and Claims
Review Sellercloud cancellation reports daily
Verify shipment and invoice status before processing cancellations
Process cancellation requests for orders not yet shipped to halt fulfillment
Handle credit memos and RMAs
File claims for damaged items
Follow up on claims through resolution and document all status updates
Wholesale Support
Maintain positive relationships with wholesalers
Provide pricing and quotes for wholesale products
Create accounts for new wholesale customers
Process wholesale orders received via website or email
Additional Duties
Perform other duties as assigned
Tools and Systems Used
Help Scout (customer interactions and ticketing)
Sellercloud (order entry and monitoring)
Shopify (order imports from SM Website)
Swiss Madison (product specifications and price checks)
Sales Channels and Integrations
Amazon Seller (EDI)
Amazon Vendor Central (EDI/FTP, API)
Home Depot (EDI/FTP via CommerceHub)
Lowe’s (EDI/FTP via CommerceHub)
Walmart DS and Marketplace (EDI)
Wayfair (EDI)
Overstock (EDI)
Houzz (EDI)
Build.com (FTP)
Menards (manual entry via VBA Excel)
Ferguson (manual import via EZ Cloud)
KBA (manual import via EZ Cloud)
BisonOffice (manual upload)
DFC (manual entry via VBA Excel)
Wholesale orders via SM Website or Help Scout email
Required Skills
Strong analytical and problem-solving skills
Excellent written and verbal communication
Active listening and customer-focused mindset
High attention to detail and data accuracy
Technical proficiency with CRM, ticketing, and order management systems
Strong time management and multitasking skills
Ability to adapt to changing systems, tools, and processes
Key Traits
Detail-oriented and highly organized
Empathetic, patient, and professional
Positive attitude and resilience under pressure
Proactive and solutions-driven
Strong integrity and accountability
Collaborative team player
- Role type
- Administration, Operations, and Support
- Role
- Others
- Locations
- Robinsons Cyberscape Gamma, Ortigas Center, Pasig City
- Work Schedule
- Monday to Friday (9:00 PM – 6:00 AM Manila Time)
- Shifting Schedule?
- false
- Shifts with Daylight Savings?
- true
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.