Order Management Specialist
Caffrey & CompanyCaffrey & Company ORDER MANAGEMENT SPECIALIST About the Role: The Order Management Specialist manages client orders from purchase through final delivery and plays a key role in the overall Caffrey & Company client experience. This person is highly organized, detail-oriented, proactive, and an exceptional communicator. Great order management goes beyond tracking dates and shipments. It means keeping clients informed, anticipating questions, identifying potential problems early, responding with urgency when something changes, and continually thinking about how our processes can better serve our clientele. Core Responsibilities • Manage client orders throughout the purchase order lifecycle, including production, shipping, receiving, delivery, and issue resolution. • Serve as a primary point of contact for clients regarding order status, estimated completion dates, shipping, receiving, and delivery updates. • Proactively communicate meaningful updates to clients rather than waiting for clients to request information. • Respond to client questions promptly and professionally, even when additional research is needed before providing a complete answer. • Communicate delays, changes, damages, discrepancies, and other time-sensitive information with an appropriate sense of urgency. • Track open orders closely and follow up consistently with vendors, freight partners, and receivers for updates and outstanding information. • Identify potential issues early, take ownership of next steps, and drive problems toward resolution. • Manage damages, RAs, replacement orders, shipment discrepancies, and applicable credits through completion. • Maintain accurate order notes, documentation, and internal status information. • Partner closely with the showroom team to ensure smooth handoffs, clear communication, and a consistent client experience. Process Improvement & Ownership • Regularly evaluate order management processes through the lens of the client experience. • Identify communication gaps, recurring issues, inefficiencies, or friction points that affect clients or the internal team. • Proactively recommend improvements to workflows, communication practices, documentation, and handoffs. • Identify when a process isn’t working and help develop practical solutions that improve how we work, rather than simply working around the problem. • Stay forward-thinking about how the order management function should evolve as Caffrey & Company grows. What We Value • Exceptional written and verbal communication • A genuine commitment to the client experience • Strong sense of urgency, accountability, and follow-through • Excellent organization and attention to detail • Proactive problem-solving and sound judgment • Ability to anticipate needs and next steps • Confidence in communicating difficult information with professionalism and empathy • A forward-thinking mindset and willingness to improve existing processes • Collaborative, flexible approach to supporting the broader showroom team • A great teammate who shows up for the team each day. Be dependable, communicate openly, lend a hand when needed, share what you know, own your mistakes, and help the people around you succeed Qualifications • Experience in order management, project coordination, logistics, customer service, luxury retail, interior design, or another high-touch service environment preferred • Experience managing multiple clients, projects, or orders simultaneously • Excellent written and verbal communication skills required • Strong Apple computer skills and ability to learn new systems quickly- prior NetSuite knowledge is a bonus! Salary range: $68,000–$73,000 per year, based on experience.