Order Management & Customer Service Specialist

SIMKHAI; West Hollywood (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA

401(k)

PTO

Clothing allowance

Employee discount

Job summary

SIMKHAI is seeking a detail-oriented Order Management & Customer Service Specialist to support the full lifecycle of customer orders across the business, ensuring accurate, timely execution and high service standards. This role acts as a liaison between Sales, Planning, Logistics, Retail Operations, Finance, and 3PL partners.

You will manage order processing, allocations, EDI, shipping coordination, returns, and data accuracy.

Qualifications

• Minimum 4+ years in order management or related function in fashion industry.
• Experience with ERP/OMS systems (NetSuite, NuOrder, JOOR, Shopify).
• Strong data accuracy, ownership, and cross-functional collaboration.
• Able to handle high pace and prioritize with attention to detail.

Responsibilities

• Process and maintain customer orders with accurate data prior to release.
• Validate account setup and escalate order discrepancies before fulfillment.
• Coordinate with Planning to validate inventory and allocations.
• Communicate order status, delays, and backorders to stakeholders and customers.
• Support pick/pack/ship activity with Logistics and 3PL teams.
• Manage returns, credits, and adjustments with Finance as needed.

Skills

Order management

Customer service

Cross-functional collaboration

Attention to detail

Communication

Tools

NetSuite

NuOrder

JOOR

Shopify

Job description

SIMKHAI is searching for a detail-oriented and proactive Order Management & Customer Service Specialist to support the full lifecycle of customer orders across the business and ensure accurate, timely execution and a high level of service. This role serves as a key liaison between Sales, Planning, Logistics, Retail Operations, Finance, and our 3PL/warehouse teams, supporting order processing, allocation, EDI, shipping coordination, compliance, returns, and issue resolution. The Specialist is responsible for maintaining accurate order and customer data, proactively identifying exceptions, and helping ensure orders are released and fulfilled accurately and on approved terms.

Key Responsibilities:

Order Management & Allocation

• Process and maintain customer orders with precision, ensuring accurate customer, product, quantity, pricing, ship-to/bill-to, terms, and delivery information prior to release.
• Validate customer account setup and order requirements; identify and elevate exceptions related to account information, payment/credit status, pricing, ship dates, quantities, or other order discrepancies before fulfillment.
• Coordinate with Planning to validate inventory availability, execute allocations and allocation adjustments, and support order prioritization based on approved business needs.
• Monitor orders throughout the fulfillment cycle and proactively communicate order status, delays, shortages, substitutions, backorders, and other exceptions to internal stakeholders and customers as appropriate.
• Partner with Logistics and warehouse/3PL teams to prioritize pick/pack/ship activities, resolve fulfillment discrepancies, and support on-time, in-full delivery.
• Support resolution of allocation conflicts and order exceptions, escalating material issues as arise.

EDI & Customer Compliance

• Monitor EDI transactions to ensure orders, ASNs, invoices, and other required documents are transmitted and received accurately and on time.
• Maintain accurate customer routing, labeling, packaging, ticketing, and compliance requirements and coordinate with Logistics/3PL teams to ensure execution.
• Identify and help resolve EDI errors, PO mismatches, routing issues, and other compliance exceptions before shipment whenever possible.
• Review chargebacks and compliance deductions, coordinate supporting documentation, and assist with disputes and root-cause tracking to reduce recurring errors.

Customer Service & Communication

• Set up and maintain accurate customer profiles and order-management data to support automation and efficient order processing; regularly audit data for quality and completeness.
• Act as a primary point of contact for order-related inquiries, providing timely and professional updates on orders, shipments, returns, substitutions, and backorders.
• Collaborate cross-functionally with Sales, Retail Operations, Planning, Logistics, and Finance to support order changes, customer requests, and issue resolution.
• Process internal order requests and other order-management transactions as needed.

Returns & Credits

• Manage return authorization workflows and coordinate with Logistics and warehouse/3PL teams to ensure returns are received and processed accurately and within established timelines.
• Prepare and process credits and adjustments accurately and in a timely manner, partnering with Finance where required.
• Maintain visibility to open returns, discrepancies, and customer issues through resolution.

Reporting, Systems & Process Improvement

• Maintain accurate and up-to-date records in ERP, OMS, EDI, and related systems, ensuring order integrity and consistency across platforms.
• Track and report weekly and monthly shipping progress against shipping goals, identifying risks and following up on open orders to help ensure shipping targets are met.
• Generate and distribute regular order, allocation, EDI exception, and open-issue reporting to support operational visibility.
• Monitor recurring order, allocation, EDI, compliance, and customer-service issues and support root-cause analysis and corrective actions.
• Follow established SOPs and controls and identify opportunities to improve order accuracy, automation, operational efficiency, and customer experience.

Qualifications:

• Must have minimum 4+ years of experience in order management, customer service, sales operations, or a related function, preferably in contemporary or luxury apparel, footwear, or accessories.
• Must have demonstrated strong understanding of order lifecycle management, allocation, EDI transactions, and customer compliance requirements.
• Must have experience working with ERP and order management systems (e.g., NetSuite, NuOrder, JOOR, Shopify, or similar platforms).
• Must have exceptional organizational skills with high attention to detail and a strong sense of ownership and follow-through.
• Must habe clear and professional communication skills with a customer-first and solutions-oriented mindset.
• Must have ability to work cross-functionally, manage multiple priorities, and thrive in a fast-paced, deadline-driven environment.

• medical, dental, vision, FSA, 401(k) and PTO
• Additionally, we offer a generous clothing allowance and 50% employee discount off retail

About Us:

SIMKHAI is a luxury American fashion house where modern sensuality meets timeless luxury. Founded in 2010 by designer Jonathan Simkhai, SIMKHAI redefines the contemporary wardrobe, transforming essentials into statements through innovative techniques and enduring design.

In the SIMKHAI studio, Jonathan and the design team bring creative visions to life with precision and artistry. Each collection is designed for celebr ating life’s defining moments and elevating the everyday. enduring design. As SIMKHAI continues to evolve, its dedication to craftsmanship and innovation remains unwavering, ensuring every piece reflects the brand's modern spirit and timeless appeal.