Repair Center Order Management Specialist

About the role

This role involves high-touch order processing with limited automation, requiring strong coordination, data accuracy, and cross-functional follow-ups. This role is critical to ensure smooth day-to-day operations while supporting the repair center.

Responsibilities

• Look up service order number in NSA and provide it to WH for any of the TV received without a service order number.
• Acknowledge receipt of the customer's products in the CRM system and verify the customer's name and service order number with the product receiving form.
• Check NSA/CRM system for any instructions from the call center regarding the customer's request or the TV's status. Inform the technicians if necessary.
• Note in the repair report whether the TV to be shipped back or to be returned to inventory.
• Print out the service orders or the repair reports form, then handle them to WH.
• Write the advance exchange number in the repair report to ensure the TV is placed into inventory after being repaired.
• Update and file all the repair reports in the CRM system within 2 days.
• Send repair report to process a refund for the customer if necessary.
• Cross-check and ensure all NSA notation from the call center to repair team are followed by the repair team.
• Process exchange if needed.
• Receive parts request from technicians and place order through the CRM system. Track and follow up on all orders to ensure timely delivery.
• Verify received parts for accuracy, label them clearly and organize them on shelves.
• Update all repair statuses in excel.

Qualifications

• Associate's degree or higher
• 1–3 years of experience in operations, order management, supply chain, retail operations, or similar hands-on roles
• Strong attention to detail and ability to manage high-volume, repetitive tasks with accuracy
• Must have knowledge of SAP/CRM and Excel skills
• Ability to create reports and order management to track open orders from system (on-time closed) and data analysis
• Strong written and verbal communication skills
• Must have time management and prioritization skills
• Self-starter, detail-oriented and goal-driven
• Ability to work in extensive manual work environment