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Team Manager, Order Management

Function: Pricing
Location: , Tolleson, AZ US
Date posted: 4/13/2018 5:00:09 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1035768

Position Summary

  • This role is responsible for leading, coaching and managing a team of furniture order management Associates
  • Manages all talent acquisition activities and performance management activities
  • Lead and manage the activities of the team responsible for order management for nearly $200 Million in furniture sales
  • Track and manage furniture orders
  • Manage work processes ensure orders fulfill timely; open aging order backlog is effectively managed and maintained timely
  • Guide team, make decisions on issue resolution
  • Manage team performance regarding sales forecast/projected billing status for project furniture orders
  • Exercise independent judgment and work collaboratively with sales, operations, analysts, project services teams and vendors to ensure orders fulfill timely and bill on schedule
  • Manage justification and ongoing review of special account assignments
  • May interface with clients
  • Ensure compliance to all company and business practices
  • Collaborate with peers and managers to initiate ongoing process improvement within department and with cross functional impact
  • Provide weekly management status reports and metric updates
  • Participate in bi-annual Operational meetings
  • Present department updates at meetings (as requested)

Primary Responsibilities

  • Supervise, coach and mentor associates to ensure they understand and are aligned with business objectives and department strategy
  • Manage and balance incoming workload across the team to ensure SLA’s are met
  • Ensure associates comply with operating processes and procedures
  • Achieve team and individual performance metrics and SLA’s
  • Trouble-shoot and resolve problems.  Make recommendations on corrective action and follow through
  • Interview and train new associates.  Provide training/overview to furniture new hires regarding operating processes and procedures and engagement protocol for support services
  • Overall responsible to ensure direct reports are managing work through-put to ensure department goals are achieved
  • Makes recommendations to improve upstream and downstream processes and procedures
  • Works closely with Manager and Business Interiors by Staples Continuous Improvement manager to ensure recommendations are aligned across support organization
  • Coordinate implementation of continuous improvement initiatives; monitor and report progress of direct reports
  • Perform as SME on special projects as assigned by Manager or Director
  • Collaborates with peers on operating standards and business operations
  • Work directly with Furniture Sales Directors, Sales Representatives and other Internal teams and outside Vendors to ensure business support requirements are being met, research and resolve issues and develop and own solutions
  • Represent the company as a subject matter expert on furniture support services and execution of services
  • Interview and train new hires. Coach, train and supervise associates on operating processes & procedures
  • Manage direct report performance and conduct performance appraisals
  • Recommend pay actions for direct reports
  • Demonstrate leadership through day to day interactions or on projects with cross discipline managers and with peers by effectively representing the NFSC and Business Interiors by Staples
  • The Team Manager/Supervisor is responsible for executing short, mid and long term business strategy as defined by Director, Furniture Business Operations
  • Responsible for developing solutions to business problems and executing solutions across the team to effect a position outcome for customers and the business
  • Develops work plans, schedules, coordinates implementation
  • Provides coaching and direction to direct reports
Works closely with Manager to ensure results are achieved; working with leadership on process improvements to provide best in class service to our customers



  • Bachelor Degree and /or High School Degree and equivalent experience
  • 5+ years Customer Service; Fulfillment Management or Operations management Experience (preferably in furniture industry)


  • 1-2 Years previous leadership or supervisory experience preferred
  • Knowledgeable and experienced in furniture order fulfillment from quoting, ordering, scheduling, delivery and installation and project closeout
  • Experience with working effectively in a team environment
  • Demonstrated ability to effectively manage multiple priorities and meet deadlines
  • Demonstrated ability to train others on job requirements
  • Ability to effectively coach and lead others
  • Strong computer literacy and skills. (Previous experience working with an Enterprise Order Management System, understands mid-level interface between systems.)
  • Strong interpersonal skills across various levels in an organization
  • Highly organized
  • Self-motivated
  • Strong computer skills; Comprehensive knowledge and experience in MS Office Platform (Word, Excel, Powerpoint) and working within an Enterprise Order Management System,


Additional Information

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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