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Form of workJob Description
Department: Customer Service / Dealer Order Management
Reports To: Customer Service Manager
FLSA Status: Nonexempt
Location: Nashville, TN
SVP Worldwide, the world’s largest consumer sewing machine company, has an immediate full time Order Management Specialist position available. The company and its three iconic brands - SINGER®, HUSQVARNA VIKING®, and PFAFF® - have delighted consumers for over 170 years. These premium brands and products are regarded as the choice for serious sewists and novice crafters.
The global sewing machine industry is experiencing renewed growth, expected to grow at 6.7% annually. With a product portfolio inclusive of sewing machines, accessories, notions, garment care products, and software, it is an exciting time to join and grow a career with us!
The global corporate headquarters is located near Nashville, TN (USA) and is supported by regional headquarters/sales offices in Milan (Italy), and Mexico City (Mexico). Combined with 170+ US retail stores in 36 states, manufacturing facilities across Asia and Latin America, multiple R&D centers, a software development center in Europe, and a global supply chain with distribution centers in all regions, we are proud to reach consumers in more than 25 countries on five continents.
SVP Worldwide continues to weave our culture into the fabric of our team members by living out our core values of Integrity,Trust, Teamwork and Customer Focus. As our industry continues to grow, there are vast opportunities for new team members who share our commitment to delivering the world’s finest sewing products, services and overall customer experience. Explore current career openings at SVP Worldwide locations around the world, right here and now.
The Order Management Specialist will work under the direction of the Customer Service Manager.
Job Responsibilities
Enter and process dealer orders received by phone calls and emails.
Address dealer concerns regarding shipping delays, misships or damaged goods.
Process returns or exchanges based on dealer’s requests and company policies.
Communicate with dealers regarding order status updates using email or phone.
Effectively works with other departments to ensure customer satisfaction and to resolve order issues.
Professionally handles phone calls and email requests from dealers, and ensures issues are resolved promptly and effectively
Maintain composure and professionalism at all times.
Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
Documents all interactions through the contact management system.
Participates in a team environment.
Communicate effectively, positively, professionally, and respectfully.
Report trends impacting dealer inquiries and systematic concerns to management.
Multi-task and prioritize multiple assignments.
Maintain product and brand knowledge.
Utilize AS400, SalesForce, Parts Charts/Schematics and Warranty Portal.
Navigate systems to provide status updates in regards to dealer orders.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
You Bring (put requirements/qualifications):
2-3 years of experience in Order Entry / Order Management to include all aspects of order processing. This includes everything from entering new orders to inspecting shipments to managing customer satisfaction and more.
Good organizational skills.
Knowledge of JDE preferred.
We Offer You:
A top-notch application spanning multiple platforms
Cutting edge technology
A team of aces to work with
An open mind for new ideas and methodologies
You will need to be able to complete all physical requirements of the job with or without a reasonable accommodation, including:
Occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc as well as have the ability to remain in a stationary position 90% of the time
Communicate effectively with dealers through multiple forms of technology, including telephone and computer. Must be able to receive and convey information
The Employer retains the right to change or assign other duties to this position.
Work Environment/Location/Flex Arrangement:
SVP Worldwide offers a fast-paced and ever-changing environment. As part of our Flexible Workplace Policy, this position will be hybrid based in Nashville, TN.
Why You Will Love Being a Part of the SVP Worldwide Team:
We take care of our team! We offer a competitive benefit package including: multiple health plan options comprising of vision and dental plans, 401K plan, life insurance, disability insurance, pet insurance, parental leave, generous employee discounts and paid time off benefits including wellbeing days.
At SVP Worldwide, we celebrate diversity, equity, and inclusion and strive to employ a unique workforce that is reflective of our consumers across the globe. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.
SVP Worldwide is an equal opportunity employer and makes employment decisions based on merit and qualifications. SVP Worldwide prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.
In The News:
In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP Worldwide’s continued growth and to bring additional financial and operational resources to help accelerate the company’s efforts.
Like what you see? Then come “sew” and grow your career with us!
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