Order Management Representative

Order Management | Naperville | Full Time | Permanent

Wilton is a global heritage brand with a 95-year history in baking and decorating. As part of the Dr. Oetker family, Wilton aspires to be the most influential and successful cake decorating brand, sparking more ways to create sweeter moments both in the kitchen and the workplace. Learn more about Wilton at www.wilton.com.
 

Description 

Do you excel in dynamic environments, enjoy tackling challenges, and take pride in delivering exceptional customer experiences? As Order Management Representative,  you’ll manage the full lifecycle of customer orders—from purchase order receipt through delivery and invoicing—ensuring accuracy, timeliness, and exceptional service.  Reporting to the Manager, Order Management, you’ll work closely with Sales, Brokers, Distribution, and Inventory teams to keep orders moving and information flowing.

Ingredients 

•    Manage end‑to‑end order processing to ensure on‑time, in‑full, and accurate fulfillment.
•    Monitor inventory and proactively communicate delays, shortages, pricing issues, and shipment updates.
•    Support customer address book maintenance and new customer setups.
•    Provide reporting and support across the business, including open orders, fill rates, cycle times, and seasonal program tracking.
•    Prepare monthly performance metrics for key accounts.
•    Partner with internal teams to identify and implement process improvements.
•    Troubleshoot order issues and resolve customer concerns with urgency and professionalism.
•    Coordinate return authorizations and maintain accurate documentation.
•    Investigate and resolve customer claims and complaints.

Equipment  

•    3+ years of experience managing multiple key accounts in a corporate environment.
•    Bachelor’s degree preferred.

Instructions 

•    Experience with EDI, SAP, and/or ERP systems (implementation experience is a plus).
•    Strong proficiency in Microsoft Office, especially Excel (PivotTables, lookups, formulas, macros, conditional formatting), along with strong analytical capabilities.
•    Exceptional interpersonal skills, including strong written and verbal communication.
•    Strong time‑management, prioritization, and decision‑making abilities.
•    Customer‑first attitude and collaborative approach.
•    Analytical mindset with the ability to interpret and present data.
•    Ability to develop & maintain relationships while collaborating cross-functionally within areas of the business.
•    Demonstration of growth mindset by embracing the qualities of agility, curiosity, accountability, and innovation consistent with Wilton’s Culture Recipe.

Baking Conditions 

•    Professional office environment, sedentary in nature.
•    Routinely use standard office equipment such as (laptop computers, monitors/keyboards, printers, and telephones).
•    Processes information and communicates effectively with others.
•    Ability to travel domestically or internationally as needed.

Rewards 

Pay Transparency Wage Tier*: I

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