B2B Order Management Specialist

Company Description

At TRUEWERK, we believe craftsmanship is a mindset that should be applied to every endeavor. We value precision in the details, discipline in the process, and a commitment to excellence whether we’re building a house or a spreadsheet.

We believe the people whose skilled, physical work keeps our society running deserve gear that mirrors the tremendous value they create. We meticulously design, test, and refine every product to optimize performance and reflect the pride and professionalism of the people who rely on it.

We serve customers across the U.S. and Canada through TRUEWERK.com, Amazon, and a growing network of retail and enterprise partners. Backed by a dedicated team of about 50 employees and a strong growth trajectory, we’re building a company – and a culture – grounded in performance, integrity, and continuous improvement.

Job Description

Join TRUEWERK’s growing B2B business and become the operational engine behind exceptional customer experiences. As our B2B Order Management Specialist (Sales Operations Coordinator), you'll own the journey of wholesale and enterprise orders from initial submission through final delivery, ensuring every order is accurate, on time, and seamlessly executed. This role sits at the center of our Sales, Operations, Customer Experience, and Fulfillment functions, giving you the opportunity to make a visible impact across the business.

We're looking for someone who enjoys solving problems, creating order from complexity, and building strong relationships. You'll work directly with customers, internal partners, warehouses, and logistics providers to keep orders moving, proactively communicate updates, and resolve challenges before they become issues. Every day brings a mix of coordination, analysis, customer interaction, and process improvement.

This is an excellent opportunity for an organized, detail-oriented professional who wants to grow their career in sales operations, customer operations, supply chain, or account management within a fast-growing consumer brand. If you thrive in a collaborative environment, enjoy improving processes, and take pride in delivering an outstanding customer experience, you'll have the opportunity to make a meaningful impact while helping scale one of the most innovative brands serving the skilled trades.

ROLE & RESPONSIBILITIES

Order Processing and Tracking 

• Serve as the subject matter expert to our Team, partners, and customers for accurate, relevant order information
• Serve as the primary point of contact for entering and tracking B2B sales orders, ensuring accurate and timely processing from order entry through delivery
• Utilize NetSuite to manage customer account data and sales orders, overseeing the full order lifecycle, including inventory transfers, shipping through 3PL partners, and final delivery tracking
• Monitor and manage backorder reports to ensure items are released and invoiced promptly upon availability

Communication and Coordination 

• Maintain consistent, timely, and proactive communication with internal groups, partners, vendors, and customers to keep orders moving efficiently
• Act as the main liaison between Sales and relevant stakeholders for all order management inquiries
• Proactively communicate with customers by sending order confirmations and tracking information to ensure accurate and on-time delivery
• Collaborate closely with the fulfillment group to ensure accurate and timely order processing and shipment

Customer Satisfaction and Support 

• Provide exceptional customer service to support repeat business and reinforce TRUEWERK’s position in the performance workwear industry
• Resolve order-related issues, discrepancies, or delays with urgency, working cross-functionally to identify and implement solutions
• Maintain accurate, up-to-date records of orders, shipments, and communications within order management systems
• Help Identify process gaps and contribute to continuous improvement initiatives to enhance efficiency and customer satisfaction
• Stay informed on stock levels, shipment status, and other relevant details to provide accurate updates to customers and internal groups

Qualifications

Must Have

• Recent experience in B2B or wholesale operations supporting complex order requirements; 3+ years in similar role(s) preferred
• Strong understanding of order fulfillment and inventory management
• Proficiency with an ERP or order management system (we use NetSuite) and vendor compliance portals (NuOrder, SPS Commerce, or CommerceHub)
• Advanced spreadsheet skills (Google Sheets, Microsoft Excel)
• Experience tracking items or workflows