Manager, Order Services

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Job Overview:
We are looking for a detail-oriented and efficient Manager, Order Services to join our team. The ideal candidate will be responsible for processing customer orders in a timely and accurate manner. The Manager, Order Services plays a crucial role in the order fulfillment process, working closely with sales, ticketing, and fulfillment teams to ensure smooth and efficient operations.

Key Responsibilities:

• Order Processing:

  • Receive and process customer orders from various channels accurately and efficiently.

  • Input order information into the order management systems (TDPOS and TPS), ensuring accurate details such as customer information, product descriptions, quantities, and shipping instructions.

  • Verify product availability and stock levels to ensure orders can be fulfilled without delay.

• Inventory Management:

  • Coordinate with the inventory team to confirm stock levels and availability of products for order fulfillment.

  • Communicate any issues with ticketing team to ensure inventory is available as booked or replacements can be made available.

• Order Review & Quality Control:

  • Review orders for accuracy, completeness, and pricing before processing to prevent errors or delays.

  • Handle order changes, cancellations, or adjustments as necessary, ensuring customer satisfaction.

• Customer Communication:

  • As needed, assist customers with order inquiries, status updates, and any issues related to their orders (e.g., delivery dates, missing items).

  • Respond promptly to customer inquiries regarding order status or changes, providing excellent customer service.

• Internal Teams Communication:

  • Oversee internal sales and support Slack channels to ensure questions regarding inventory and order adjustments are responded to in a timely & accurate manner.

• Documentation & Reporting:

  • Maintain accurate and organized records of orders, changes, and related documentation.

  • Update internal systems with any changes or updates related to orders and shipments.

• Process Improvement:

  • Identify opportunities for streamlining order processing workflows and improving order accuracy and efficiency.

  • Collaborate with other teams to address order-related issues and implement process improvements.

• Team Management:

• Manage a team of 2 order processors to ensure all business hours are staffed, order are processed correctly and in a timely manner, and best practices are followed.

Qualifications:

• High school diploma or equivalent (Bachelor’s degree in Business, Supply Chain, or a related field is a plus).

• Proven experience in order processing, data entry, or customer service (1-2 years preferred).

• Proficient in using order management software.

• Strong attention to detail and accuracy with the ability to handle multiple orders simultaneously.

• Excellent organizational and time-management skills.

• Good communication skills, both written and verbal, with the ability to interact professionally with customers and internal teams.

• Ability to work in a fast-paced, high-volume environment.

Preferred Qualifications:

• Experience in order processing, especially in a retail, manufacturing, or e-commerce setting.

• Knowledge of inventory management practices and systems.