Associate, Order Management & Logistics

Role Summary

The Order Management & Logistics Associate serves as a critical liaison between The Topps Company and its Hobby, Retail, and Breaker channel customers. This role is responsible for executing the end-to-end order-to-cash process — including order entry, payment resolution, returns processing, billing, and dispute management — while ensuring timely and accurate delivery of product and a superior customer experience.

Duties & Responsibilities

• Serve as the primary point of contact for internal Sales teams and external customers across the Hobby, Retail, and Breaker channels.
• Manage full-cycle order processing within Oracle EBS, including order entry, validation, allocation review, and shipment execution.
• Monitor order schedules, mass bookings, and release calendars to ensure all shipments align with inventory availability and customer delivery requirements.
• Ensure product allocation accuracy, proactively resolving potential oversells or fulfillment discrepancies.
• Collaborate cross-functionally with Sales, Account Managers, Vendors, and Logistics to resolve shipment delays, order discrepancies, and allocation issues.
• Facilitate customer returns, cancellations, and refunds with accuracy and timeliness, ensuring full reconciliation and credit processing.
• Monitor credit holds and payment failures, collaborating with AR and Sales to resolve outstanding balances and prevent order disruptions.
• Provide real-time updates on order status, tracking details, and delivery timelines to both internal stakeholders and external customers.
• Handle escalations related to fulfillment, payment issues, or urgent order-related concerns with professionalism and urgency.
• Coordinate with warehouse teams and co-packers to prioritize and manage time-sensitive, bulk, or high-value shipments.
• Oversee return logistics including the issuance of FedEx call tags and return labels to streamline reverse logistics and minimize processing delays.
• Ensure all orders comply with internal service level expectations and external customer requirements.

Skills and Qualifications

• High School Diploma required; associate degree or equivalent preferred.
• Minimum 3 years of experience in order management, logistics, supply chain, or customer service.
• Proficient in Oracle EBS or similar ERP systems; knowledge of WMS and OMS platforms a plus.
• Strong working knowledge of Microsoft Excel and Office Suite (e.g., pivot tables, lookups, data reconciliation).
• Highly customer-focused with proven ability to deliver prompt and professional service.
• Strong organizational and analytical skills, with ability to manage multiple priorities in a fast-paced environment.
• Exceptional communication (verbal and written) and interpersonal skills.
• Demonstrated ability to problem-solve, escalate thoughtfully, and follow through on resolution.
• Ability to work independently while also contributing as a collaborative team member.

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