The Retail Order Management Associate serves as a critical liaison between The Topps Company and its Retail channel customers, with a focus on supporting the expanding direct retail business for vendors such as Sam's Club and Dick's Sporting Goods (DSG). 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, compliance with retail-specific requirements, and superior customer experience.

Duties & Responsibilities

• Serve as the primary point of contact for internal Sales teams and external retail customers, including direct vendors like Sam's Club and DSG.
• Manage full-cycle retail order processing within Oracle Fusion, including order entry, validation, allocation review, and shipment execution.
• Oversee retail purchase order (PO) evaluation for accuracy, ensuring correct SKUs, quantities, pricing, and packs-per-case conversions before processing.
• Monitor retail order schedules and release calendars to ensure all shipments align with inventory availability, production timelines, and customer delivery requirements.
• Ensure product allocation accuracy for retail orders, proactively resolving potential oversells or fulfillment discrepancies.
• Collaborate cross-functionally with Sales, Vendors, Logistics and Warehouse teams to resolve shipment delays and order discrepancies
• Facilitate retail customer returns, cancellations, and refunds with accuracy and timeliness, ensuring full reconciliation and credit processing.
• Handle escalations related to retail fulfillment or urgent order-related concerns with professionalism and urgency.
• Coordinate load planning for large-scale retail shipments, including full truckload (FTL) and less-than-truckload (LTL) orders, to optimize efficiency and cost.
• Work with brokers, trucking companies, and carriers to schedule and oversee truckload (TL) pickups, ensuring proper routing, transit times, and on-time delivery.
• Ensure compliance with retail EDI standards for direct vendors like Sam's Club and DSG, including setup, validation, and troubleshooting of automated order integrations.
• Partner with warehouse teams to prioritize and manage time-sensitive, bulk, or high-value retail shipments, verifying pickup schedules and labeling requirements (e.g., for GameStop, Lids).
• Ensure all retail orders comply with internal service level expectations, external customer requirements, and vendor-specific guidelines

Skills & 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.

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.