Repair Center Order Management Specialist

Job Summary

We are seeking a detail-oriented and execution-focused Order Management Specialist to support a fast-paced repair center. This role involves high-touch order processing with limited automation, requiring strong coordination, data accuracy, and cross-functional follow-ups. This role is critical to ensure smooth day-to-day operations while supporting the repair center.

Key Responsibilities

• Look up service order number in NSA and provide it to WH for any of the TV received without a service order number.
  
• Acknowledge receipt of the customer's products in the CRM system and verify the customer's name and service order number with the product receiving form.
• Check NSA/CRM system for any instructions from the call center regarding the customer's request or the TV's status. Inform the technicians if necessary.  Note in the repair report whether the TV to be shipped back or to be returned to inventory.
  
• Print out the service orders or the repair reports form, then handle them to WH.
• Write the advance exchange number in the repair report to ensure the TV is placed into inventory after being repaired.
• Update and file all the repair reports in the CRM system within 2 days.
• Send repair report to process a refund for the customer if necessary.
• Cross-check and ensure all NSA notation from the call center to repair team are followed by the repair team.
• Process exchange if needed.
• Receive parts request from technicians and place order through the CRM system. Track and follow up on all orders to ensure timely delivery. Verify received parts for accuracy, label them clearly and organize them on shelves. 
• Update all repair statuses in excel.

Qualifications

• Associate's degree or higher
• 1–3 years of experience in operations, order management, supply chain, retail operations, or similar hands-on roles
• Strong attention to detail and ability to manage high-volume, repetitive tasks with accuracy
• Must have knowledge of SAP/CRM and Excel skills
• Ability to create reports and order management to track open orders from system (on-time closed) and data analysis
• Strong written and verbal communication skills
• Must have time management and prioritization skills
• Self-starter, detail-oriented and goal-driven
• Ability to work in extensive manual work environment
  

Hisense USA is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, or genetic information. We comply with all applicable laws regarding equal employment opportunity and affirmatively seek to recruit, develop, and promote qualified individuals from diverse backgrounds. Our company is committed to providing a work environment that is free from discrimination, harassment, and retaliation. We encourage applicants of all ages, races, ethnicities, religions, genders, sexual orientations, and abilities to apply for employment with our company.