Job Description

About BRG Group

Over the past 80+ years BRG Group has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. BRG Group enhances people's lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they'd thought possible in their own home and ultimately allowing them to "Master Every Moment".

A career at BRG Group is truly a one-of-a-kind experience. It's more than working for a global leader; it's an opportunity to be a part of something that impacts people all over the world.

About the role

About the role:

The Operations Manager, Order Management plays a key role in leading the order management teams across the U.S., Canada, and Mexico. This position drives accuracy, efficiency, and compliance in order fulfillment and claims management while ensuring customer satisfaction through proactive communication, team leadership, and process improvement. The successful candidate will align operational execution with company sales strategies to achieve service excellence and revenue goals.

• Oversee order processing and fulfillment performance to ensure accuracy, timeliness, and alignment with vendor compliance and expectations.
• Lead the chargeback and claims management process, ensuring all claims are submitted and resolved within vendor timelines.
• Analyze customer scorecard data to identify trends, develop corrective actions, and improve KPIs through process optimization.
• Serve as the main operational contact for sales, logistics, and customers across North America, ensuring timely and accurate communication.
• Partner cross-functionally with Sales, Planning, Logistics, and Finance to resolve fulfillment barriers and improve order flow.
• Coach, develop, and motivate the order processing team to achieve fulfillment accuracy and continuous improvement goals.
• Evaluate and refine existing order management and ERP (D365) workflows to enhance visibility, automation, and reporting efficiency.
• Drive a team culture of accountability, collaboration, and customer-first service excellence.

Requirements:

• Bachelor’s degree in Business, Supply Chain, or related field; or equivalent experience.
• 5-10 years of experience managing order processing, operations, or supply chain teams.
• Proven experience working with major retailers (Amazon, Best Buy, Target, etc.) and understanding of vendor compliance requirements.
• Knowledge of organizational effectiveness, customer service management, and process improvement principles.
• Experience managing remote teams across multiple regions (U.S., Canada, Mexico).
• Strong leadership, communication, and analytical skills with the ability to prioritize effectively.
• Proficiency in Microsoft Office (Excel, Outlook, Word) and familiarity with ERP/EDI tools such as Microsoft Dynamics 365.

Preferred Qualifications

• Experience with chargeback and scorecard management for major retailers.
• Working knowledge of 3PL, EDI and TMS systems.
• Advanced proficiency in Microsoft Dynamics 365 or similar ERP systems.

What Success Looks Like

• ≥ 98% order fulfillment accuracy and on-time delivery across regions.
• Zero missed claim dispute deadlines and reduced chargeback losses quarter over quarter.
• High-performing team recognized for proactive communication and customer-first culture.
• Implementation of measurable process improvements that increase accuracy and efficiency.

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