Order Management Specialist

Sleep Number® is the leader in personalized sleep wellness. Backed by almost 40 years of innovation, Sleep Number has helped more than 16 million people achieve their best sleep. We are guided by our purpose – improving lives by personalizing sleep. This is exemplified through our 3,000+ purpose-driven team members who passionately innovate to drive value creation through our fully integrated business model, owning the process from start to finish, and care at every step.

At Sleep Number, you’ll be part of a team redefining what’s possible in sleep, health, and wellness. Backed by world-class research and continued innovation, we create mattresses with adjustable firmness, pressure relief, and temperature-balancing comfort that adapt to customers’ changing needs, night after night, year after year. Our people thrive in a culture where purpose, innovation, and customer experience drive every decision. Join us and help shape the future of sleep wellness.

Job Summary       

The Order Management Specialist is responsible for order fulfillment processes and understands the end-to-end ordering process.  This person engages with cross-functional partners as the order processing expert to provide recommendations for quick decision making.  Additionally, this person understands order impact to the organization and assists in communicating statuses to consumers and internal business partners; workload prioritization and identifying resource needs.

Pay Range: $17.50 - $22.00

Primary Responsibilities and Duties (10+% of time spent)

The following are essential functions of the position:

Order Processing and Exception Resolution 60%

· Responsible for managing Sales and Service orders that are unable to process in the system.

· Subject Matter Expert on order processing systems and provides insight and recommendations to business leaders

Customer Issue Research and Fulfillment Improvement 25%

· Responsible for researching financial disputes and other related customer issues.

· Streamlines processes to support the customer experience for order fulfillment, which may include understanding moderately complex financial and systems issues.

Cross-Functional Coordination and Workload Planning 15%

· Primary communication conduit between Customer Service and key order processing partners including Plants, Bedding Collection team, Home Delivery, Logistics, IT and Materials Management.

· Assists in prioritization of order workload, understands business priorities and impact and identifies resource needs accordingly to meet goals.

Other Responsibilities (<5% of time spent)

The following are non-essential job duties and responsibilities of the position:

• Special projects and other duties as assigned.

Qualifications

Education, Related Experience, Certifications

• Associate’s Degree in Business, Accounting, Finance or Technology preferred
• 2+ years customer service experience with an understanding of the relationship between order processing and the impact on customers  
• Prefer 1+ year Sleep Number experience
• Experience creating queries, analyzing datasets, and translating findings into business recommendations

Knowledge, Skills

• Exceptional attention to detail and accuracy
• Agile, able to shift priorities day to day to meet business needs
• Strong problem resolution skills  
• Proficient with MS Office Suite
• General business acumen, including general understanding of accounting and IT principles
• General understanding of the life cycle of an order
• General understanding of products and components
• Strong written and verbal communication skills, including the ability to deliver difficult messages when warranted
• Time management skills to effectively meet deadlines
• Analytical skills to provide actionable insights into order flow processing

The following are standard physical, mental, and behavioral requirements needed to perform the essential functions of the position. 

• Ability to analyze situations and make sound, timely decisions.
• Ability to convey information and ideas clearly and effectively, both verbally and in writing.
• Ability to maintain focus and composure under pressure and prioritize decisions appropriately.
• Ability to exercise sound judgment, take initiative, and seek clarification when needed.
• Ability to manage workload independently, organize tasks, and shift priorities as needed.
• Ability to adapt to changing work environments, schedules, or priorities.
• Ability to establish and maintain effective working relationships and demonstrate a service-oriented approach.
• Ability to maintain confidentiality and exercise discretion with sensitive information.
• Ability to accept supervision, respond to feedback, and collaborate effectively with others.
• Ability to work cooperatively in a team-based setting.
• Ability to sustain required performance and engagement throughout a standard work schedule.
• Ability to meet the attendance requirements of the job, including punctuality and consistency.

Working Conditions and Schedule

• Full Remote position
• Standard CRC service hours with rotational weekends
• This role does not have a travel expectation (if remote, travel is occasionally required).

Wellbeing

At Sleep Number, wellbeing isn’t a program—it’s part of who we are. We support team members and their families across emotional, financial, career, community, and physical health, all anchored in sleep.

Along with competitive pay, eligible team members receive robust benefits such as medical, pharmacy, dental, life and disability insurance, a 401(k), paid time off, and additional resources that promote lifelong wellbeing.

EEO Statement

Sleep Number is an equal opportunity employer. We cultivate a workplace culture where everyone is valued, respected, and treated fairly. Sleep Number is committed to providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. Sleep Number is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should reach out to Recruiting@sleepnumber.com. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed through this channel.

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