Job Description
Summary
Unrivaled Teamwear is seeking an Order Management System Specialist who is responsible for triaging, investigating, and resolving order system issues so frontline teams can remain focused on processing clean, revenue-generating orders. This role serves as the primary bridge between Order Operations and IT, managing order-related system defects, workflow failures, and transaction errors through structured ticketing, root cause analysis, and cross-functional resolution.
This position is a subject-matter expert in SAP Fiori order workflows and leads issue tracking, SOP corrections, and continuous process improvement efforts. The specialist ensures order issues are properly diagnosed, documented, routed, and resolved while strengthening long-term system and process reliability. #LI-Remote
About Unrivaled Teamwear
Unrivaled Teamwear serves as the parent company of Champion Teamwear, Gear for Sports, and Knights Apparel, each an industry leader in the sports and team apparel space. Our family of brands know what goes into great decorated garments, using top-quality fabrics and offering creative decoration options. Each brand offers customers a premier selection and exceptional service for all their sportswear needs, from t-shirts and caps to fleece, performance wear, and outerwear.
Essential Duties
- Order Issue Triage and Resolution
- Serve as primary triage lead for order-related system and workflow issues
- Own intake, classification, prioritization, and management of order issue tickets and queues
- Isolate and manage exception or “issue orders” so processing teams can focus on clean orders
- Reproduce system and transaction errors and document findings for technical resolution
- Support ticket lifecycle management from intake through closure
- IT and Cross-Functional Coordination
- Partner directly with IT to diagnose system defects and transaction failures
- Provide detailed case documentation and reproduction steps to accelerate resolution
- Coordinate cross-functional resolution across Operations, IT, Retail, and Customer Service
- Support testing, validation, and deployment of system fixes and workflow updates
- Participate in system and platform transformation initiatives
- Root Cause and Process Improvement
- Perform root cause analysis on recurring order failures and exception trends
- Track issue patterns and recommend systemic and process-level fixes
- Monitor SAP Fiori and KERP order workflows and transaction points for failure risks
- Build and maintain issue tracking logs and resolution documentation
- Develop preventive controls and process safeguards to reduce repeat issues
- Documentation and Training
- Rewrite and maintain SOPs when process corrections are required
- Develop job aids and process guidance materials
- Train users on corrected workflows and updated procedures
- Maintain disciplined documentation of issue types, resolutions, and process changes
- Build issue and exception trend reports for leadership review
Minimum Qualifications
- Required
- 3+ years experience in order management systems, ERP order processing, or order workflow support roles
- Hands-on experience using SAP Fiori for order transactions and workflows
- Experience working closely with IT on system issue triage and resolution
- Strong root cause analysis and problem investigation skills
- Experience managing tickets, queues, or structured issue tracking processes
- Advanced Microsoft Excel skills (pivot tables, lookups, issue logs, trend analysis)
- Experience documenting and updating SOPs and process workflows
- Strong troubleshooting and diagnostic capabilities
- High attention to detail and process discipline
- Strong cross-functional communication skills
- Preferred
- Experience with KERP (not required — on-the-job training provided)
- Experience with ticketing or issue tracking systems
- Experience supporting ERP or OMS enhancements and releases
- Experience performing UAT and system validation testing
- Exposure to Power BI or operational reporting tools
- Experience in manufacturing, custom product, or multi-stage fulfillment environments
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the associate. Other duties will be assigned as needed.
EOE/AA: Minorities/Females/Veterans/Disabled
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We maintain a drug-free workplace and perform pre-employment substance abuse testing as well as participate in E-Verify.
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