Manager of Order Management | Gemline


Lawrence, Massachusetts, Company Background
Founded in 1958, Gemline is a growing and award-winning, design-centric supplier providing high quality branded products to the promotional products industry. Gemline is ranked as the 12th largest industry supplier by the Advertising Specialty Institute. The Company’s product line comprises of a wide range of electronics, bags, coolers, drinkware, stationery, writing instruments, gourmet food, and lifestyle gifts. In addition to its strong portfolio of house brands and Gemline-branded products, the Company offers other high-quality retail brands such as American Tourister ® , Anker, CORKCICLE ® , Courant, Cuisinart ® Outdoor Grilling, govino ® , Igloo ® , Moleskine ® , MiiR ® , Modern Sprout ® , Osprey ® , Out of the Woods ® , Paper Mate ® , Samsonite ® , Sharpie ® , Slowtide, W&P and Zebra ® . Gemline is a registered trademark of The Gem Group, Inc.  For more information about Gemline, visit the Company’s website at or 1-800-800-3200. Find Gemline on Facebook, Instagram, and Twitter.
On multiple occasions, and as recent as 2022, Gemline has received the honor of being recognized as a Great Place to Work by PPB, a leading industry publication. Providing an exceptional customer experience to all customers is the Company’s number one priority! Every associate has a role in delivering that experience through Gemline’s foundational values of trust, integrity, humility, inclusion, community, and truth. The Company’s success is driven by its associates’ success – “Pride in People, Pride in Product.”
Accountability Objective:
The Order Management Manager is responsible for managing and supporting several business areas within Order Management:
Order Entry/Communication Center – Responsible for managing customer order activity through the order fulfillment cycle.  Support Sales, Supply Chain, Finance and Manufacturing Teams throughout the order lifecycle.  Help execute customer’s specific shipping expectations/ requirements
Production Art – Oversee the preparation of finished artwork according to customer specifications for final decoration. Handle all aspects of the art processes supporting all decoration techniques
Outsource Relations – Work directly with remote teams, providing guidance and delivering feedback.  Maintain the relationship and ensure both sides are meeting expectations.
Key Responsibilities:

Oversee team’s day-to-day tasks and drive priorities, adapting according to business needs
Responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals
Responsible for on boarding and continued development of all associates within the department
Work with customers to de-escalate contentious situations
Ensure team maintains knowledge of product line, prices, lead times, system and various marketing promotional programs
Work with manufacturing to resolve customer order issues
Process customer returns and identify process deficiencies or opportunities for improvement
Provide fluid feedback and address disciplinary issues
Manage department payroll and time off calendar
Address personnel issues as they occur, involving manager and HR partner as necessary
Drive solutions in process that are innovative and advance towards automation
Maintain working knowledge of all department functions and roles
Ensure all orders are processed in a timely, efficient, and accurate manner with strong focus to on-time delivery

Knowledge, Skills and Abilities Requirements:

Strong analytical, problem solving, decision-making and leadership skills are essential
Must be able to effectively use a PC including Microsoft Office (or equivalent programs) and a Windows based environment
Proficient in ERP systems
Basic understanding of Illustrator and Photoshop
Experience with both international and domestic shipments including commercial invoices, BOL’s and other shipping documentation
Experience dealing with custom packaging like crates, internal packaging inserts and custom labeling
Ability to utilize Continuous Improvement concepts and philosophies on a regular basis
Excellent customer service skills
Ability to exercise tact and good interpersonal skills
Organizational and time management skills