Role Summary
JOB DESCRIPTION
The Order Management & Logistics Associate serves as a critical liaison between The Topps Company and its Hobby, Retail, and Breaker channel customers. This role is responsible for executing the end-to-end order-to-cash process — including order entry, payment resolution, returns processing, billing, and dispute management — while ensuring timely and accurate delivery of product and a superior customer experience.
Duties & Responsibilities
- Serve as the primary point of contact for internal Sales teams and external customers across the Hobby, Retail, and Breaker channels.
- Manage full-cycle order processing within Oracle EBS, including order entry, validation, allocation review, and shipment execution.
- Monitor order schedules, mass bookings, and release calendars to ensure all shipments align with inventory availability and customer delivery requirements.
- Ensure product allocation accuracy, proactively resolving potential oversells or fulfillment discrepancies.
- Collaborate cross-functionally with Sales, Account Managers, Vendors, and Logistics to resolve shipment delays, order discrepancies, and allocation issues.
- Facilitate customer returns, cancellations, and refunds with accuracy and timeliness, ensuring full reconciliation and credit processing.
- Monitor credit holds and payment failures, collaborating with AR and Sales to resolve outstanding balances and prevent order disruptions.
- Provide real-time updates on order status, tracking details, and delivery timelines to both internal stakeholders and external customers.
- Handle escalations related to fulfillment, payment issues, or urgent order-related concerns with professionalism and urgency.
- Coordinate with warehouse teams and co-packers to prioritize and manage time-sensitive, bulk, or high-value shipments.
- Oversee return logistics including the issuance of FedEx call tags and return labels to streamline reverse logistics and minimize processing delays.
- Ensure all orders comply with internal service level expectations and external customer requirements.
Skills And Qualifications
- High School Diploma required; associate degree or equivalent preferred.
- Minimum 3 years of experience in order management, logistics, supply chain, or customer service.
- Proficient in Oracle EBS or similar ERP systems; knowledge of WMS and OMS platforms a plus.
- Strong working knowledge of Microsoft Excel and Office Suite (e.g., pivot tables, lookups, data reconciliation).
- Highly customer-focused with proven ability to deliver prompt and professional service.
- Strong organizational and analytical skills, with ability to manage multiple priorities in a fast-paced environment.
- Exceptional communication (verbal and written) and interpersonal skills.
- Demonstrated ability to problem-solve, escalate thoughtfully, and follow through on resolution.
- Ability to work independently while also contributing as a collaborative team member.
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
About Us
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
About The Team
Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics’ trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards
