Order Management Specialist
ArborAbout Arbor
Arbor is where builders and contractors go to source building materials without the markup, the runaround, or the guesswork. We're a tech-powered B2B marketplace that pairs a dead-simple checkout with a highly automated fulfillment engine. Most of our orders ship direct from our vendors to the jobsite on LTL freight, and we run much of the operation on AI agents. We're scaling fast across the U.S. and building a small, elite remote team in the Philippines.
The Role
We're hiring an Order Management Specialist to own the full lifecycle of every U.S. order — from the moment a contractor hits "Place Order" to the moment materials arrive on their jobsite. This isn't order entry. This is order ownership, on both sides: the vendor and the customer.
This is a hands-on role. You'll be on the phone and in email with vendors, carriers and customers every day, and you'll supervise the AI agents that handle routine work — reviewing what they do, catching what they miss, and taking the exceptions they escalate.
What You'll Do
- Own the order end to end. Validate incoming orders, confirm availability, choose the fulfillment route, and generate shipping documents within tight SLA windows.
- Own the vendor side. Place purchase orders with vendors, chase acknowledgments, ship dates and tracking by phone and email, and push until you get an answer.
- Book and track freight. Arrange LTL shipments, BOLs and PODs, and follow every shipment until it's delivered.
- Run exceptions like a command center. Backorders, carrier delays, damages, shortages, address problems — contain them fast and tell the customer before they have to ask.
- Keep customers updated. Give dates that hold, and fix it fast when they don't.
- Work with our AI agents. Review their work, correct mistakes, handle escalations, and tell us where they need to get better.
- Keep the open order report clean. Flag what's at risk every day and improve the process as you go.
What We're Looking For
- 3+ years owning order management or fulfillment for a U.S. or North American company — owning orders, not just entering them into a system
- Experience on both sides: placing POs and chasing vendors or suppliers, AND handling customer orders and exceptions
- Comfortable on the phone with U.S. vendors, carriers and customers, with excellent written and spoken English
- Resourceful under pressure — when a vendor goes quiet and the customer is waiting, you find a way
- Organized enough to run hundreds of open orders without losing one
- Uses AI tools regularly, or is eager to
- Startup DNA: you move fast, handle ambiguity, and care about the details
Nice to Have
- Furniture, flooring, building materials or other freight-shipped, vendor-fulfilled products
- LTL freight, BOLs, PODs and damage claims
- Shopify, ERP, ticketing systems or EDI
- experience where you wore several hats
Schedule
Full-time, remote from the Philippines. Hours are 7:30am–5:30pm U.S. Pacific Time, Monday to Friday, plus Saturday coverage. Please apply only if you can work this schedule. You'll need reliable internet and a quiet place to take calls.
Why Arbor
- Competitive compensation. Competitive salary, performance bonuses, and rapid salary reviews — we pay for impact, not tenure.
- Fully remote. Work from anywhere in the Philippines.
- Growth path. This role can grow into Fulfillment Manager and Operations Lead as we scale, with direct mentorship from U.S. founders.
- Real ownership. You won't be a cog in a shared-services center. Your improvements go live immediately.
- No bureaucracy. Small team, direct access to decision-makers, and a culture where your ideas actually get built.
How to Apply
Apply with your resume, and in one short paragraph tell us about one order that went wrong and exactly what you did about it.