Order Management & Customer Service Specialist


The Order Management & Customer Service Specialist has the responsibility to manage customer orders and inquiries on a daily basis. They are the key link in communication with the sales department and customers for order and inventory questions. The individual works closely with manufacturers, production & shipping department to ensure that every order is processed and delivered on time. A strong business acumen and the ability to reason through ever changing scenarios are necessities for this position. Taking the initiative, strong math skills, and the ability to anticipate problems before they happen are also essential for success in this position.


  • Accurately process and manage all incoming orders – Ecommerce web-portal, phone, email and drop-ship order management system
  • Process purchase orders and fulfillment orders directing manufactures and fulfillment center to produce/ship products
  • Manage order dashboard, order notes and reports
  • Confirm manufacturer and internal inventory availability
  • Ensure quality and accuracy of product decoration per customer brand standards
  • Manage product decoration proof approvals
  • Manage backorders and applicable communications
  • Manage incoming phone calls in support of sales team, customers and manufacturers
  • Conduct product research
  • Drive schedule of order in cooperation with customer, internal teams and external manufacturers
  • Work with management, internal departments and manufacturers to troubleshoot
    problems and provide innovative solutions
  • Track shipments and supply customer tracking information
  • Consistently follow-up with customers and team to ensure Customer Experience Team philosophies
  • Work with accounting department to ensure all orders are properly invoiced to customers
  • Answer incoming customer inquiries from phone calls, emails and chats


The skills that define the position, specific practical, industry, professional skills – applied discipline or knowledge
  • Positive, empathetic, patient, attentive attitude
  • Problem solving skills
  • Professional and personal communication skills – verbal and non-verbal
  • Detail oriented, with a commitment to accuracy
  • Tech Savvy, comfortable entering and retrieving data on web-portals and order management system
  • Desire and ability to enthusiastically learn and embrace new technology
  • Basic knowledge of distributor, e-commerce and drop ship sales models
  • Excellent math, organization and time management skills
  • Aptitude for learning, improvement and problem analysis
  • Customer Service experience
  • Ability to work in a fast paced, performance-based environment
  • Ability to manage multiple project schedules / tasks accurately and meet deadlines
  • Ability to stay composed during busy seasons and stressful situations
  • Support customers according to the company’s best practices and Customer Experience
  • philosophies
  • Understand and support our company’s strategies, objectives, products & services

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