Custom Order Specialist

RHOBACK INC; Charlottesville (VA); On-site; USD 28,000 - 45,000; Full time

Job summary

Rhoback Inc. is seeking a Custom Order Specialist to own end-to-end custom embroidery orders for corporate and group clients in Charlottesville. You will handle account management, design work in Photoshop, and order operations from inquiry through delivery, with periodic flex scheduling during peak seasons.

The role is fully in-office in Charlottesville, VA, with potential schedule adjustments during peak periods. You’ll engage clients, manage revisions, and ensure a polished Rhoback experience.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 1–3 years in account management, inside sales, customer experience or order management.
• Working proficiency with Adobe Photoshop; ERP or order management systems preferred.

Responsibilities

• Serve as primary contact for custom order clients from inquiry to fulfillment.
• Review B2B draft orders, verify products, pricing, discounts and shipping.
• Manage multiple orders with accuracy and timely delivery.
• Create detailed order summaries for customer approval.
• Coordinate invoicing and payment exceptions with accounting.

Skills

Account management

Order management

Customer experience

Outbound/outreach

Education

Bachelor’s degree in Business/Communications/Marketing or related field

Tools

Adobe Photoshop

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Custom Order Specialist

FullTime Charlottesville, VA, US

Salary Range: $20.65 To $33.00 Hourly

Company Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high-quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

The Role

The Custom Orders Specialist owns end-to-end custom embroidery orders for corporate and group clients — from first inquiry through artwork, production release, and delivery. This role is part account management, part hands‑on design, part order operations, and part proactive outreach to the customers and prospects who do not come back on their own.

This role suits someone who is equally comfortable in communicating with customers, working in Photoshop, using an order management system, using selling skills, and energized by owning the entire order process.

This role is fully in-office in Charlottesville, VA. During peak seasons, flex scheduling may be required and blackout FTO periods may apply.

If you’re a problem solver who likes owning a project end to end, and you get satisfaction out of turning a first‑time customer into a client who comes back every season, we’d love to hear from you.

What You’ll Do

Account & Order Management

• Serve as the primary point of contact for assigned custom order clients from inquiry through fulfillment.
• Review and convert business-to-business (B2B) portal draft orders, verifying products, quantities, pricing, discounts, and shipping before the order is released.
• Manage multiple custom orders simultaneously while maintaining accuracy, timelines, and customer satisfaction.
• Generate detailed order summaries, including product selections, quantities, pricing, and billing details, for customer approval.
• Partner with accounting on invoicing and payment exceptions and resolve orders that fall outside the automated billing flow.

Artwork, Embroidery & Product Coordination

• Create client‑ready digital mock‑ups: source the correct seasonal product computer‑aided design (CAD), clean up and re‑color customer‑submitted logos in Adobe Photoshop, and place and size artwork to Rhoback’s embroidery standards.
• Carry mock‑ups through multiple client revision rounds to final approval.
• Own the embroidery specification on every order - placement, thread color, method, and digitized file - collecting the detail from the customer and recording it accurately on the order.
• Match thread colors exactly against Rhoback’s house color library and the approved thread standard, where an incorrect match means a rejected production run or a visibly wrong product.
• Submit logos for digitization, verify returned files, and raise and release embroidery work orders to the production team.
• Collect missing embroidery details from self‑service B2B customers and follow up until every order is production ready.
• Monitor inventory levels and communicate product availability to clients, offering alternatives when needed.

Order & Inventory Operations

• Create and import transfer orders to move inventory between the main warehouse and the embroidery/fulfillment partner, reallocating backordered lines so orders route correctly.
• Verify fulfillment records, including split-warehouse orders carrying two, before releasing an order to production.
• Work inside the third‑party logistics portal to check order status and edit shipping details within allowable windows, and handle cancellations, short ships, and other fulfillment exceptions.

Client Relationship Management & Outbound

• Maintain proactive communication with clients throughout the order process.
• Follow up on inquiries, quotes, and mock‑ups awaiting a customer decision, rather than waiting for the customer to return.
• Reach out to past and lapsed clients to encourage reorders and maintain long‑term relationships.
• Deliver a polished, professional experience that reflects Rhoback’s brand standards and brand voice;
• Apply quality assurance and warranty policy correctly on every claim, and tag orders, refunds, and credits so reporting stays accurate.
• Know and enforce order‑specific policy exceptions - licensing restrictions on trademarked logos, campaign production minimums and lead times, and limits on international orders, drop‑shipping, and expedited processing.
• Support the customer referral program as it scales - verifying eligibility, applying referee discounts, and issuing and tracking referrer rewards.

Process Ownership & Collaboration

• Work cross‑functionally with customer experience, operations, the embroidery and production team, accounting, marketing, and web development.
• Help build out customer and pipeline visibility as Rhoback’s B2B tools mature — capturing lead source, qualification detail, and follow‑up history so the department can measure and grow the channel, not just process it.
• Identify opportunities to improve workflows, documentation, and client experience, and absorb frequent procedural and system changes while continuing to meet response and volume expectations.
• Demonstrate flexibility and a solutions‑oriented mindset as business needs evolve.

What We’re Looking For

• Outbound sales or business development experience preferred - comfort initiating contact, following up on inquiries that have gone quiet, and re‑engaging past customers. This role carries no individual sales quota at this time.
• Strong organizational skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills - bonus points for a warm, engaging tone that still reads as professional to a corporate buyer.
• Exceptional color and detail accuracy, with the patience for work where a small error carries a real production cost.
• Comfortable taking ownership of processes and seeing tasks through completion.
• Graceful under pressure - able to juggle many open orders at once and stay cool when an event date, a production run, or a customer decision is on the line.
• The ability to be the voice of Rhoback in every interaction. For most custom clients, the Specialist is the only person at Rhoback they ever deal with, and we take that seriously.
• Adaptable, proactive, and willing to step in wherever needed.

What Success Looks Like

• Orders are managed with a high degree of accuracy, on‑time delivery, and minimal revisions post‑approval.
• Embroidery details are complete and correct before an order is released to production, so runs are not rejected or reworked.
• Clients feel informed and well‑cared‑for throughout the process - and come back for repeat orders.
• Inquiries, quotes, and mock‑ups awaiting a decision are followed up on rather than left to go quiet.
• You’re a reliable cross‑functional partner that operations, accounting, and the production team can count on.
• You proactively spot gaps in the process and bring solutions, not just problems.
• Your outreach produced new clients.
• You represent Rhoback's brand with every client interaction - energetic, detail‑driven, and genuinely invested in a great experience.

Education and Experience

• Bachelor’s degree in Business, Communications, Marketing, or a related field preferred; equivalent work experience will be considered.
• 1-3 years of experience in account management, inside sales, customer experience, order management, or a related role.
• Working proficiency in Adobe Photoshop preferred; Illustrator and Figma preferred.
• Exposure to custom apparel, embroidery, screen printing, or another product‑based business is a strong plus.
• Experience with an ERP or order management system (NetSuite or similar) preferred, along with demonstrated ability to learn new platforms quickly -this role works across multiple systems daily.

Physical Requirement (if applicable)

This role may invole performing job‑related tasks that occasionally require physical activity, such as lifting, pushing, or pulling items 10 lbs or more, with our without reasonable accommodation.

Rhoback is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Compensation

Base salary range: $20.65 - $33.00/hour. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. Additional rewards may include performance bonuses, long‑term incentives, an FTO policy, and many other progressive benefits.

You may be assigned additional duties, activities, or responsibilities to support your professional growth and development within the organization and to meet evolving business needs. This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with this position. Duties, responsibilities, and activities may be modified, expanded, reassigned, or new ones assigned at any time, with or without notice.