Customer Order Specialist

Fancy Sprinkles; United States; Hybrid; USD 72,000 - 88,000; Full time

Job summary

Fancy Sprinkles is seeking a Customer Order Specialist to drive flawless order management from PO receipt through 3PL release. You will own customer and item setup, verify pricing and terms, and coordinate with Sales and Operations to ensure accurate, timely orders.

Based in the United States with a remote-first, hybrid setup and a base in Illinois, you will partner with Sales and Operations to deliver world-class service, accurate data, and proactive communication on every order.

Qualifications

• 3–6 years in sales operations, order management, or B2B customer service supporting retail or distributor accounts within CPG, food and beverage, or consumer products.

Responsibilities

• Monitor and manage inbound customer purchase orders for accuracy before system entry.
• Audit customer EDI orders for pricing, quantity, item, and term accuracy; resolve discrepancies.
• Confirm fill capability against inventory before order entry and determine shippability.
• Own order-level exception handling and communicate resolutions to Sales as needed.
• Process daily orders and EDI transactions; ensure proper entry into NetSuite and release to 3PL.

Skills

Attention to detail

Project management

Cross-functional collaboration

Communication

Tools

NetSuite

EDI (SPS Commerce)

Excel

Monday.com

Job description

Fancy Sprinkles is a woman-owned, women-run business on a mission to elevate how the next generation makes, bakes, and creates. Founded in 2016 by Lisa Stelly, we sell baking decor and beverage enhancements that deliver a unique and elevated experience—from our signature Crunchy Jimmies to edible glitter, baking confetti, and seasonal kits that make any moment Fancy.

We’re scaling fast across national retailers such as Walmart, Kroger, Target and online via Amazon. While the company is remote-first, we have a base at our Glen Ellyn, Illinois office. Fancy is backed by Sterling Partners, a Chicago-based Private Equity firm. Lisa Stelly continues to lead product and brand vision as Chief Creative Officer, connecting with a passionate, discerning audience across digital and social platforms.

Position Summary

The Customer Order Specialist is the engine behind the Fancy Sprinkles' sales team. This role sits on the Sales team, reports to the Chief Commercial Officer, and works side by side with the sales team. This role owns every order from the moment a customer places the PO through release to our third-party logistics partner, and remains the customer's point of contact for everything that follows an order. This role owns the customer and item setup work that makes accurate ordering possible. This role partners closely with, but is distinct from, the operations function: the Customer Order Specialist ensures the right order enters our systems and reaches the 3PL, while Operations ensures that order is picked, packed, shipped on time, and delivered. Above all, this role is accountable for world-class service to our customers through accurate orders, timely and proactive communication, and reliable follow-through on every request, every time. How our customers experience Fancy Sprinkles operationally is largely determined by this role. Success in this role will be measured by KPIs such as order accuracy, order cycle time and responsiveness and onboarding cycle time among others.

Key Responsibilities

• Monitor and manage all inbound customer purchase orders, ensuring accuracy and completeness before they enter our systems.
• Audit customer EDI orders for pricing, quantity, item, and term accuracy, resolving discrepancies in real time with the customer, broker, or internal team.
• Validate allowances, deal terms, and promotional pricing on every purchase order against agreed customer terms, catching variances before they become deductions.
• Confirm fill capability against the current inventory position before order entry, and determine whether an order can ship as written.
• Own order-level exception handling: when an order cannot be filled as written, determine whether to cut, hold, or return the PO to the customer for revision, and manage that conversation to resolution,escalating to Sales where commercial judgment is required.
• Process daily orders and EDI transactions; ensure every order is correctly entered into NetSuite,via EDI or manually as needed,and released to the 3PL for fulfillment.
• Flag manually entered, such as seasonal orders, to Operations for release, as these fall outside automated pool sync and will not release or fill on their own.
• Confirm back to the customer and broker what is shipping, including any cuts or revisions, before the order moves to fulfillment.
• Ensure flawless order execution from PO receipt through release to the 3PL, and give the Sales team forward visibility into order status, cuts, and key dates.
• Maintain accurate order and customer data in NetSuite and at 3PL including item aliases, and price files.
• Work closely with the IT team on ongoing EDI maintenance to ensure flawless data exchange.

Post-Order Customer Resolution

• Serve as the intake point for customer document requests:bills of lading, proofs of delivery, invoice copies, self-sourcing or working crossfunctionally with Operations or Finance and closing the loop with the customer.
• Manage customer-facing resolution of shortages, damages, and refused deliveries; process return or deduction authorizations and coordinate root-cause investigation with Operations.
• Customer & Item Setup
• Own the customer onboarding process end to end. Organize, project manage, and work cross-functionally to ensure every customer is fully onboarded before a first order is placed.
• Own customer setup documentation working closely with the sales team and crossfunctionally, ensuring Fancy Sprinkles is properly established with the customer through all vendor forms, EDI connections, and portal access ahead of first orders.
• Set up all new customer and item combinations with the 3PL.
• Process sample requests and ensure samples arrive on time and in good condition.
• Deliver world-class service to all Fancy team members and every trade customer, holding a standard of accurate, timely, and proactive communication on every order, request, and issue. Flagging issues before the customer has to ask. Ensuring no customer waits for an answer.
• Act as the primary sales support and order processing point of contact for key retail and distribution partners.
• Build and maintain strong relationships with customer supply chain teams and brokers to align on promotional planning, inventory needs, PO processing, and performance expectations.
• Coordinate with the Sales team on key dates, new distribution, seasonal programs, promotional windows,etc. and ensure internal tools are updated and dates are accurately communicated cross-functionally. (Monday.com experience preferred.)
• Represent the Sales team to Operations, Finance, and Brand on all order, item, and customer-setup matters. Own the sales side of every handoff and raise and resolve service issues to Operations on the sales team's behalf.
• Support the general administrative needs, including monthly forecast development for the Sales team.

Qualifications

• 3–6 years in sales operations, order management, or B2B customer service supporting retail or distributor accounts within CPG, food and beverage, or consumer products. Consumer or DTC support experience alone is not a fit for this role.
• Hands-on experience processing orders through an ERP system; NetSuite strongly preferred.
• Working knowledge of retailer EDI (SPS Commerce or similar) and major retail customer portals.
• Experience supporting national retail accounts and working with brokers.
• Exceptional attention to detail and comfort catching errors in pricing, quantities, and terms before they become chargebacks.
• Strong project management instincts and the ability to drive cross-functional work without direct authority.
• Desire to provide superior serve so Fancy emerges as vendor or choice.
• Proficiency in AI, Excel and project management tool experience (Monday.com preferred).
• US-based travel up to 15% (mainly company meetings).

The salary range for this position is 80-80k based on experience.