Customer Service Order Coordinator

Schylling Inc.; Massachusetts; On-site; USD 52,000 - 58,000; Full time

Job summary

Schylling Inc. North Andover, MA is seeking an Order Coordinator to join the Customer Service Department. The role focuses on accurate order entry, account setup, and cross-functional coordination with Sales, Procurement, Finance, and Shipping.

Responsibilities include resolving order discrepancies, communicating requirements, and ensuring timely processing of EDI documents. Strong organizational and communication skills are essential.

Qualifications

• High School Diploma or equivalent.
• Excellent organizational and follow-up skills.
• Ability to handle multiple tasks and work positively under pressure.
• Excellent verbal and written communication skills.
• Must be a team player and be able to work with diverse personalities.

Responsibilities

• Review and verify customer account information and set up new accounts as directed by the Supervisor.
• Enter orders accurately for all assigned accounts, including catalog, department stores, distributors, exports, and EDI types.
• Communicate with customers or sales reps to resolve order discrepancies.
• Notify Purchasing and Shipping of order requirements to meet ship dates and stock obligations.
• Review routing guides and ensure compliance across departments; update as needed for smooth processing.
• Process EDI documents (850, 856, 810, 820, 855, 860) via Redtail, SPS, or web-EDI as assigned.
• Build relations with buyers and sales reps to support order processing and troubleshooting.
• Handle discrepancies and chargebacks, and take steps to prevent recurrences.

Skills

Organizational skills

Multitasking

Under pressure

Communication

Team player

Education

High School Diploma

Job description

Customer Service Order Coordinator

Schylling Inc. North Andover, Massachusetts, United States

About this position

About Us:

At Schylling, we create timeless moments of joy, laughter, and imagination for kids of all ages. Since 1975, we’ve been designing toys that spark creativity, inspire play, and bring smiles, whether through cherished classics or fresh innovations with a nostalgic twist. The Schylling portfolio includes iconic brands like NeeDoh®, LAVA® Lamp, Big Wheel®, Sea-Monkeys®, and many beloved classic toys, each crafted to encourage curiosity, discovery, and a sense of wonder. Join us in bringing play to the world!

About the Job

Schylling is an award-winning toy company that has been putting smiles on the faces of children, and children-at-heart, for over 50 years. We are in a historic old mill in the charming and idyllic New England town of North Andover, MA. We are currently recruiting for an Order Coordinator to join our busy Customer Service Department.

The Order Coordinator is the key contact for assigned accounts and works closely with Sales, Procurement, Finance, Shipping/Receiving to ensure customer satisfaction.

Responsibilities

• Assign account management by reviewing and verifying all customer account information and establishing new customers as determined by Supervisor.
• Accurately and promptly enter orders for all assigned accounts. Order types can include catalog, department stores, distributors, closeouts, mass-market, exports, custom, FOB factory, and EDI.
• Communicate with customers or sales representative organization to resolve any order discrepancies.
• Communicate order requirements to Purchasing upon receipt of orders and to shipping in advance of order ship date to adequately plan to meet order requirements.
• Obtain and interpret current Routing Guides for assigned customers and adhere to specific vendor compliance requirements. Ensure that Shipping, Purchasing, and Sales have the pertinent sections and update departments as necessary to ensure compliance and smooth order processing.
• Review and submit all EDI documents to Partners via Redtail, SPS, or web-EDI as assigned by the customer. Document types include purchase orders (850), advance ship notices (856), invoices (810), remittance advice (820), functional acknowledgments (855), and order changes (860).
• Develop relations where appropriate with buyers, sales representatives, and other customer contacts to foster order processing and troubleshooting.
• Handle discrepancies and research chargebacks due to non-compliance and take necessary steps to avoid future penalties. Process and/or dispute chargebacks and credits.
• Maintain customer files in the hard and electronic copy which includes orders, routing, special pricing, instructions, and procedures.
• Enter projection orders, monitor incoming inventory, and commit customer orders to stock.
• Report any problems or discrepancies with products, inventory, orders, or shipments to supervisor for appropriate resolution.
• Provide courteous, professional service to customers, sales representatives, and other customer contacts always.
• Provide backup support for the other Order Coordinators and Customer Service Representatives in the department and other duties and responsibilities as needed.

Required

• High School Diploma or equivalent.
• Excellent organizational and follow-up skills.
• Ability to handle multiple tasks and work positively under pressure.
• Excellent verbal and written communication skills.
• Must be a team player and be able to work with diverse personalities.

Preferred

• EDI and logistics experience preferred.
• NetSuite experience is a plus.

The base salary range for this position is $52,000 to $58,000. Offered base compensation within this range will be determined based on a candidate’s qualifications, experience, geographic location and other factors relevant to the scope and responsibilities of this role.

Schylling offers a competitive benefits package that includes medical and dental with an 80% company contribution, vision insurance, company-paid life and disability insurance, PTO and 10 paid holidays, product discount, and a 401(k) with company match.