Customer Service & Order Management Specialist

Brightwing; Birmingham (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Brightwing is seeking a Customer Service & Order Management Specialist to manage the end-to-end order process, from submission to delivery, while supporting the Sales team and maintaining strong supplier relationships.

The role emphasizes accuracy, proactive communication, and helping customers and internal teams stay informed throughout order processing and fulfillment.

Qualifications

• Experience in customer service/order management roles.
• Bachelor's degree preferred but not required.

Responsibilities

• Process customer orders accurately and within established timelines.
• Provide product information, availability, and lead-time details to Sales.
• Monitor orders through fulfillment and provide tracking updates.
• Resolve order issues promptly and communicate with customers and internal teams.

Skills

Customer service

Order management

Communication

Time management

Problem solving

Typing/computer skills

Multi-tasking

Education

Bachelor's degree preferred

Tools

Order management system

Job description

Customer Service & Order Management Specialist

Position Summary

The Customer Service & Order Management Specialist is responsible for managing the customer order process from submission through delivery while providing exceptional service and support to the Sales team. This position serves as a key liaison between customers, Sales Representatives, Account Managers, and suppliers to ensure orders are processed accurately, issues are resolved quickly, and shipments are delivered on time.

The ideal candidate is highly organized, detail-oriented, customer-focused, and able to manage multiple priorities in a fast-paced environment. This role requires strong communication skills, sound judgment, and the ability to take ownership of an order and proactively address issues before they become problems.

Key Responsibilities

Order Processing

• Process customer orders accurately and within established timelines.
• Review orders for accuracy, completeness, artwork requirements, and delivery expectations.
• Identify missing or incorrect information and communicate necessary corrections to the Sales Representative or Account Manager.
• Prepare and send purchase orders and artwork to suppliers.
• Generate packing slips, backorders, and other order-related documentation as needed.
• Maintain accurate and detailed order notes and status updates within the order management system.
• Communicate any issues that may prevent an order from being processed, including credit or account concerns.

Customer Service & Sales Support

• Serve as a primary point of contact for order-related questions and issues.
• Take ownership of customer concerns, supplier errors, shipping discrepancies, and other order issues, working toward timely and practical solutions.
• Proactively communicate potential delays or problems to Sales and customers.
• Provide Sales Representatives and Account Managers with ongoing support throughout the order process.
• Build positive working relationships with internal teams, customers, and suppliers.
• Assist the Sales team by providing product information, availability, and lead-time details.

Order Tracking & Fulfillment

• Monitor orders throughout the fulfillment process to ensure timely shipment and delivery.
• Contact suppliers to confirm receipt of orders and artwork and obtain estimated ship dates, tracking information, and proof status.
• Provide customers with order acknowledgements and shipping confirmations.
• Maintain accurate tracking information, follow-up dates, and order status within the system.
• Proactively expedite or elevate time-sensitive and rush orders when necessary.
• Process supplier acknowledgements and proof approvals in a timely manner.
• Ensure all open orders and follow-up items are reviewed and addressed daily.

Product & Supplier Relationships

• Develop positive working relationships with supplier representatives.
• Participate in supplier meetings and training to expand product knowledge.
• Review supplier catalogs and product information to stay current on available products and lead times.
• Utilize product knowledge to help identify appropriate solutions and product options for customers and the Sales team.

Typical Time Allocation

• Order Processing: 35%
• Order Follow-Up & Daily Tasks: 45%
• Meetings & Training: 10%
• Miscellaneous/Administrative: 10%

Qualifications

Experience

• Previous customer service, order management, sales support, coordination, or administrative experience preferred.
• Experience within the promotional products industry is a plus but not required.
• Bachelor's degree preferred but not required.

Skills & Competencies

• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Professional, friendly, and customer-focused communication style.
• Strong organizational and time-management skills.
• Ability to manage multiple orders, deadlines, and priorities simultaneously.
• Comfortable working in a fast-paced environment with changing priorities.
• Strong follow-through and personal accountability.
• Ability to identify and resolve routine issues independently.
• Ability to remain calm, organized, and solution-oriented under pressure.
• Strong typing and computer skills with the ability to learn new systems quickly.
• Ability to develop strong relationships with customers, suppliers, and internal teams.
• Project coordination skills, particularly for multi-part or complex orders.
• Positive attitude, strong work ethic, and willingness to learn.