Order Management Specialist

Gemline; Lawrence (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Gemline, headquartered in Lawrence, MA, is seeking an Order Management Specialist to support the order lifecycle for decorated promotional products. You will review artwork, process orders with accuracy, and coordinate with customers and internal teams to ensure on-time delivery.

Ideal candidates have at least 3 years in customer service or sales, proficiency with Illustrator/Photoshop and Salesforce, and strong communication and organizational skills in a fast-paced environment.

Qualifications

• Minimum 3 years’ experience in a customer service/sales environment.
• College degree or equivalent work experience.
• Experience with Salesforce or similar CRM is preferred.

Responsibilities

• Provide accurate guidance to customers by understanding decoration methods.
• Review artwork and proofs and assist proof coordinators as needed.
• Process orders with precision and manage lead-times.
• Record all customer communications and maintain documentation.
• Collaborate with internal departments to ensure on-time delivery.

Skills

Customer service

Communication skills

Organizational skills

Detail orientation

Problem solving

Teamwork

Education

College degree or equivalent work experience

Tools

Illustrator

Photoshop

Salesforce

Microsoft Office

Job description

Founded in 1958, Gemline is a multi-award-winning consumer products supplier servicing the $27B promotional products industry and is recognized as one of the largest and most respected companies in its industry. Ranked as the 12th largest supplier in revenues industrywide by the Advertising Specialty Institute, Gemline offers a diverse product portfolio that includes bags, backpacks, headwear, umbrellas, luggage, drinkware, electronics, stationery, writing instruments, gourmet foods, lifestyle gifts, and more. In addition to its 12 in-house developed brands, Gemline partners with 34 renowned global consumer brands, including Ahead™, American Tourister®, Anker®, Cool Gear®, CORKCICLE®, Cuisinart®, Hartmann®, High Sierra®, Igloo®, iLive®, MiiR®, Moleskine®, New Balance®, Osprey®, Paper Mate®, Samsonite®, Sharpie®, Timbuk2®, Yankee Candle® and more.

Gemline is widely recognized for its high-quality products, innovative design, retail brand portfolio, responsible business practices, and exceptional customer service. The company has deep expertise in design, product engineering & development, CI/Lean, factory oversight, compliance, and global sourcing diversification, and is an industry leader in sustainably made products. Its business model makes the process seamless and efficient for distributor partners, creating a strong B2B2B experience.

At Gemline, community is at the core of the company’s purpose, "We Promote Community," which shapes the company’s culture, influences product design, and drives its commitment to creating a positive global impact. Guided by its betterwayTM corporate social responsibility efforts, Gemline focuses on bettering people and the environment. In 2024, the company became both a globally certified B Corporation and registered Massachusetts B Corporation, reinforcing its dedication to balancing purpose and profit.

Gemline has been recognized as one of the Greatest Companies to Work For on multiple occasions, and most recently in 2025 by PPAI, a leading industry association. "Pride in People, Pride in Product" is more than a motto at Gemline, it is a way of life. The company’s associates play a crucial role in delivering an exceptional customer experience, guided by strong foundational values of trust, integrity, humility, diversity, community, and truth. Gemline's success reflects its associates' success, and its culture thrives on collaboration, initiative, continuous problem-solving, safety, and respect for people.

Headquartered in Lawrence, Massachusetts, Gemline operates an integrated light manufacturing facility and distribution center, along with a secondary overflow warehouse, also in Lawrence. Additionally, the company operates a global technical center in Southern China that manages supply chain functions across Asia, including product development, sourcing, quality assurance, compliance, and logistics. It also has two sourcing offices in Vietnam and India. With approximately $140 million in annual revenue and 500 employees worldwide, Gemline is poised for continued growth.

THE ROLE

We are seeking an Order Management Specialist on our Order Management Team. The Order Management Specialist plays a vital role in supporting the order lifecycle within the promotional products industry. This position is responsible for reviewing artwork, processing orders with precision, and working closely with customers and internal departments to ensure decorated product orders are executed flawlessly. The role requires a balance of technical, creative, and customer service skills, along with the ability to thrive in a fast-paced, deadline-driven environment. This position reports directly to the Manager, Order Management.

KEY RESPONSIBILITIES

Customer Service and Relationship Management

• Provide accurate guidance to customers by developing a thorough understanding of decoration methods.
• Respond to customer inquiries regarding proofs and assist proof coordinators as needed.
• Record all customer communications and maintain relevant documentation appropriately.
• Identify decoration challenges and collaborate with customers to resolve issues.
• Offer creative solutions to address artwork and order challenges.

Technical Skills and Process Execution

• Utilise proficiency in Illustrator and Photoshop for artwork-related tasks.
• Maintained accurate reports and effectively manage lead-time situations.
• Provide accurate price quotes for orders and decoration techniques.
• A working knowledge of Salesforce.

Product Knowledge and Continuous Learning

• Develop expertise in the product line, pricing, inventory, and marketing programs.
• Proactively identify and pursue additional training in decoration techniques as needed.

Continuous Improvement and Team Contribution

• Actively participate in Continuous Improvement initiatives and the Idea Generation System.
• Perform additional duties as assigned.

REQUIREMENTS

• Ability to multi-task and prioritize within a fast-paced work environment.
• Proficient with Microsoft suite.
• Excellent organizational and troubleshooting skills.
• Ability to manage volumes of work while maintaining very tight deadlines.Excellent communication skills, both written and verbal.
• Must be extremely detail oriented.
• Ability to work independently with little supervision.
• Must be willing to work in a team environment.
• Minimum 3 years’ experience in a customer service/sales environment.
• College degree or equivalent work experience.
• High adaptability to change.
• Experience with Salesforce.

IMPORTANT NOTICE: Our Company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official website under the careers section (https://www.gemline.com/s/careers).