Order Processing, Customer Service Specialist

WerkShoppe; Flourtown (PA); Sur place; USD 63 000 - 77 000; Plein temps

Avantages offerts par ce poste

Health, dental, and vision insurance

Paid time off and holidays

Hybrid schedule after training

Résumé du poste

WerkShoppe in Flourtown, PA is seeking an Order Processing & Customer Support Specialist to own the full order lifecycle—from receipt and data entry to invoicing, fulfillment, delivery, and ongoing customer care.

You will coordinate across Shopify, Faire, MarketTime, and SPS Commerce, ensure accurate pricing and timely shipping, and work closely with our bookkeeper on QuickBooks Online integration. This role blends analytics with a customer-first mindset.

Qualifications

• 5+ years in order entry/processing, customer service, or administrative operations.
• Experience with wholesale and direct-to-consumer orders preferred.
• Working knowledge of QuickBooks Online to support Cin7-QBO interface.
• Excellent data entry accuracy and attention to detail.
• Strong communication skills for customers, reps, and retailers.

Responsabilités

• Monitor and process orders from multiple channels (Shopify, Faire, MarketTime, SPS Commerce).
• Verify pricing, terms, and inventory before releasing orders; manage backorders and substitutions.
• Coordinate with 3PL, carriers, and vendors for shipping, invoicing, and tracking.
• Enter non-EDI orders from international distributors with accuracy and speed.
• Generate invoices, apply payments, and reconcile in QBO; support AR aging tasks.
• Serve as primary contact for sales agencies, retailers, and customers by email and phone.

Connaissances

Order entry & processing

Customer service

QuickBooks Online

Data accuracy

MS 365 (Excel, Outlook)

Multi-channel coordination

Outils

Cin7 Omni

Shopify

Faire

MarketTime

SPS Commerce

Deposco

QuickBooks Online (QBO)

Microsoft 365

Description du poste

Order Processing & Customer Support Specialist

Location: Flourtown, PA — On-site; hybrid schedule possible for local candidates after training

Job Type: Full-time

Reports To: President

Pay Range: $70,000 or commensurate with experience

JOB SUMMARY

We are a growing consumer goods company looking for a versatile, detail-oriented Order Processing & Customer Support Specialist to join our team. In this multi-functional role, you will be the backbone of our daily customer-facing operations, managing the full order lifecycle — from order receipt and precise data entry through invoicing, fulfillment, delivery, and ongoing customer care.

Our orders arrive through many channels: our Shopify webstore and connected marketplaces, the Faire wholesale marketplace, MarketTime (from our independent sales agencies and road reps), and SPS Commerce EDI (from retail partners). We also receive purchase orders by email, PDF, and spreadsheet from international distributors and mass-market retailers that do not use EDI — these are entered manually. You will make sure every order, regardless of source, is entered correctly, shipped on time, invoiced accurately, and paid.

You will also be the main point of contact for our sales agencies, road reps, retailers, and consumers, and you will work closely with our bookkeeper for QuickBooks Online (QBO) tie-in.

The ideal candidate enjoys a varied workday, balances analytical tasks with a customer-first mindset, and has the organizational skills to keep many moving pieces on track.

CORE RESPONSIBILITIES

• Shopify (DTC & marketplaces): Monitor and process orders from our webstore and connected marketplace channels (e.g., Amazon, Walmart, Michaels, Etsy); handle cancellations, address corrections, and order exceptions.
• Faire: Accept and process wholesale orders; manage ship-by dates, upload tracking, and resolve retailer messages and claims within Faire’s timelines.
• MarketTime: Review rep- and agency-submitted orders for correct pricing, minimums, programs, and terms; confirm orders with reps and resolve discrepancies before release.
• SPS Commerce (EDI): Monitor incoming purchase orders and send required documents (PO acknowledgments, advance ship notices, invoices); resolve EDI errors and rejections promptly.
• Manual / non-EDI orders: Enter purchase orders from international distributors and mass-market retailers received by email, PDF, or spreadsheet; verify every line against the customer’s price list, terms, and special requirements.
• Confirm that all orders from every channel flow correctly into Cin7 Omni and on to our 3PL; investigate and correct any orders that fail to sync.

Order Accuracy & Compliance

• Verify pricing, volume discounts, promotions, minimums, shipping terms, and inventory availability before releasing orders.
• Track ship windows, cancel dates, and requested delivery dates; flag at-risk orders early.
• Work with Production Manager to adhere to each retailer’s vendor compliance requirements to avoid chargebacks.
• Manage backorders, partial shipments, and substitutions, and communicate them clearly to customers and reps.
• Coordinate daily with our 3PL warehouse (Deposco) on order release, pick/pack/ship status, and shipping exceptions.
• Arrange LTL/freight and customer-routed pickups as needed; obtain and share tracking, BOLs, and proof of delivery.
• Monitor inventory levels and alert management to low-stock or out-of-stock items affecting open orders.

Invoicing, Payments & QuickBooks Online

• Generate and send invoices; confirm invoices and payments sync correctly between Cin7 Omni and QBO.
• Apply customer payments (credit card, ACH, check, wire) and reconcile marketplace payouts (e.g., Shopify, Faire) to orders.
• Monitor accounts receivable aging; send statements and follow up on past-due accounts professionally.
• Process credit memos, refunds, and adjustments for returns, damages, and pricing errors.
• Track and dispute retailer deductions and chargebacks with supporting documentation.
• Work with our bookkeeper on month-end tasks, including order and AR reconciliation.

Customer Service & Support

• Serve as the primary point of contact for sales and order inquiries by email and phone from consumers, retailers, distributors, sales agencies, and road reps.
• Resolve issues involving order status, tracking, shipping delays, damages, shortages, and returns with empathy and efficiency; issue return authorizations and replacements per company policy.
• Document product quality complaints (with photos and order details) and share them with management so issues can be tracked and raised with suppliers.
• Proactively communicate order updates to sales reps, retail accounts, and direct customers.
• Set up and maintain customer accounts in Cin7 Omni, QBO, MarketTime, and other platforms (contacts, addresses, terms, price levels, tax‑exemption/resale certificates, and rep assignments).
• Provide reps and agencies with order confirmations, open order and backorder updates, and product, pricing, and availability information.
• Support new account onboarding, including credit applications and terms setup.
• Prepare sales and commission data for review and payment of rep commissions.

Reporting & Administration

• Prepare regular reports on open orders, shipments, backorders, AR, and sales by channel.
• Maintain organized digital records in SharePoint/OneDrive and keep procedures and checklists up to date.
• Recommend process improvements that reduce errors, speed up fulfillment, and improve the customer experience.
• AI tools: Use company-approved AI tools (e.g., Microsoft Copilot) to draft customer and rep emails, summarize order and account information, build Excel formulas and reports, and streamline repetitive tasks. Review all AI-generated content for accuracy before use and follow company policy on protecting customer and company data.

QUALIFICATIONS & SKILLS

Required

• Experience: 5+ years in order entry/processing, customer service, or administrative operations, ideally handling both wholesale (B2B) and direct-to-consumer (B2C) orders.
• QuickBooks Online: Working knowledge of QBO to support an accurate Cin7-to-QBO interface with our Senior Bookkeeper.
• Technical skills: Fast, accurate data entry; strong working knowledge of Microsoft 365 (Outlook, Excel, OneDrive, SharePoint), including Excel skills such as sorting, filtering, and lookups.
• Communication: Exceptional verbal and written communication skills with a professional, customer-focused phone and email manner.
• Attributes: High attention to detail, strong problem-solving skills, sound judgment, and the ability to prioritize and multitask in a fast-paced environment with minimal supervision.

Preferred

• Experience in a consumer goods, retail, wholesale, or distribution environment.
• Experience with an inventory management/ERP system (Cin7 Omni or similar), Shopify, and Faire.
• Experience with EDI (SPS Commerce or similar) and retailer vendor compliance and chargebacks.
• Experience working with a third-party logistics (3PL) warehouse.
• Experience with international orders.
• Familiarity with accounts receivable and basic bookkeeping principles.
• Comfort using AI tools to improve productivity, with sound judgment about accuracy and data privacy.

COMPANY TECH STACK

• Cin7 Omni: Inventory management / ERP system and central order hub
• Shopify: Ecommerce platform for our company website and connected DTC marketplace channels (e.g., Amazon, Walmart, Michaels, Etsy)
• Faire: Online wholesale marketplace for independent retailers
• MarketTime: Wholesale order-writing platform used by our national sales agencies and road reps to submit orders
• SPS Commerce: EDI platform for exchanging purchase orders, ship notices, and invoices with retail partners
• Deposco: Our 3PL’s warehouse and inventory management system
• QuickBooks Online (QBO): Accounting, invoicing, and accounts receivable
• Microsoft 365: Outlook, Excel, OneDrive, SharePoint, and related tools
• AI tools: Company-approved tools such as Microsoft Copilot for drafting, summarizing, and data analysis
• Google Sheets: When required by outside service providers

WORK ENVIRONMENT & SCHEDULE

• Office-based in Flourtown, PA, Monday–Friday during regular business hours, with flexibility for occasional peak-season or deadline-driven demands.
• A hybrid schedule may be available for local candidates after training is complete and performance expectations are met.
• Primarily computer- and phone-based work; may occasionally lift up to [25] lbs. (e.g., samples or product cartons).

BENEFITS

• Competitive pay: $60,000 or commensurate with experience
• Health, dental, and vision insurance
• Paid time off (PTO) and paid holidays

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

This job description is not an exhaustive list of duties; responsibilities may change as business needs evolve.