E-Commerce Order Management-Customer Service Specialist

WHY WORK AT BROWNIE POINTS? We believe work should feel as good as our bakery smells. We are a women-owned, WBENC-certified family business where creativity, collaboration, and excellence are baked into everything we do. You will work alongside exceptional bakers and customer service experts to make, decorate, package, and deliver unforgettable brownies, cookies, and confections, all while being part of a close-knit team that works hard, supports one another, and takes real pride in what we do. Brownie Points is not only a great place to work – it is a place where you get to create and send joy to others, every single day. JOB DESCRIPTION Our Order Management & Customer Service Specialist ensures that consumer, corporate gifting, marketplace, and wholesale orders are captured accurately, translated into complete production and shipping instructions, and fulfilled in time to meet customer commitments. This role combines order entry, advanced Excel and CSV preparation, ShipStation administration, production coordination, shipment monitoring, and customer service. The Specialist serves as the operational link among Customers, Sales, Production, Fulfillment, Shipping, and Accounting and is expected to prevent errors, communicate risks early, and own issues through resolution. Duties and responsibilities include, but are not limited to: Monitor all order channels - website, inboxes, phone/manual, gifting, marketplaces, wholesale purchase orders, and Sales - and enter or import orders into ShipStation by cutoff. Validate customer and recipient data, SKUs, quantities and case packs, packaging and customization, messages, pricing, tax, payment, addresses, dates, shipping, and handling; resolve discrepancies, duplicates, changes, service levels, and source-to-system reconciliation. Build and maintain Excel and CSV files, templates, mappings, data dictionaries, and SKU cross-references for ShipStation, marketplaces, gifting, wholesale, Production, and Shipping. Use advanced Excel to clean, standardize, validate, and reconcile fields, totals, duplicates, and uploads; preserve identifiers, correct errors, control versions and statuses, protect data, and prevent duplicate or incomplete orders. Release validated, production-ready orders; provide daily and forward-looking queues and coordinate volume, availability, substitutions, packaging, materials, sequencing, and holds across operational teams. Monitor dashboards, cutoffs, addresses, SKUs, labels, synchronization, shipping methods, temperature protection, status, and tracking; resolve late scans and document reships, replacements, partial shipments, and recovery orders. Greet, welcome and attend to all visitors and/or customers entering our retail shop. Support consumers, recipients, corporate and wholesale clients, and marketplace contacts; provide accurate product, gifting, delivery, tracking, storage, shelf-life, nutrition, and allergen guidance with realistic expectations. Monitor sensitive orders; investigate failures, de-escalate, arrange authorized remedies, document root cause, cost, and outcome, and escalate food-safety, allergen, fraud, chargeback, legal, social-media, recurring, or high-value risks. Manage corporate gifting from Sales handoff through shipment, validating recipient files, products, dates, messages, personalization, templates, pricing, communications, and tracking. Manage wholesale purchase orders, including Brownie Bites; validate SKUs, quantities and case packs, dates, addresses, pricing, routing, and documents; meet portal, EDI, label, advance-ship-notice, tracking, and appointment requirements and reconcile ordered-to-billed quantities. Reconcile daily order status by channel; maintain exceptions and track accuracy, processing, upload success, response time, holds, scans, reships, refunds, complaints, and defects. Analyze root causes; improve templates, controls, mappings, procedures, reports, and handoffs; test changes, maintain instructions, cross-tr…

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