Order Processing, Customer Service Specialist

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: $60,000 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 Multi-Channel Order Management • 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. Fulfillment & 3PL Coordination • 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 …

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