Customer Service and Order Management Specialist
Description
We’re looking for a Customer Service and Order Management Specialist to own inbound customer communication, order processing, sales support, and issue resolution for a fast-moving wholesale distribution business. You will be the primary point of contact for customers, the person who keeps orders moving accurately through the system, and the one who ensures nothing falls through the cracks from first inquiry through final delivery.
This is a high-ownership, execution-driven role. You will be responsible for order accuracy from entry to release, and you are expected to own every order, quote, and customer issue you touch from start to finish. If you are detail-oriented, operate with a strong sense of urgency, and take accountability seriously rather than looking for someone else to fix your mistakes, this role is a strong fit.
Why You\’ll Want to Join
You will be paid in USD (bi-monthly: every 15th and 30th)
Paid Time Off in accordance with company policy
Observance of Holidays per company guidelines
100% remote setup so you can work wherever you\’re most productive
This role requires availability during US business hours
High-ownership role with direct impact on customer satisfaction, order accuracy, and operational efficiency
Work inside a growing distribution business with a clear set of responsibilities and measurable performance standards
What You\’ll Work On
Email and Communication Management
Monitor company inboxes continuously throughout the day
Sort, categorize, and take action on all incoming emails without delay
Respond promptly and professionally to all customer communications
Ensure no emails, orders, quotes, or customer requests go unaddressed
Order Entry, Accuracy, and Ownership
Accurately enter all regular and special-order items into the order management system
Verify SKUs, quantities, pricing, contract pricing, ship-to information, special instructions, and delivery requirements before releasing any order
Own order accuracy from entry through release with a zero error rate standard
Review and release orders including those on credit hold and ensure they move efficiently through purchasing, fulfillment, and delivery
Order Timing and Execution
Process all orders on time with a strong sense of urgency
Coordinate same-day, next-day, and scheduled deliveries
Monitor open orders, backorders, and delivery statuses and provide customers with accurate ETAs and order updates
Maintain awareness of warehouse cutoffs, purchasing timelines, and delivery schedules
Customer Support and Issue Resolution
Serve as the primary point of contact for customers across email and phone
Resolve damages, returns, incorrect shipments, missing items, delivery concerns, and customer complaints from start to finish
Create and manage customer service tickets, returns, exchanges, product swaps, vendor pickups, and refused deliveries
Generate and manage credit and return documentation
Sales Support and Quote Management
Assist sales representatives with pricing, sourcing, order clarification, and contract pricing verification
Manage and process customer quotes with accuracy and speed
Recommend alternative products when items are unavailable
Source non-stock and special-order items by coordinating with vendors and purchasing teams
Account and Data Management
Create and maintain customer accounts in the order management system
Manage webstore credentials and customer account information
Maintain strong product knowledge across vendors, SKUs, and contract programs
What You Bring
Experience in customer service, order management, or sales support in a wholesale, distribution, or supply chain environment
Strong attention to detail with a genuine zero-error mindset on order entry and processing
Comfortable managing a high volume of emails, orders, and customer requests simultaneously without losing accuracy
Proficient with order management systems, CRM tools, or similar platforms
Strong written and verbal English communication skills
Proactive communicator who flags issues, delays, or concerns before they become problems
High sense of ownership and accountability with the ability to resolve issues end to end without being followed up
Nice to Have
Experience in wholesale distribution, office supplies, janitorial, or related product categories
Familiarity with supply chain coordination including freight, sourcing, and vendor management
Background supporting sales teams with quoting, pricing, and contract management
Experience handling returns, credits, and customer service administration at volume