Customer Service and Order Management Specialist

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

How to Apply Please include:

• Your updated resume
• A short Loom video (1 to 2 minutes) introducing yourself, describing your experience in customer service or order management, and walking through how you handle a situation where an order error is discovered after it has already been processed

Only candidates who submit a Loom video will be moved to the next step of the hiring process. If you take ownership seriously, operate with urgency, and want a role where your accuracy and follow-through directly determine the customer experience, this role gives you the responsibility and the direct impact to do your best work. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application - Submit your application and complete our prequalifying questions
• Video Introduction - Record an video introduction to showcase your communication skills and work experience
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
• Recruitment Interview - Initial screening with our talent team
• Executive Interview - Meet with senior leadership to discuss role alignment
• Client Interview - Final interview with the client team you'd be supporting
• Background & Reference Check - Professional reference verification
• Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.