Custom Order Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Charlottesville, VA, US

Salary Range: $20.65 To $33.00 Hourly

Company Mission: Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high-quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

The Custom Orders Specialist owns end-to-end custom embroidery orders for corporate and group clients — from first inquiry through artwork, production release, and delivery. This role is part account management, part hands‑on design, part order operations, and part proactive outreach to the customers and prospects who do not come back on their own.

This role suits someone who is equally comfortable in communicating with customers, working in Photoshop, using an order management system, using selling skills, and energized by owning the entire order process.

This role is fully in-office in Charlottesville, VA. During peak seasons, flex scheduling may be required and blackout FTO periods may apply.

If you’re a problem solver who likes owning a project end to end, and you get satisfaction out of turning a first‑time customer into a client who comes back every season, we’d love to hear from you.

• Serve as the primary point of contact for assigned custom order clients from inquiry through fulfillment.
• Review and convert business-to-business (B2B) portal draft orders, verifying products, quantities, pricing, discounts, and shipping before the order is released.
• Manage multiple custom orders simultaneously while maintaining accuracy, timelines, and customer satisfaction.
• Generate detailed order summaries, including product selections, quantities, pricing, and billing details, for customer approval.
• Partner with accounting on invoicing and payment exceptions and resolve orders that fall outside the automated billing flow.

• Create client‑ready digital mock‑ups: source the correct seasonal product computer‑aided design (CAD), clean up and re‑color customer‑submitted logos in Adobe Photoshop, and place and size artwork to Rhoback’s embroidery standards.
• Carry mock‑ups through multiple client revision rounds to final approval.
• Own the embroidery specification on every order - placement, thread color, method, and digitized file - collecting the detail from the customer and recording it accurately on the order.
• Match thread colors exactly against Rhoback’s house color library and the approved thread standard, where an incorrect match means a rejected production run or a visibly wrong product.
• Submit logos for digitization, verify returned files, and raise and release embroidery work orders to the production team.
• Collect missing embroidery details from self‑service B2B customers and follow up until every order is production ready.
• Monitor inventory levels and communicate product availability to clients, offering alternatives when needed.

• Create and import transfer orders to move inventory between the main warehouse and the embroidery/fulfillment partner, reallocating backordered lines so orders route correctly.
• Verify fulfillment records, including split-warehouse orders carrying two, before releasing an order to production.
• Work inside the third‑party logistics portal to check order status and edit shipping details within allowable windows, and handle cancellations, short ships, and other fulfillment exceptions.

• Maintain…