Order Fulfillment Specialist – Customer Success

Principal Function:  The Order Fulfillment Specialist - Customer Success plays a critical role in efficiently receiving, reviewing, and processing all inbound customer purchase orders. This position ensures seamless coordination between customers, sales and internal teams, facilitates accurate order entry and timely fulfillment, and contributes to maintaining organized, compliant, and accurate internal processes.

Essential Duties and Responsibilities :
Duties include, but are not limited to:

1. Customer Order Processing
Receive, review, and validate customer purchase orders to ensure accuracy of pricing, contractual terms, delivery requirements, and compliance with internal policies.
Request and coordinate product allocation, confirm material availability, and enter customer orders accurately into internal systems while monitoring order status through fulfillment.
Proactively track and resolve order delays or discrepancies, collaborating cross-functionally with Sales, Supply Chain, Planning, Finance and Customer Success teams to align on delivery timelines and customer expectations.
Generate and distribute sales order confirmations to customers, ensuring clear communication of order details and fulfillment milestones.
Document, verify, and maintain records of any applicable third-party broker commissions associated with customer orders, ensuring accuracy and audit readiness.
2. Customer Outbound Logistics
Plan, select, and execute all outbound customer shipments, balancing, cost efficiency, service reliability, and customer-specific delivery requirements.
Monitor shipment progress from dispatch through final delivery, providing timely, proactive updates to customers and internal stakeholders.
Coordinate closely with freight brokers, carriers, and warehouse partners to schedule shipments, resolve transit issues, mitigate delays, develop contingency plans to minimize customer impact.
Identify recurring logistics challenges and contribute to continuous improvement efforts aimed at enhancing delivery performance, visibility, and overall customer satisfaction.
3. Customer Support
Build and maintain strong customer relationships through proactive communication, responsiveness, and a solutions-oriented approach that reinforces thrust and long-term partnership.
Act as an extension of the Sales team by supporting customer requests, identifying upsell or follow-on order opportunities, and ensuring seamless handoffs between Sales and Operations.
Communicate extensively with customers, carriers, brokers, and internal teams via high-volume email and time-sensitive phone calls, responding promptly to inquiries, issues, and escalation needs related to active orders and shipments.
Prepare, retrieve, and distribute customer-requested documentation such as invoices, packing lists, certificates, and shipping records, ensuring accuracy and compliance with customer and regulatory requirements.
4. Other
Carry out other duties to support departmental and organizational objectives.

Supervisory   Responsibilities:  This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the Company. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Company-Related

Competencies:

To perform their jobs successfully, all employees working in the St. Louis Group should demonstrate the following competencies:

· Ethics  – Treats people with respect;
Keeps commitments;
Inspires the trust of others;
Works ethically and with integrity;
Upholds Company values.

· Professionalism  – Approaches others in a tactful manner;
Reacts well under pressure;
Treats others with respect and consideration regardless of their status or position;
Accepts responsibility for personal actions;
Follows through on commitments.

· Problem   Solving  – Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully;
Develops alternative solutions;
Works…