Order Fulfillment Associate

Location: Portland

Job Title:

Order Fulfillment Associate

Job Description

The Order Fulfillment Associate processes customer purchase orders in an ERP system, manages orders through the full fulfillment lifecycle using a ticketing and CRM system, and delivers a high level of customer service by resolving inquiries and issues quickly and accurately. This role requires strong attention to detail, clear communication, and the ability to collaborate closely with sales, sales operations, manufacturing, and supply chain teams.

Responsibilities

+ Process customer purchase orders accurately and efficiently in the ERP system, ensuring all details are correctly entered.

+ Review purchase orders against quotes to verify pricing and terms before booking them into the ERP system.

+ Use the company CRM system to manage your work queue and verify customer product certifications.

+ Work with the sales team to obtain approval on drop-ship orders and to verify that discounts listed on purchase orders are valid.

+ Respond promptly to customer inquiries via email and phone, providing thorough and accurate information to ensure customer satisfaction.

+ Handle day-to-day correspondence primarily via email and approximately 10 phone calls per day, maintaining a professional and service-oriented tone.

+ Answer customer questions regarding lead times, purchase order status, back-ordered materials, and related order information.

+ Work with customers to resolve pricing issues as they occur, ensuring timely and fair resolutions.

+ Collaborate with the sales operations team to prioritize orders when inventory is limited, balancing customer needs and business constraints.

+ Build rapport with new and repeat customers by providing consistent, exceptional customer service in all interactions.

+ Review and execute change orders and correction requests accurately and in a timely manner.

+ Participate in training activities, including shadowing and role plays, to continuously improve order processing and customer service skills.

+ Support continuous improvement efforts by identifying opportunities to enhance processes and customer experience.

+ Perform other duties as assigned by the supervisor to support the broader team and business goals.

Essential Skills

+ High School Diploma or GED plus at least 6 months of relevant experience in order processing, customer service, logistics, or a related field.

+

Experience with customer service in an office, logistics, or manufacturing-related environment.

+ Ability to use an ERP system to enter and manage purchase orders.

+ Ability to use a CRM system to manage a work queue and customer information.

+ Strong data entry skills with high accuracy and attention to detail.

+ Excellent written and verbal communication skills for professional email and phone interactions.

+ Proficiency with Microsoft Office, including Excel, Word, Outlook, and Teams.

+ Ability to prioritize and manage multiple tasks in a fast-paced environment while meeting daily expectations.

+ Ability to collaborate effectively with a diverse, cross-functional team located in different locations.

+ Strong customer service mindset with a focus on responsiveness and problem solving.

+ Reliable attendance and dependability, with a commitment to being present and engaged each workday.

Additional

Skills & Qualifications

+ Experience working with logistics or manufacturing operations is beneficial.

+ Familiarity with ticketing or queue-based work management systems is an advantage.

+ Comfort working in a non-call center environment where quality, accuracy, and attitude are key performance measures.

+ Demonstrated ability to build and maintain positive relationships with internal teams and external customers.

+ Interest in continuous improvement and willingness to learn new systems and processes.

+ Desire for long-term growth and advancement opportunities within an expanding company.

Work Environment

This role is based in a professional office environment located in the same building as the manufacturing and supply chain teams, creating close collaboration with operations. The team consists of approximately 15 people at this location, and the atmosphere is more relaxed than a…