Order Management & Customer Service Specialist

Our consumer goods client is seeking an organized and customer-focused Order Management & Customer Service Specialist to support the end-to-end order process and serve as a key point of contact for customers. This role will be responsible for managing customer orders, coordinating with internal teams, resolving issues, and ensuring orders are processed accurately and delivered on time.

• Manage the order lifecycle from order entry through fulfillment, shipment, and delivery.
• Enter, review, and maintain customer orders in the ERP/order management system.
• Monitor order status and proactively communicate updates, delays, or changes to customers.
• Respond to customer inquiries regarding orders, products, pricing, availability, shipping, and delivery.
• Resolve order discrepancies, shortages, damages, returns, and other customer issues.
• Coordinate with Sales, Operations, Warehouse, Logistics, Planning, and Accounting teams to resolve order-related issues.
• Process order changes, cancellations, returns, credits, and replacements as needed.
• Track inventory availability and communicate potential stock issues or backorders.
• Ensure customer orders and account information are accurate and up to date.
• Maintain accurate records and documentation related to customer orders and service requests.
• Identify recurring order or customer service issues and recommend process improvements.
• Assist with reporting, order tracking, and other administrative tasks as needed.
• Provide a high level of customer service while balancing customer needs with company policies and operational requirements.

• Experience in order management, customer service, order entry, sales support, or a related role.
• Experience working with ERP, CRM, or order management systems.
• Strong attention to detail and ability to manage multiple orders and priorities simultaneously.
• Excellent written and verbal communication skills.
• Strong problem-solving and follow-up skills.
• Ability to work cross-functionally with internal teams and external customers.
• Proficiency with Microsoft Office, particularly Excel and Outlook.
• Ability to work effectively in a fast-paced, deadline-driven environment.

• Experience in CPG, retail, manufacturing, distribution, wholesale, or e-commerce.
• Experience with systems such as SAP, Net Suite, Oracle, Salesforce, or similar ERP/CRM platforms.
• Experience managing high-volume orders or working with major retail or wholesale accounts.
• Familiarity with shipping, logistics, inventory management, and invoicing processes.