Customer Service / Order Desk / Purchasing Coordinator

Job Description

Job Description

Impact USA – Full Time

 

Impact USA is seeking a high-performance Customer Service Representative to support our fast-paced order desk and purchasing operations. This role requires someone who is responsive, detail-oriented, and able to manage high volume without delays . Speed, accuracy, and ownership are critical.

The ideal candidate must have at least 2 years of experience in a similar role and be comfortable working in a demanding environment where follow-through and accountability are expected.

Position Overview

This position is responsible for handling customer communication, processing orders, coordinating with vendors, and supporting internal teams . The ideal candidate can multi-task efficiently, respond quickly, and take full ownership of their responsibilities without constant oversight .

Key Responsibilities

Customer Communication

• Respond to all emails sent to View email address on us.fitly.work
• Acknowledge all inquiries promptly, even if a full answer is not immediately available
• Follow up internally to gather answers and respond back to customers
• Ensure all emails are answered the same business day
• Answer inbound calls and provide accurate, timely information

Order Processing

• Process all orders received before 3:00 PM the same day
• Orders after 3:00 PM should be processed the same day when possible, or next business day at the latest
• Send invoice and tracking information after shipment
• Maintain accuracy in pricing, shipping, and order details

Purchasing & Vendor Coordination

• Submit purchase orders after approval
• Verify vendor pricing and ensure margins are correct
• Follow up with vendors on ETD/ETA and shipment status
• Communicate updates internally with logistics and inventory tracking
• Maintain strict confidentiality of vendor pricing and information

Shipping & Logistics Support

• Monitor freight costs and ensure they match quoted pricing
• Identify and flag discrepancies to management and accounting
• Follow up on missing shipments, delays, and damage claims with carriers
• Work closely with View email address on us.fitly.work on inbound and outbound shipments

Inventory & Systems

• Assist in monitoring inventory levels in Shopify and internal tracking systems
• Maintain awareness of low stock and out-of-stock items at all times
• Support accurate inventory updates and reporting

Accounts Receivable Support

• Assist with billing customers
• Track overdue invoices
• Provide a weekly overdue report every Friday , including:
• • Outstanding balances
  • Communication updates
  • Expected resolution timeline

Qualifications

• Minimum 2 years of prior experience in a similar role (customer service, order desk, purchasing, logistics, or inside sales support)
• Strong communication skills (email and phone)
• Ability to work in a fast-paced, high-volume environment
• Highly organized with strong attention to detail
• Proactive problem solver with strong follow-through
• Experience with Shopify and QuickBooks preferred
• Comfortable working across multiple departments (sales, logistics, accounting, vendors, and customers)

What We’re Looking For

• Someone who works fast and accurately
• Someone who does not let tasks sit or fall through the cracks
• Someone who takes full ownership of their role and responsibilities
• A team player who communicates clearly and consistently

Summary

This is a critical role at Impact USA that directly affects customer experience and operational efficiency. We are looking for someone who can handle volume, move quickly, and take full responsibility for their work .