Orders Liaison (Order Entry / Customer Service)

Job Description

Job Description

Who We Are

TWENTY2 is a female-led, high end private label wallpaper and textiles production company. Our design driven team provides development and manufacturing expertise for private label collections and custom projects. We put our knowledge to work for our partners; when they succeed, so do we.

We are hiring for a full-time, In-Office, Orders Liaison (Order Entry / Customer Service) to join our growing team. 

Position Overview  

The Orders Liaison (Order Entry / Customer Service) is the driving force behind the daily order-to-invoice lifecycle and the primary voice of customer transaction management. 

Reporting to the Orders Lead, you are responsible for executing flawless data entry, interpreting complex purchase orders, and ensuring operational accuracy. 

In this role, you maintain the momentum of incoming orders, provide proactive and composed customer service in the signature TWENTY2 brand voice, and act as the first line of defense in gathering critical data for order inquiries and installation complaints.

Key Responsibilities

Order Entry & System Intake

• Execute flawless entry of all incoming purchase orders into the ERP system, ensuring absolute accuracy across quantities, pricing, shipping methods, and SKU selections.
• Ensure accurate delivery expectations by confirming all new orders promptly, in accordance with stated lead times. 
• Interpret complex customer POs with a sharp eye for detail, verifying pricing against current contracts or promotions, checking stock availability, and resolving data discrepancies before processing.
• Maintain strict timeline adherence by ensuring all Sales Orders are fully entered and corresponding invoices are successfully generated within the required 48-hour window.
• Calculate and apply the relevant Rush Policy with accuracy. 

Customer Service & Communication

• Manage the Customer Order Journey relationship, providing proactive, transparent, and timely updates on order status, tracking details, and potential shipping delays in the established TWENTY2 way.
• Process order changes and updates in real time, ensuring the ERP system, production team, and customer documentation remain perfectly synchronized.
• Own the maintenance of customer profiles, ensuring customer contact cards are meticulously updated with current shipping preferences, billing details, and communication notes.
• Identify and confirm receipt of development orders during the intake process and seamlessly escalate them to the accounts team for proper vetting and setup.

Complaint Intake & Investigation

• Act as the front-line intake coordinator for the complaint department, receiving all customer and installation issues with a composed and helpful communication style.
• Meticulously gather the "operational truth" for every complaint, compiling necessary photos, site details, order history, and data logs to build a complete case file.
• Handle standard, baseline transaction exceptions according to established company policies, while systematically formatting and escalating complex or high-stakes disputes to the Orders Lead for leadership review.

Cross-Functional Support

• Partner closely with the Orders Lead to flag immediate entry bottlenecks, systemic data errors, or high volume spikes that require additional tactical support.
• Collaborate with Production and Shipping teams to advocate for customer requests, coordinate special handling instructions, and track down delayed shipments.

Qualifications

• 2+ years of experience in order entry, data coordination, or transaction-focused customer service within a manufacturing, design, or fast-paced distribution environment.
• Proven track record of high-accuracy data entry, with an ability to manage repetitive, detail heavy workflows without losing precision.
• Experience navigating ERP or CRM software (Odoo, Salesforce, or similar platforms) for order management and customer data maintenance.
• Strong verbal and written communication skills, with the ability to convey logistical information clearly and empathetic to customers.
• Exceptional time-management skills, comfortable working against strict 24- and 48-hour operational deadlines.

Studies have shown that marginalized communities, such as women, LGBTQIA+ and BIPOC, are less likely to apply to jobs unless they meet every single qualification. Don’t meet all the requirements listed? Please apply anyway if this role excites you and you are eager to learn. At TWENTY2, passion, dedication, and curiosity are the most important factors for success. Please ask about on-the-job training opportunities when applying.

At TWENTY2, our culture is grounded in collaboration, curiosity, and purpose. We value open communication, cross-functional teamwork, and a commitment to continuous innovation. Our team is united by a dedication to reliability, inclusivity, and environmental responsibility, with a shared focus on making a meaningful impact for our partners and our community.

TWENTY2 revolves around creativity, so we value engaging employees who enhance our company culture. If you would like to identify your creative type check out the Adobe quiz at mycreativetype.com. We would love to hear about your results!

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BENEFITS:

Eligible for 17 days of paid time off

Paid holiday program

Medical/Dental/Vision benefits

401k