Customer Service Representative / Order Manager

Job Description

Job Description

Position Summary

The Customer Service Representative / Order Manager is a critical operational role responsible for managing customer orders from entry through shipment and resolution. This position serves as the primary point of contact for customers while coordinating closely with Sales, Operations, Warehouse, and Finance to ensure accurate order fulfillment and timely issue resolution.

This role is best suited for someone who values ownership, accuracy, and follow-through, and who thrives in an environment where structure is being built and improved.

Key Responsibilities

Order Management & Accuracy

• Enter and manage customer orders accurately in the company’s ERP system
• Validate pricing, terms, product availability, and requested ship dates
• Monitor open orders and proactively identify risks or discrepancies
• Coordinate with warehouse and operations teams to support on-time fulfillment

Customer Service & Issue Resolution

• Serve as a primary customer contact for order status, shipping, and invoicing inquiries
• Manage returns, replacements, credits, and customer complaints professionally
• Document issues clearly and escalate recurring problems for root-cause review
• Cross-Functional Coordination
• Work closely with Sales, Operations, and Finance to resolve order or billing discrepancies
• Support key accounts and e-commerce order flows as needed
• Ensure clear handoffs and communication across departments

Data Integrity & Process Improvement

• Maintain accurate customer records and order documentation
• Follow established standard operating procedures (SOPs)
• Contribute to process improvements as systems and tools continue to evolve

Qualifications

• 2+ years of experience in customer service, order management, or a related role
• Strong attention to detail and organizational skills
• Experience working with ERP systems and Microsoft Excel
• Clear written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Professional, solution-oriented mindset

Preferred Qualifications (Not Required)

• Experience in wholesale, distribution, or manufacturing environments
• Familiarity with e-commerce or retail compliance requirements
• Experience working in a growing or evolving organization

What We Offer

• A stable and established company with growth opportunities
• A role with real ownership and visibility across the organization
• Collaborative, team-oriented work environment
• Competitive compensation based on experience
• Benefits package including paid time off and health benefits

We are a Plush Toy distribution company. Our customers are located primarily throughout the United States and Canada. Our customer base consists of Zoos, Aquariums, Resorts, Amusement Parks, National Parks, Beach Stores, Airport stores, Grocery and more. You can also see a full complement of our products on Amazon.

Company Description

We are a Plush Toy distribution company. Our customers are located primarily throughout the United States and Canada. Our customer base consists of Zoos, Aquariums, Resorts, Amusement Parks, National Parks, Beach Stores, Airport stores, Grocery and more. You can also see a full complement of our products on Amazon.\r\n\r\n