Order Fulfillment Specialist - Customer Success

Principal Function: The Order Fulfillment Specialist - Customer Success plays a critical role in efficiently receiving, reviewing, and processing all inbound customer purchase orders. This position ensures seamless coordination between customers, sales and internal teams, facilitates accurate order entry and timely fulfillment, and contributes to maintaining organized, compliant, and accurate internal processes.

Essential Duties and Responsibilities : Duties include, but are not limited to:

1. Customer Order Processing

• Receive, review, and validate customer purchase orders to ensure accuracy of pricing, contractual terms, delivery requirements, and compliance with internal policies.
• Request and coordinate product allocation, confirm material availability, and enter customer orders accurately into internal systems while monitoring order status through fulfillment.
• Proactively track and resolve order delays or discrepancies, collaborating cross-functionally with Sales, Supply Chain, Planning, Finance and Customer Success teams to align on delivery timelines and customer expectations.
• Generate and distribute sales order confirmations to customers, ensuring clear communication of order details and fulfillment milestones.
• Document, verify, and maintain records of any applicable third-party broker commissions associated with customer orders, ensuring accuracy and audit readiness.
• Plan, select, and execute all outbound customer shipments, balancing, cost efficiency, service reliability, and customer-specific delivery requirements.
• Monitor shipment progress from dispatch through final delivery, providing timely, proactive updates to customers and internal stakeholders.
• Coordinate closely with freight brokers, carriers, and warehouse partners to schedule shipments, resolve transit issues, mitigate delays, develop contingency plans to minimize customer impact.
• Identify recurring logistics challenges and contribute to continuous improvement efforts aimed at enhancing delivery performance, visibility, and overall customer satisfaction.

3. Customer Support

• Build and maintain strong customer relationships through proactive communication, responsiveness, and a solutions-oriented approach that reinforces thrust and long-term partnership.
• Act as an extension of the Sales team by supporting customer requests, identifying upsell or follow-on order opportunities, and ensuring seamless handoffs between Sales and Operations.
• Communicate extensively with customers, carriers, brokers, and internal teams via high-volume email and time-sensitive phone calls, responding promptly to inquiries, issues, and escalation needs related to active orders and shipments.
• Prepare, retrieve, and distribute customer-requested documentation such as invoices, packing lists, certificates, and shipping records, ensuring accuracy and compliance with customer and regulatory requirements.

4. Other

• Carry out other duties to support departmental and organizational objectives.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the Company. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Company-Related Competencies: To perform their jobs successfully, all employees working in the St. Louis Group should demonstrate the following competencies:

• Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works ethically and with integrity; Upholds Company values.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for personal actions; Follows through on commitments.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Written and Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and obtains clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Reads with the ability to interpret written information.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays or unexpected events.

Job-Related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:

• Quality and Quantity – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality; Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly but efficiently.
• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability – Follows instructions; Responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Attendance/Punctuality – Is consistently at work and is on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Education and/or Experience: Bachelor's Degree and two-years related experience and/or training in an corporate office setting; or equivalent combination of education and experience.

Other Skills and Abilities: The following skills and abilities are either required or desired.

• Computer software skills including: Microsoft Office Suite (Outlook, Word, Excel), Adobe, and Slack messaging software are required. The ability to quickly adapt and embrace new software is required.
• The ability to develop positive working relationships and interact effectively with vendors, brokers, customers, and colleagues is required.
• The ability to effectively listen and communicate orally and in writing is required.
• The ability to manage and prioritize multiple projects simultaneously is required.
• The ability to prepare reports and forms is required.
• The ability to follow all established protocols, guidelines, and departmental policies is required.
• The ability to work alone with minimum supervision and with others in a team environment is required.
• The ability to work rapidly for long periods, under time pressure, and on several tasks at the same time is required.
• The ability to remain calm, perform duties, and make sound and rational decisions, including exercising independent judgment within established protocols and guidelines is required.
• The ability to be sensitive to professional ethics, gender, cultural diversities and disabilities is required.
• A working knowledge of standard office practices and the ability to apply such knowledge to a variety of interrelated processes, tasks, and operations is required.
• The ability to operate a computer, printer, telephone/switchboard, calculator, postage meter, copy machine, scanner, fax machine, shredder, and other office equipment is required.
• The ability to speak, read and write in English is required. Spanish is desired.
• The ability to occasionally travel out-of-town on Company-related business and/or to attend conferences and trainings, is desired.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities. While performing the duties of this job, the employee may be exposed to the risk of electrical shock when working with the St. Louis Group office equipment. The noise level in the work environment is usually quiet to moderate. While the offices of the St. Louis Group are usually open from 9:00a.m. to 5:00 p.m., Monday through Friday, this position may require work beyond these hours and on the weekends