Customer Service Representative (Order Management)

Summary

Join a multifaceted international enterprise specializing in branding solutions, uniforms, custom manufacturing, and 3PL services as a Customer Service Representative. In this role, you will manage orders from intake to invoicing, ensuring accuracy and efficiency. You will work closely with internal teams and clients to maintain operational excellence and clear communication. This position requires strong organizational skills, attention to detail, and proactive communication. The ideal candidate will have experience in customer service, project coordination, or order fulfillment. The job is permanent, remote, and offers flexible hours after the probationary period.

Requirements

• 2+ years’ experience in virtual assistant, customer service, project coordination, or order fulfillment
• Highly organized with strong attention to detail
• Tenacious — you follow through until a job is complete
• Able to perform simple bookkeeping tasks accurately and independently
• Forward-thinking — you anticipate issues and propose solutions
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, team-driven environment
• Proactive in communication, especially when facing potential delays or escalations
• Motivated by team growth, sales impact, and overall business performance
• Deliver accurate and complete job communication
• Meet on-time invoicing and delivery timelines
• Maintain a high rate of project accuracy
• Keep your WIP dashboard current
• Support team performance with strong communication and follow-through

Responsibilities

• Review incoming orders for accuracy, margin requirements, and artwork readiness
• Coordinate timelines with vendors and ensure orders are aligned with client expectations
• Track orders through production and delivery, updating the WIP dashboard daily
• Respond to client questions, requests, and updates in a clear, concise, and timely manner
• Escalate challenges proactively, offering solutions and ensuring follow-through
• Maintain consistent updates with both internal stakeholders and external vendors
• Communicate with vendors to request and deliver quotes from factories to clients
• Proactively follow up with vendors and clients to keep all parties informed throughout the order process
• Ensure timely and accurate invoicing of completed jobs
• Handle simple bookkeeping and billing reconciliation tasks
• Monitor job status to prevent missed billing or delivery issues
• Maintain up-to-date order status in CRM and WIP tools
• Flag inefficiencies or risks and participate in workflow improvement efforts
• Adhere to team best practices for naming, notes, and internal communication
• Request and evaluate quotes from international vendors (e.g., China, Vietnam, Cambodia)
• Identify and recommend the best pricing options to the sales team based on availability and cost

Preferred Qualifications

Familiarity with CRM systems and vendor coordination

Benefits

Remote/WFH