Order Management Specialist

We are looking to add a motivated individual to our team in the role of Customer Account & Order Management Specialist. This critical position serves as a primary point of contact for customer order management and account support, ensuring orders are processed accurately and delivered efficiently. The ideal candidate is organized, detail-oriented, customer-focused, and able to collaborate effectively across multiple departments to support a seamless customer experience.

This is a full-time (Monday-Friday), in-person position based in our Kent, WA office.

Key Responsibilities

Order Processing & Account Management

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• Receive, review, enter, and process customer orders accurately and efficiently.
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• Verify order details including product availability, pricing, shipping instructions, and customer-specific requirements.
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• Manage open orders from receipt through fulfillment, proactively communicating status updates and resolving order-related issues.
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• Serve as a primary point of contact for assigned customer accounts regarding order inquiries, backorders, shipment schedules, and product availability.
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• Coordinate with internal departments to ensure timely and accurate order fulfillment.
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• Process credits, returns, and order adjustments in accordance with company policies and procedures.
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• Maintain accurate customer account records and documentation.
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Customer Support & Relationship Management

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• Provide professional, responsive support to customers via phone, email, and ticketing systems.
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• Resolve customer inquiries related to orders, shipments, inventory availability, and account-related concerns.
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• Escalate complex issues to the appropriate departments while maintaining ownership of customer communication and follow-up.
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• Build strong working relationships with customers by providing consistent and reliable service.
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• Assist customers in navigating available resources, product information, and company processes.
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Inventory & Fulfillment Coordination

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• Collaborate closely with warehouse and operations teams to monitor inventory availability and order priorities.
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• Track shipment status and provide customers with delivery and tracking updates.
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• Assist in resolving fulfillment challenges including shipping delays, damages, shortages, or lost shipments.
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• Identify and communicate potential supply or distribution issues that may impact customer orders.
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Process Improvement & Administrative Support

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• Maintain a high degree of accuracy in order entry, account records, and related documentation.
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• Support continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
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• Participate in product training and new product launch activities.
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• Assist with maintaining customer-facing knowledge base resources and internal process documentation.
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• Identify recurring customer service or order management issues and recommend process improvements.
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• Perform other related duties and projects as assigned.
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Preferred Qualifications

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• 3 years of Customer Service/Account Management/Order Fulfillment background
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• Strong organizational skills and attention to detail.
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• Excellent written and verbal communication skills.
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• Experience with order management, customer account support, customer service, or supply chain operations.
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• Ability to manage multiple priorities in a fast-paced environment.
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• Proficiency with ERP systems, Microsoft Office, and customer service/ticket management platforms.
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Strong problem-solving skills with a customer-first mindset.

Compensation: DOE $27.00-$30.00