Order Management and Customer Care Specialist

Job Description

Job DescriptionStep into a day where you make orders happen—and customers smile

Your morning starts with a dashboard of incoming orders. You organize, verify, and process each one, ensuring every detail follows our Customer Service Procedures and SOPs. Because we operate under ISO standards, adherence to those procedures isn’t optional—it’s how we do excellent work.

By mid-morning, you’re answering calls, greeting a visiting customer, and pulling a proof of delivery. An internal sales rep needs backorder timing—handled. A client requests a certificate and a product sample—sent. In the afternoon, you log into customer portals to download order files, update statuses, and communicate clearly—especially when the news is tough. You keep things calm, professional, and solution-focused. From the moment an order arrives to the moment it ships, you’re the steady hand guiding it all the way to delivery.

What you’ll handle

• Take incoming calls, welcome visitors, and keep core clerical tasks organized and accurate.
• Process new orders, changes, and cancellations in line with established Customer Service Procedures and SOP requirements.
• Share documents and updates: certificates, proofs of delivery, backorder details, samples, and shipment status.
• Communicate with care when delivering difficult updates (e.g., extended backorders, credit holds), using active listening to de‑escalate and resolve.
• Navigate customer portals to locate, download, and manage files.
• Pitch in across departments as needed to support a wide range of office duties.

Skills you’ll rely on

• Microsoft Office proficiency; ability to type 40–45 wpm; experience creating and maintaining databases and spreadsheets.
• Strong written and verbal communication; professional phone presence; diplomacy, negotiation, listening, and stress‑management skills.
• Team‑minded yet self‑directed; highly organized and detail‑driven with excellent filing, recordkeeping, planning, time management, and multitasking abilities.

Background we’re looking for

• High school diploma or GED.
• 1–2 years of experience in an office environment.

Compensation, schedule, and benefits

• Compensation: $21.00 – $36.00 hourly
• Schedule: First Shift, Monday–Friday (shorter day on Friday)
• Benefits: Medical, Dental, Vision, Life Insurance, and more
• 401(k) with company match
• PTO and 11 paid company holidays
• Tuition reimbursement and paid company training
• Opportunities to advance your career

Physical expectations

• Occasionally lift or move boxes/files up to 25 lbs.
• Able to ascend/descend stairs.
• Able to sit, stand, walk, climb, stoop, and kneel.

Ready to join us?

Bring your organizational strengths and customer focus to a role where your follow‑through matters. Apply online at paceind.com.