Sales Support & Order Processing Specialist

This position is responsible for accurately and efficiently processing customer orders, maintaining customer and order data, generating invoices, and supporting timely payment processing. This role also provides front-line support for the company's eCommerce platform by assisting customers with account setup, online ordering, order verification, and issue resolution to ensure a seamless purchasing experience.

In addition, this position proactively communicates with customers to verify orders, answer product and order-related questions, identify sales opportunities, and support customer retention through professional, responsive service. By maintaining exceptional attention to detail, strong organizational skills, and a customer-first mindset, the Sales Support & Order Processing Specialist contributes to operational efficiency, increased online adoption, customer satisfaction, and overall business growth.

Responsibilities

Process customer orders accurately and efficiently through Sage ERP and other business systems; Review, verify, and maintain customer account information, pricing, shipping instructions, and order details to ensure accuracy; Generate invoices, process order documentation, and support timely billing and payment activities; Monitor the eCommerce platform, verify incoming online orders, and resolve order exceptions or customer issues; Assist customers with eCommerce account setup, password resets, website navigation, and online ordering inquiries; Proactively contact customers to verify orders, clarify discrepancies, communicate order status, and ensure order accuracy; Respond to customer inquiries via phone and email regarding products, pricing, availability, shipping, and order status in a professional and timely manner; Identify opportunities to increase sales by recommending complementary products, new product offerings, promotions, or alternative solutions that meet customer needs; Support customer retention through proactive follow-up, order confirmations, and exceptional customer service; Coordinate domestic and international shipments, including monitoring export documentation (SLI) and working with freight carriers to ensure timely delivery; Research and resolve customer concerns related to orders, shipping, invoicing, and product availability while collaborating with internal departments as needed; Generate reports and maintain accurate customer, order, and sales records within company systems; Maintain organized electronic documentation and records in accordance with company procedures; Assist with continuous improvement initiatives by identifying opportunities to streamline order processing, eCommerce workflows, and customer service processes; Perform other duties as assigned to support Sales, Marketing, Customer Service, and Operations

Requirements

High school diploma or equivalent required; Proficiency in Microsoft Office, particularly Excel, Outlook, and Word; Strong computer skills with the ability to quickly learn new software and business systems; Excellent attention to detail with the ability to accurately process orders and maintain customer records; Strong organizational, time management, and multitasking skills with the ability to prioritize in a fast-paced environment; Outstanding written and verbal communication skills with a professional, customer-focused approach; Demonstrated problem-solving skills and the ability to resolve customer concerns independently while knowing when to escalate issues; Ability to build positive relationships with customers and internal teams through responsive, courteous service; Comfortable making outbound customer calls to verify orders, provide updates, and support sales initiatives; Ability to identify opportunities to recommend additional products, promotions, or solutions that add value for customers; Ability to work independently while contributing effectively as part of a collaborative team; Availability to work full-time, Monday through Friday

Nice to have

Associate's degree or additional coursework in business, customer service, or a related field; Minimum of 2 years of experience in order processing, customer service, inside sales support, eCommerce support, or a related administrative role; Experience working with ERP systems (Sage preferred), CRM software, or eCommerce platforms

Benefits

medical; dental; vision; 401k matching