Promotional Products Customer Service Representative & Order Coordinator

Office Beacon LLC · Gujarat, India

We are seeking a detail-oriented and customer-focused Promotional Products Customer Service Representative & Order Coordinator to support client orders from initial approval through production and delivery.

This role is suited to someone with hands-on experience in the promotional products or branded merchandise industry who understands supplier workflows, order coordination, production requirements, and client communication.

You will coordinate between clients, account executives, graphic designers, suppliers, decorators, and internal teams to ensure orders are accurate, approvals are completed on time, and delivery commitments are properly managed.

The successful candidate will be comfortable managing multiple orders simultaneously, maintaining accurate records, following up proactively, and resolving production, inventory, and shipping issues before they affect client commitments.

• At least 2 years of experience in customer service, order coordination, order management, or a similar role within the promotional products or branded merchandise industry.
• Hands-on experience managing orders from approval through production and delivery.
• Strong understanding of promotional product supplier and production workflows.
• Experience working with promotional product orders, suppliers, decorators, or branded merchandise.
• Knowledge of common decoration methods, including:
• Screen printing
• Embroidery
• Laser engraving
• Heat transfer
• Strong computer and data-entry skills.
• Excellent attention to detail when reviewing:
• Product SKUs
• Quantities
• Pricing
• Artwork proofs
• Shipping information
• Supplier confirmations
• Strong organizational skills and ability to manage multiple orders and deadlines.
• Excellent written and verbal English communication skills.
• Strong customer service and relationship-management skills.
• Ability to communicate professionally with clients, suppliers, account teams, and internal stakeholders.
• Strong problem-solving and follow-up skills.
• Ability to remain organized and professional while managing time-sensitive orders.
• Ability to work effectively in a hybrid work environment .

• Hands-on experience using commonsku .
• Familiarity with PromoStandards .
• Experience with order routing and supplier order management.
• Experience managing promotional product artwork approvals.
• Experience coordinating multi-location shipments, kitting, or custom packaging.
• Experience handling supplier claims, replacements, credits, or freight issues.

• Convert approved client presentations into project files, sales orders, and purchase orders using the company's established processes.
• Prepare supplier purchase orders and verify product specifications, imprint methods, colors, quantities, ship dates, and decorator instructions.
• Monitor orders from production through delivery.
• Follow up with suppliers regarding production status and delivery schedules.
• Review supplier confirmations against sales orders to identify discrepancies in pricing, freight, quantities, or production timelines.
• Ensure order information is complete and accurate before release to production.
• Monitor critical deadlines and proactively address potential delays.

• Serve as a day-to-day contact for clients regarding post-sale order inquiries.
• Provide updates regarding order status, tracking information, shipping, and delivery timelines.
• Coordinate artwork proofs and client approvals.
• Communicate client revisions and approvals to graphic designers and suppliers.
• Maintain professional communication with clients, account executives, suppliers, decorators, and internal teams.
• Develop effective working relationships with promotional product suppliers.
• Communicate order changes, delays, and potential issues promptly.

• Identify and resolve production delays, inventory shortages, stock-outs, and shipping issues.
• Communicate available solutions and options to the appropriate account or client-facing team.
• Coordinate claims involving incorrect, damaged, or misprinted products.
• Work with suppliers to obtain replacements, credits, or corrective actions when appropriate.
• Coordinate split shipments, kitting projects, and custom packaging requirements.
• Escalate issues when deadlines or client commitments are at risk.

• Review supplier invoices against purchase orders for pricing, quantities, freight, and other applicable charges.
• Submit appropriate documentation to the accounting team according to established procedures.
• Maintain accurate client accounts, contacts, shipping information, and delivery details.
• Maintain complete and accurate order documentation.
• Keep CRM and order records current.
• Support additional order coordination and administrative activities as required.

Experience with the following is relevant to this position:

Required/Relevant Experience

• Promotional product order management systems
• CRM/order management systems
• Data-entry and order tracking tools

Preferred

• commonsku
• PromoStandards
• Order routing platforms

Success in this position means:

• Orders are accurately entered and coordinated.
• Supplier requirements are communicated clearly.
• Client approvals are obtained on time.
• Potential production and shipping issues are identified early.
• Supplier and client communication is timely and professional.
• Order records remain accurate and complete.
• Critical delivery deadlines are actively monitored.
• Issues are followed through to resolution.