Overview of Role:

The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production. This role ensures that all orders are accurately entered into the system, verified for correctness, and released to the production team in a timely manner. 

PRIMARY RESPONSIBILITIES:

• Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order
• Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
• Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required)
• Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
• Monitor the status of orders throughout each tab in on the dashboard, ensuring timely updates and communications with the customer. Calling the customer by phone may be required if no responses are received via email. 
• Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
• Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production. 
• Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders being placed on clarify. 
• Provide timely and accurate updates to customers regarding order status, changes, or delays. (eg supply eligible/stock issues, clarifies, production problems, etc)
• Respond to customer inquiries related to order processing, shipping, and delivery.
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Any other order processing tasks that may be required.
• Fluent English is required

About Pens.com 

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com 

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).

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