Order Management and Customer Service Specialist

WHY WORK AT BROWNIE POINTS?

We believe work should feel as good as our bakery smells. We are a women-owned, WBENC-certified family business where creativity, collaboration, and excellence are baked into everything we do. You will work alongside exceptional bakers and customer service experts to make, decorate, package, and deliver unforgettable brownies, cookies, and confections, all while being part of a close-knit team that works hard, supports one another, and takes real pride in what we do. Brownie Points is not only a great place to work – it is a place where you get to create and send joy to others, every single day.

JOB DESCRIPTION

Our Order Management & Customer Service Specialist ensures that consumer, corporate gifting, marketplace, and wholesale orders are captured accurately, translated into complete production and shipping instructions, and fulfilled in time to meet customer commitments.

This role combines order entry, advanced Excel and CSV preparation, ShipStation administration, production coordination, shipment monitoring, and customer service. The Specialist serves as the operational link among Customers, Sales, Production, Fulfillment, Shipping, and Accounting and is expected to prevent errors, communicate risks early, and own issues through resolution. Duties and responsibilities include, but are not limited to:

• Monitor all order channels - website, inboxes, phone/manual, gifting, marketplaces, wholesale purchase orders, and Sales - and enter or import orders into ShipStation by cutoff.
• Validate customer and recipient data, SKUs, quantities and case packs, packaging and customization, messages, pricing, tax, payment, addresses, dates, shipping, and handling; resolve discrepancies, duplicates, changes, service levels, and source-to-system reconciliation.
• Build and maintain Excel and CSV files, templates, mappings, data dictionaries, and SKU cross-references for ShipStation, marketplaces, gifting, wholesale, Production, and Shipping.
• Use advanced Excel to clean, standardize, validate, and reconcile fields, totals, duplicates, and uploads; preserve identifiers, correct errors, control versions and statuses, protect data, and prevent duplicate or incomplete orders.
• Release validated, production-ready orders; provide daily and forward-looking queues and coordinate volume, availability, substitutions, packaging, materials, sequencing, and holds across operational teams.
• Monitor dashboards, cutoffs, addresses, SKUs, labels, synchronization, shipping methods, temperature protection, status, and tracking; resolve late scans and document reships, replacements, partial shipments, and recovery orders.
• Greet, welcome and attend to all visitors and/or customers entering our retail shop.
• Support consumers, recipients, corporate and wholesale clients, and marketplace contacts; provide accurate product, gifting, delivery, tracking, storage, shelf-life, nutrition, and allergen guidance with realistic expectations.
• Monitor sensitive orders; investigate failures, de-escalate, arrange authorized remedies, document root cause, cost, and outcome, and escalate food-safety, allergen, fraud, chargeback, legal, social-media, recurring, or high-value risks.
• Manage corporate gifting from Sales handoff through shipment, validating recipient files, products, dates, messages, personalization, templates, pricing, communications, and tracking.
• Manage wholesale purchase orders, including Brownie Bites; validate SKUs, quantities and case packs, dates, addresses, pricing, routing, and documents; meet portal, EDI, label, advance-ship-notice, tracking, and appointment requirements and reconcile ordered-to-billed quantities.
• Reconcile daily order status by channel; maintain exceptions and track accuracy, processing, upload success, response time, holds, scans, reships, refunds, complaints, and defects.
• Analyze root causes; improve templates, controls, mappings, procedures, reports, and handoffs; test changes, maintain instructions, cross-train backups, and support planning and reviews.

REQUIRED SKILLS

• Advanced Excel and CSV preparation and import: formulas, lookups, text and date functions, tables, validation, conditional formatting, PivotTables, mapping, and reconciliation.
• ShipStation proficiency or rapid mastery of comparable order-management, shipping, e-commerce, ERP, or marketplace systems; strong order-lifecycle knowledge.
• Fast, accurate data entry and navigation with exceptional attention to names, addresses, dates, SKUs, quantities, pricing, shipping, and instructions.
• Clear communication, service recovery, de-escalation, organization, prioritization, and follow-through under deadlines and seasonal volume.
• Sound judgment, collaboration, business math, confidentiality, and appropriate escalation to management, food safety, Accounting, Sales, or Production.

PREFERRED SKILLS

• ShipStation bulk imports, mappings, holds, updates, and tracking synchronization.
• Adobe Commerce/Magento, Shopify, WooCommerce, marketplace, CRM, ticketing, or shared-inbox systems.
• Food, bakery, gifting, DTC/CPG, wholesale, distribution, perishables, or multi-address corporate gifting.
• EDI/SPS Commerce, routing guides, advance ship notices, chargebacks, UPS/FedEx, SOPs, Excel templates, or workflow improvement.

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent required; relevant degree preferred.
• 3 years' related experience required; strongest candidates have 4-5 years, including 2 in order management and 1 in customer or delivery escalations.
• 2 years' hands-on Excel experience required; advanced proficiency assessed practically.
• Multi-line or multi-address, high-volume, wholesale or marketplace, date-sensitive, food or gifting, DTC, fulfillment, or seasonal-peak experience preferred.
• Professional service-recovery experience required.

REQUIRED COMPETENCIES

Detail Orientation

• Attention to Detail and Data Accuracy: Verifies sources, totals, high-risk fields, and accuracy.
• Process Discipline: Follows cutoffs, controls, approvals, and documentation.
• Organization and Time Management: Organizes queues and deadlines; flags obstacles early.

Customer-First Mindset

• Customer Focus and Empathy: Balances impact, care, policy, and trust.
• Clear Communication: Confirms understanding and sets clear expectations.
• Composure and De-escalation: Remains respectful and resolves without defensiveness.

Results Orientation

• Accountability and Follow-Through: Owns completion, next steps, and corrections.
• Sense of Urgency and Prioritization: Prioritizes cutoff, delivery, and customer risks.
• Resilience and Stress Tolerance: Sustains accuracy and courtesy during surges.

Continuous Improvement Orientation

• Learning Agility and Systems Aptitude: Learns products, channels, rules, and workflows quickly.
• Problem Solving and Judgment: Finds root causes and escalates material risk.
• Data Fluency and Systems Thinking: Understands data flow and downstream effects.

Work as One Team

• Collaboration: Shares information and solves without blame.
• Adaptability: Shifts priorities without losing quality.
• Continuous Improvement: Standardizes work to reduce errors and rework.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• On-site computer work requires prolonged sitting, repetitive data entry, detailed reading, concentration, and phone, email, and chat.
• Occasional department movement and lifting up to 25 pounds.
• Bakery exposure includes noise, moving equipment, temperature changes, food odors, peanuts, tree nuts, gluten, and other allergens.
• Reliable attendance is required; peak periods may require extended, early or late, or weekend hours.
• Reasonable accommodations may support essential functions.

Pay: $25.00 - $30.00 per hour

Expected hours: 40.0 per week

Benefits:

• Paid time off
• Retirement plan

Education:

• High school or equivalent (Required)

Experience:

• Ecommerce Customer Service: 1 year (Required)
• Ecommerce Order Management: 2 years (Required)

Ability to Commute:

• Columbus, OH 43213 (Required)

Work Location: In person

Salary : $25 - $30