Retail Customer Service Rep (Custom Orders / B2B)

Retail Customer Service Representative

Summary

The Retail Customer Service Representative is an associate-level position that plays a critical role in supporting Eagle Promotions' Retail Division by ensuring customer orders are processed accurately, on time, and with exceptional attention to detail. This position works closely with customers, vendors, purchasing, production, warehouse, and internal team members to coordinate orders from start to finish. The ideal candidate is polished, professional, highly organized, and comfortable communicating with corporate customers and internal departments in a fast-paced office environment.

Key Responsibilities

• Process customer purchase orders accurately and on time.
• Review, enter, revise, and maintain customer orders within customer systems.
• Purchase required order components and coordinate with vendors.
• Route paperwork and purchase orders through internal departments from start to finish.
• Monitor order status and proactively communicate updates.
• Resolve inventory and stock issues as they arise.
• Maintain accurate inventory records for pre-printed goods.
• Maintain retail reference packets and documentation.
• Coordinate with Purchasing, Production, Warehouse, and Shipping to ensure timely order fulfillment.
• Cross-train and assist other team members as business needs require.

Required Skills / Experience

• Minimum two (2) years of professional office experience.
• Experience in customer service, administrative support, account coordination, order processing, or project coordination.
• Experience supporting corporate customers or business-to-business (B2B) clients.
• Intermediate proficiency with Microsoft Outlook, Excel, Word, and PowerPoint.
• Exceptional attention to detail and organizational skills.
• Excellent verbal and written communication skills.
• Professional telephone and email etiquette.
• Ability to manage multiple priorities and deadlines in a fast-paced office environment.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Positive, professional, and solution-oriented attitude.
• Ability to quickly learn new software, systems, and processes.

Education

• High School Diploma or GED required.
• Associate's Degree preferred.

Company Expectations

• Uphold Eagle Promotions' culture and mission.
• Provide exceptional customer service to internal and external customers.
• Demonstrate professionalism, integrity, and confidentiality.
• Exhibit reliability, punctuality, accountability, and teamwork.
• Communicate effectively and accept constructive feedback with adaptability and flexibility.

Equal Employment Opportunity

Eagle Promotions is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.