Job Description

About the Role n

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.

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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.

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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.

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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.

Key Qualifications n

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- 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.
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- Hands-on experience managing orders from approval through production and delivery.
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- Strong understanding of promotional product supplier and production workflows.
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- Experience working with promotional product orders, suppliers, decorators, or branded merchandise.
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- Knowledge of common decoration methods, including:
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- Screen printing
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- Embroidery
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- Laser engraving
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- Heat transfer
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- Strong computer and data-entry skills.
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- Excellent attention to detail when reviewing:
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- Product SKUs
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- Quantities
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- Pricing
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- Artwork proofs
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- Shipping information
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- Supplier confirmations
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- Strong organizational skills and ability to manage multiple orders and deadlines.
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- Excellent written and verbal English communication skills.
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- Strong customer service and relationship-management skills.
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- Ability to communicate professionally with clients, suppliers, account teams, and internal stakeholders.
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- Strong problem-solving and follow-up skills.
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- Ability to remain organized and professional while managing time-sensitive orders.
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- Ability to work effectively in a hybrid work setting .
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Preferred Qualifications nn
- Hands-on experience using commonsku .
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- Familiarity with PromoStandards .
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- Experience with order routing and supplier order management.
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- Experience managing promotional product artwork approvals.
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- Experience coordinating multi-location shipments, kitting, or custom packaging.
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- Experience handling supplier claims, replacements, credits, or freight issues.
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ResponsibilitiesOrder & Workflow Management n

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- Convert approved client presentations into project files, sales orders, and purchase orders using the company's established processes.
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- Prepare supplier purchase orders and verify product specifications, imprint methods, colors, quantities, ship dates, and decorator instructions.
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- Monitor orders from production through delivery.
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- Follow up with suppliers regarding production status and delivery schedules.
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- Review supplier confirmations against sales orders to identify discrepancies in pricing, freight, quantities, or production timelines.
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- Ensure order information is complete and accurate before release to production.
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- Monitor critical deadlines and proactively address potential delays.
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Client & Supplier Communication nn
- Serve as a day-to-day contact for clients regarding post-sale order inquiries.
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- Provide updates regarding order status, tracking information, shipping, and delivery timelines.
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- Coordinate artwork proofs and client approvals.
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- Communicate client revisions and approvals to graphic designers and suppliers.
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- Maintain professional communication with clients, account executives, suppliers, decorators, and internal teams.
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- Develop effective working relationships with promotional product suppliers.
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- Communicate order changes, delays, and potential issues promptly.
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Problem Resolution & Logistics nn
- Identify and resolve production delays, inventory shortages, stock-outs, and shipping issues.
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- Communicate available solutions and options to the appropriate account or client-facing team.
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- Coordinate claims involving incorrect, damaged, or misprinted products.
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- Work with suppliers to obtain replacements, credits, or corrective actions when appropriate.
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- Coordinate split shipments, kitting projects, and custom packaging requirements.
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- Escalate issues when deadlines or client commitments are at risk.
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Financial & Administrative Support nn
- Review supplier invoices against purchase orders for pricing, quantities, freight, and other applicable charges.
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- Submit appropriate documentation to the accounting team according to established procedures.
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- Maintain accurate client accounts, contacts, shipping information, and delivery details.
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- Maintain complete and accurate order documentation.
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- Keep CRM and order records current.
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- Support additional order coordination and administrative activities as required.
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Systems & Tools n

Experience with the following is relevant to this position:

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Required/Relevant Experience

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

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- commonsku
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- PromoStandards
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- Order routing platforms
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What Success Looks Like n

Success in this position means:

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- Orders are accurately entered and coordinated.
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- Supplier requirements are communicated clearly.
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- Client approvals are obtained on time.
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- Potential production and shipping issues are identified early.
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- Supplier and client communication is timely and professional.
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- Order records remain accurate and complete.
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- Critical delivery deadlines are actively monitored.
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- Issues are followed through to resolution.
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📌 Promotional Products Customer Service Representative & Order Coordinator (Gujarat)
🏢 Office Beacon
📍 Gujarat