Order Management & Customer Service Representative

The Order Management & Customer Service Representative serves as a key liaison between our customers, internal teams, and external partners. This role is responsible for ensuring a smooth end-to-end customer experience, from order processing and fulfillment to post-sale support , while upholding Swiss Madison’s commitment to excellence, efficiency, and customer satisfaction.

Essential Functions

Customer Service

• Respond promptly and professionally to customer inquiries via phone, email, and ticketing systems regarding product information, order status, shipment confirmations, and installation questions. 
• Maintain detailed and accurate case records in Help Scout, following established Standard Operating Procedures (SOPs) for escalation and resolution.
• Collaborate closely with the logistics, warehouse, and sales teams to resolve product or fulfillment-related concerns efficiently.
• Provide exceptional customer service that aligns with company values and satisfaction goals.
• Handle customer communications through email, supplier channels, and retail platforms (Amazon, Wayfair, Overstock, etc.).

Order Management

• Enter, track, and confirm both B2B and B2C orders using EDI, vendor portals, and SellerCloud.
• Coordinate with fulfillment centers and 3PLs to ensure timely shipments and proactively address delivery issues or delays.
• Monitor and reconcile discrepancies between purchase orders, invoices, and shipping records.
• Maintain organized and accurate order documentation for coordination with accounting and customer service teams.
• Review and process order cancellations, ensuring unshipped products are halted in time.
• Manage and follow through on credit memos, RMAs, and damage claims to resolution, documenting progress throughout the claims process

Wholesale Account Management

• Develop and maintain strong relationships with wholesale partners to ensure a positive experience.
• Provide pricing, quotes, and product information for wholesale customers.
• Create and manage new wholesale accounts and process wholesale orders efficiently.

Daily Tasks

• Complete all assigned tickets and customer communications by end of day, with clear follow-up notes and response timelines.

• Prioritize key daily actions including:

Wayfair, Amazon, and Overstock portal updates (must be completed before 12 PM EST).

Review and process overdue orders, replacement parts, and pending customer requests.

Monitor Amazon Seller messages, reviews, and BazaarVoice feedback to ensure prompt customer engagement.

• Review assigned Help Scout ticket buckets and follow up using sound judgment and customer-first thinking.
• Execute all additional tasks or projects as assigned.