Frankford Candy LLC is America's leading supplier of licensed branded confections, marketing products under popular brands like Nickelodeon, Disney, Marvel, Mars, and more. We market a broad range of seasonal and everyday chocolate and non-chocolate products to all major retail distribution channels nationally. Frankford manufactures chocolate products in our Northeast Philadelphia, PA headquarters and imports other confectionery products from countries all over the world.
We are looking for a Order Management Coordinator to join our dynamic team. In this role, you will serve as the primary member of our Sales Support Team, driving internal HQ projects, processing orders, monitoring inventory levels, and providing essential support to manage key accounts effectively.
RESPONSIBILITIES
Order Processing: Receive, review, and process customer orders accurately and efficiently using our internal systems.
Inventory Management: Monitor inventory levels and collaborate with warehouse teams to ensure availability of products for timely order fulfillment.
Communication: Serve as the main point of contact for customers regarding order status, shipping details, and delivery schedules.
Coordination: Work closely with sales, broker partners, buyers, and other retail departments to resolve issues, expedite orders, and ensure customer requirements are met.
Documentation: Maintain orderly records of orders, shipments, and invoices, ensuring all documentation is complete and compliant.
Quality Assurance: Perform quality checks on orders and shipments to ensure accuracy and adherence to customer specifications.
Reporting: Generate reports on order status, inventory levels, and performance metrics to management as needed.
Respond to customer inquiries, offering appropriate solutions and alternatives in a timely manner; follow up to ensure resolution and escalate as needed through proper channels.
Document customer interactions, transactions, feedback, and inquiries.
Maintain a positive, empathetic, and professional attitude towards customers at all times.
Develop in-depth knowledge of company products to effectively address customer questions.
Ensure customer satisfaction by providing exceptional customer support.
Perform other duties as assigned.
EXPERIENCE / EDUCATION
Proven experience in order management, customer service, or a related field.
Strong organizational skills and attention to detail.
Excellent verbal and written communication skills.
Proficiency in using order processing software.
Advanced skills in Microsoft suite of products (Word, Excel, PowerPoint, etc.).
Ability to prioritize tasks and work effectively under pressure.
Proficient in multi-tasking, prioritizing, and managing time effectively.
Problem-solving skills and a proactive attitude towards issue resolution.
Ability to understand and adapt to various customer personalities.
Strong phone contact handling skills and active listening abilities.