Customer Service & Order Management Coordinator (ZR-731)

We are seeking a highly organized and proactive Customer Service & Order Management Coordinator to oversee the entire order fulfillment process from Sales handoff through purchase order creation, supplier coordination, approvals, production, shipping, and final delivery. This role focuses on order management and coordination rather than traditional call-center customer service. The ideal candidate will be detail-oriented, comfortable managing multiple priorities, and skilled at collaborating with customers, suppliers, Sales, Operations, and Logistics teams to ensure smooth and timely order completion.

Key Responsibilities

- Receive, review, and process Sales Orders submitted by the Sales team, ensuring accuracy and completeness.
- Enter, update, and maintain order information in Syncore / Facilisgroup systems.
- Verify product details, quantities, pricing, shipping information, and delivery timelines.
- Research and source promotional products based on customer needs when required.
- Create and process Purchase Orders (POs/ePOs) for suppliers and confirm receipt and acknowledgment.
- Coordinate with suppliers on product availability, pricing, production lead times, decoration/imprint requirements, shipping schedules, and order status.
- Manage artwork, proofs, and approvals prior to production.
- Follow up on outstanding approvals from customers, suppliers, and internal teams.
- Track orders through production and shipping to ensure deadlines are met, handling rush and time-sensitive orders proactively.
- Provide timely order-status updates to customers and Sales representatives.
- Collaborate with Logistics to coordinate shipping, tracking, and delivery.
- Address order changes, discrepancies, backorders, supplier issues, and other exceptions promptly.
- Handle incoming and outgoing business calls with customers, suppliers, and internal teams professionally.
- Maintain accurate order notes, documentation, and communication history.
- Escalate significant issues related to pricing, production, quality, inventory, or delivery as necessary.
- Manage multiple active orders and deadlines while maintaining high accuracy and responsiveness.

Required Qualifications

- Previous experience in Customer Service, Order Processing, Sales Support, Order Coordination, Purchasing Support, or Operations.
- Hands-on experience working with Purchase Orders and supplier/vendor coordination.
- Strong written and verbal English communication skills.
- Comfortable managing business calls with customers, suppliers, and internal teams.
- Exceptional attention to detail and accuracy.
- Excellent organizational skills with the ability to follow up proactively.
- Ability to manage multiple orders and deadlines simultaneously.
- Strong coordination and communication skills across diverse teams.
- Effective problem-solving skills related to supplier, inventory, production, or delivery challenges.
- Willingness and ability to learn new software and order management systems.

Preferred Qualifications and Benefits

- Experience with Syncore / Facilisgroup systems is preferred but not required.
- Familiarity with other ERP, CRM, procurement, order-management, or fulfillment software is an advantage.
- Experience in industries such as Promotional Products, Branded Merchandise, Printing, Screen Printing, Embroidery, Apparel, Corporate Gifts, Signage, Wholesale, Distribution, E-commerce, or Order Fulfillment will be beneficial.
- Full-time position with work hours from 8:30 AM to 5:30 PM EST (5:30 PM to 2:30 AM PKT).
- Location preference is onsite with a remote work option available.
- Office based in Karachi, Shaheed-e-Millat Road, off Shahrah-e-Faisal.

This role is ideal for a detail-oriented, proactive professional who can independently manage the order process from Sales handoff through final delivery, ensuring customer satisfaction and operational efficiency.