Order Processing & Customer Retention Specialist

Type: Full-Time | Monday–Friday
Work Schedule: Must be available during U.S. 8AM - 5PM Eastern Time
Reports To: Logistics Manager
Company: Engineer Supply

Pleases state your favorite color in the subject line. Additionally, send us a voice recording of your english speaking skills.

Role Overview

Engineer Supply is seeking an Order Processing & Customer Retention Specialist to manage customer orders from entry through fulfillment while helping protect the customer relationship throughout the process.

This role is responsible for processing orders accurately, following up with vendors, keeping customers informed on delays or backorders, and helping reduce cancellations by offering solutions and alternative options when needed.

This position is ideal for someone who is highly organized, proactive, detail-oriented, and customer-focused.

Key Responsibilities:

Order Processing:

Enter and process customer orders accurately
Review pricing, freight, taxes, shipping, and billing details
Track open orders and help ensure they move through the system properly
Maintain accurate records in internal systems
Must be proficient in Excel

Customer Communication & Retention:

Communicate with customers regarding order status, delays, and backorders
Provide clear and timely updates throughout the order process
Help reduce cancellations by offering solutions and alternative products when appropriate
Escalate customer issues to management when needed

Vendor & Fulfillment Coordination:

Follow up with vendors regarding lead times, delays, and backordered items
Coordinate with vendors and internal teams to keep orders moving
Monitor partial shipments, backorders, and fulfillment issues
Help resolve order problems before they become escalations

Process & Team Support:

Help improve order processing workflows and SOPs
Support accuracy, consistency, and accountability within the department
Work closely with internal tea ---------- mbers and offshore support staff as needed

Success in This Role Looks Like:

Orders are processed accurately and on time
Customers receive proactive communication and support
Delayed or at-risk orders are actively managed
Fewer cancellations and fewer order-related issues
Strong follow-up and ownership from start to finish

Qualifications:

Experience in order processing, customer service, operations, or inside sales support
Strong attention to detail and organizational skills
Comfortable working in a fast-paced environment
Strong phone, email, and customer communication skills
Experience with order management systems preferred
Stone Edge experience is a plus (training will be provided)
Must be highly proficient in Excel
Must be comfortable speaking with U.S.-based customers and vendors
Must have a stable internet connection, quiet work environment, and ability to work independently

Preferred Traits:

Strong English communication skills
High attention to detail
Reliable follow-up habits
Confident handling customer issues and delays professionally

Why Join Engineer Supply:

Engineer Supply is a growing organization serving professionals in surveying, construction, engineering, and precision measurement industries. This role is important to protecting both the customer experience and company revenue by ensuring orders are handled with care, urgency, and accountability.