Company Overview

Béquet Confections is the nation's premier gourmet caramel company, committed to delivering exceptional quality and flavor. Since our founding in 2001, we have received numerous prestigious awards and continue to uphold our tradition of excellence in every batch produced.

Position Summary

The Order Processing Specialist provides responsive, professional customer support across Béquet Confections' retail, general wholesale, and other customer channels. This position serves as a primary point of contact for day-to-day inquiries, order entry and support, basic shipping questions, and routine issue resolution. This position works closely with the Customer Service Team, Production, Shipping/Receiving, Quality Control, and managers to ensure customers receive accurate information and timely assistance. The role follows established processes, resolves issues within its scope, and escalates complex, high-risk, or non-routine matters to the Customer Service Manager or Leadership as appropriate.

Key Responsibilities

Customer Support Across Channels

• Provide timely, courteous, and professional support to retail customers, general wholesale customers, and internal partners by phone, email, and other assigned channels.
• Respond to routine questions regarding products, order status, availability, shipping, and company processes.
• Maintain a customer-focused approach while communicating clearly, accurately, and consistently.
• Recognize complex, sensitive, or high-impact concerns and escalate them promptly to the appropriate manager or Sales/Leadership contact.

Order Entry and Processing

• Enter and process customer orders accurately and within established timelines.
• Review orders for completeness, correct item information, quantities, pricing, shipping details, and customer instructions.
• Create invoices as needed and assist with routine order documentation.
• Identify order discrepancies, inventory concerns, or timing issues and communicate them promptly.

Customer Issue Resolution

• Resolve routine customer concerns, including order changes, shipping questions, damages, shortages, and other service issues, according to established policies.
• Gather complete and accurate information before determining next steps or escalating an issue.
• Document customer contacts, actions taken, and follow-up commitments in the appropriate systems.
• Follow through on open items until they are resolved or formally transferred to another owner.

Cross-Functional Coordination

• Serve as a communication bridge between Customer Service, Production, Shipping/Receiving, Quality Control, and managers.
• Share accurate order information, customer needs, deadlines, and changes with the appropriate internal teams.
• Support team coverage and assist with customer service priorities and Point of Sale as assigned.

Shipping and Documentation Support

• Provide basic shipping information and status updates using available systems and carrier information.
• Assist with routine shipping documents, customer records, invoices, and other administrative materials.
• Maintain organized, accurate, and current customer and order records.

Process Improvement

• Follow established customer service procedures, work instructions, and quality standards.
• Identify recurring customer or order issues and share improvement opportunities with the Customer Service Manager.
• Contribute to a 'See it. Own it. Solve it.' culture through collaboration, accountability, and follow-through.

Requirements: Knowledge, Skills, and Abilities

• 1+ year of customer service, order processing, administrative support, retail, or related experience preferred.
• Strong customer service skills and a professional, solution-oriented communication style.
• Strong administrative and organizational skills with careful attention to detail.
• Ability to manage multiple priorities in a fast-paced environment and adapt to changing needs.
• Clear and professional verbal and written communication skills.
• Proficient computer skills and the ability to learn internal systems quickly.
• Ability to work with a sense of urgency while maintaining accuracy and professionalism.
• Experience with QuickBooks Online, Shopify, ShipStation, or similar order-management systems is a plus.

Core Competencies Needed for Success

• Customer focus and professionalism
• Accuracy and consistency in order entry and administrative work
• Responsiveness and timely follow-through
• Clear verbal and written communication
• Sound judgment and appropriate escalation
• Teamwork and cross-functional collaboration
• Calm, practical problem-solving

Key Performance Metrics (KPIs)

• Customer satisfaction and professionalism
• Timeliness and responsiveness to customer inquiries
• Order-entry and documentation accuracy
• Quality and completeness of issue resolution and follow-up
• Reliability in supporting team coverage and assigned priorities

Work Environment and Physical Requirements

• Professional office environment; exposed to general business noise and interruptions.
• Minimal travel.
• Occasional movement including reaching, squatting, stooping, kneeling, bending, and lifting up to 25 lbs.
• Ability to sit for long periods and perform repetitive typing and computer-based work.

If you are ready to make a difference in the world of gourmet confections and lead a passionate team, we invite you to apply today and be part of our sweet journey!

Job Type: Full-time

Pay: $21.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What attracted you to this position?
• How do you define good customer service?

Work Location: In person