Customer Service & Order Management Coordinator (ZR-731)

We are looking for a Customer Service & Order Management Coordinator to manage customer orders from Sales handoff through Purchase Order, supplier coordination, approvals, production, shipping, and final delivery.

This is primarily an order management and coordination role, rather than a traditional call-center customer service position. The ideal candidate will be highly organized, detail-oriented, proactive with follow-ups, and comfortable coordinating with customers, suppliers, Sales, Operations, and Logistics teams.

Responsibilities

• Receive, review, and process Sales Orders submitted by the Sales team.
• Enter, update, and maintain accurate order information in Syncore / Facilisgroup.
• Verify product details, quantities, pricing, shipping information, and required timelines.
• Research and source promotional products based on customer requirements when needed.
• Create and process Purchase Orders (POs/ePOs) for suppliers.
• Send POs to suppliers and confirm receipt and order acknowledgment.
• Coordinate with suppliers regarding:
  • Product availability and inventory
  • Pricing
  • Production lead times
  • Decoration/imprint requirements
  • Shipping timelines
  • Order status
• Coordinate artwork, proofs, and required approvals before production.
• Follow up on outstanding customer, supplier, and internal approvals.
• Track orders through production and shipping to ensure deadlines are met.
• Handle rush and time-sensitive orders and identify potential delays early.
• Provide customers and Sales representatives with timely order-status updates.
• Coordinate with Logistics regarding shipping, tracking, and delivery.
• Handle order changes, discrepancies, backorders, supplier issues, and other exceptions.
• Make outgoing and receive incoming business calls from customers, suppliers, and internal teams.
• Maintain accurate order notes, documentation, and communication history.
• Escalate significant pricing, production, quality, inventory, or delivery issues when required.
• Manage multiple active orders and deadlines while maintaining accuracy and responsiveness.

Requirements

• Previous experience in Customer Service, Order Processing, Sales Support, Order Coordination, Purchasing Support, or Operations.
• Hands-on experience working with Purchase Orders and suppliers/vendors.
• Strong written and verbal English communication skills.
• Comfortable handling incoming and outgoing business calls.
• Strong attention to detail and accuracy.
• Excellent follow-up and organizational skills.
• Ability to manage multiple active orders and deadlines simultaneously.
• Strong coordination and communication skills across multiple teams.
• Good problem-solving skills when dealing with supplier, inventory, production, or delivery issues.
• Comfortable learning new software and order-management systems.
• Syncore / Facilisgroup experience is preferred but not required.
• Experience with other ERP, CRM, procurement, order-management, or fulfillment systems will be considered.

Ideal Candidate Profile

The ideal candidate is an organized and proactive order coordinator who can take ownership of an order after the Sales handoff and help drive it through the complete fulfillment process.

They should be:

• Detail-oriented and highly organized.
• Responsive and proactive with follow-ups.
• Comfortable communicating with both customers and suppliers.
• Experienced in managing Sales Orders, POs, suppliers, approvals, production timelines, and shipping.
• Able to identify potential delays and resolve issues proactively.
• Comfortable managing multiple orders and priorities at the same time.
• Able to work independently with minimal supervision.

Experience in any of the following industries will be an advantage:

Promotional Products | Branded Merchandise | Printing | Screen Printing | Embroidery | Apparel | Corporate Gifts | Signage | Wholesale | Distribution | E-commerce | Order Fulfillment

Other Details

• Job Type: Full-time
• Work Hours: 8:30 AM – 5:30 PM EST (5:30 PM – 2:30 AM PKT)
• Location: Preferred Onsite / Remote option available
• Office Location: Shaheed-e-Millat Road, off Shahrah-e-Faisal, Karachi
• Primary System: Syncore / Facilisgroup
• Syncore experience: Preferred but not required