Seasonal Order Fulfillment Support Specialist at Merchology

Description

Mur-chol-uh-jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.

Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our HQ in Plymouth, MN. Come see why we are a three-time Star Tribune Top Workplaces award winner!

Merchology seeks an Order Fulfillment Support Specialist to work behind the scenes to monitor and support all orders as they move through the production and fulfillment process. This role ensures that orders are on track, issues are addressed quickly, and updates are communicated to the right teams and customers. The position serves as a key connection point between Customer Service, Operations, and the Sales team and should plan to work through December 2025 or January 2026.

A successful Order Fulfillment Support Specialist will be responsible for:

Order Monitoring & Communication

• Check missed firms, upcoming firms, and past due orders daily; escalate issues and communicate updates as needed.
• Track past due orders, document reasons for delay, and take necessary steps to move orders forward.
• Monitor special attention orders to ensure they stay on track and ship on time.
• Meet with the production team regularly to review open orders and address any blockers.

Ticket & Task Management

• Manage assigned operations tickets within the Operations pipeline.
• Monitor Outlook and HubSpot mentions, tasks, and firm-related updates to ensure follow-through.
• Manage order question tickets, including creating tickets for damaged or incorrect items and sending initial emails to customers.
• Confirm order details and resolve issues while orders are in production (logo location, thread colors, replacements, refunds, etc.).

Customer Success Support

• Process buy now ship later shipment requests and create buy now ship later SKUs as needed.
• Complete line item changes and split line items within orders accurately and efficiently.
• Provide timely updates to customer serive and sales on delays, changes, or resolutions.
• Manage MerchStore refunds and ensure accurate handling of customer accounts.

Requirements

REQUIRED QUALIFICATIONS

• High school diploma or GED required; Associates or Bachelors degree preferred
• One or more years of customer service experience in retail, restaurant, sales, or office environment
• Friendly and team-oriented attitude to Win as a Team
• Demonstrated problem solving skills
• Microsoft Office Suite proficiency
• Efficient and detail-oriented
• Excellent communication skills
• Experience with a CRM (e.g., Hubspot) preferred but not required

WHAT WE OFFER

In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:

• Pay for this role will be between $20.50 and $22.50 an hour
• Generous PTO (18 days per year)*
• 8 company-paid holidays*
• Hybrid work schedule for select departments
• 40 hours of paid volunteer time*
• 401(k) with match
• Medical and dental insurance options, FSA, and HSA*
• Company-paid life insurance and short-term disability*
• Company-sponsored social events
• Premium brand partner discounts
• Employee-led Committees in Social Events, Wellness, DE&I and Giveback

* denotes full-time permanent employee benefits

LOCATION

• 3000 Niagara Lane North, Plymouth, MN 55447
• Hybrid role: Three days onsite and two days remote following training - there is no option for fully remote work

INDUSTRY

• Business to Business E-commerce and Apparel

Merchology is an equal opportunity employer and Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email [email protected] for assistance.