Order Management Specialist

Company Description

Zeal Concept, Inc. is a creative company specializing in home, gift, office, and stationery goods. Our family of brands offers beautifully designed products that inspire joy and simplify life. From concept to delivery, we collaborate with global vendor partners to manufacture high-quality consumer products for e-commerce and retail. Our experienced team is passionate about design and brings a unique energy to every stage of product development.

The Order Management Coordinator is responsible for managing wholesale and direct-to-consumer (DTC) order processing from entry through fulfillment, returns, and customer support. This role works closely with 3PL partners, internal teams, and customers to ensure accurate order processing, inventory movement, and smooth customer experience across wholesale and ecommerce channels.

Wholesale Order Processing & Fulfillment

• Review and process daily wholesale orders, ensuring:
• Accurate order details
• Correct shipping windows
• Payment Terms/Status
• Verify QBE order imports for accuracy
• Upload orders to Zeal 3PL and route through customer and carrier portals
• Create shipping labels, packing lists, BOLs and pallet labels
• Perform QBE inventory transfers for all Zeal 3PL shipped orders
• Maintain and update the wholesale order tracking sheet

DTC Order Processing

• Review and process daily Shopify and Tik Tok Shop orders, ensuring:
• Accurate order details
• Correct customer information
• Valid payment status
• Monitor order exceptions, including holds, address issues, and inventory flags
• Coordinate with warehouse teams to ensure timely shipment and tracking

Customer Support, Returns and Refunds

• Manage customer inquiries related to orders, shipping status, return requests and refund requests across DTC and wholesale channels
• Review return eligibility according to company policies
• Track return shipments and inspect returned items upon receipt
• Update order status in systems and process approved refunds
• Manage order cancellations and refunds across DTC and wholesale channels

Sample, Repack & Inventory Support

• Manage sample requests, tracking, and fulfillment
• Coordinate and document repack activities as needed
• Ensure accurate inventory movement and documentation related to samples and repacks

• 2+ years of experience in order management, ecommerce operations, logistics, or customer support
• Experience with Shopify (Tik Tok Shop a plus)
• Familiarity with wholesale order processing and 3PL environments
• Experience working with ERP systems (QBE experience preferred)
• Strong attention to detail and organizational skills
• Ability to manage multiple workflows and deadlines in a fast-paced environment
• Clear written and verbal communication skills

• Experience with off-price retailers and wholesale portals
• Knowledge of freight shipping, BOLs, and carrier platforms
• Strong Excel or Google Sheets skills
• Customer-focused mindset with problem-solving abilities

Compensation
: $55,000 – $65,000, based on experience

• Competitive compensation
• Health insurance
• 401(k) retirement plan
• Paid time off (PTO) and paid holidays
• Supportive and collaborative work environment
• Opportunities for growth and professional development