Order Processor - Retail

Company Overview

Headquartered in Glen Mills, Pennsylvania, New Carbon Company dba Golden Waffles is the largest supplier of waffle irons and waffle mix to the hospitality and foodservice industry. The Company provides a comprehensive turnkey waffle program consisting of mixes, toppings, and flavorings along with waffle iron equipment and related maintenance to over 40,000 customer locations throughout North America and the rest of the world. The Company's renowned irons and mixes have been used in leading restaurants, hotels, colleges, corporate environments, and theme parks for over 85 years.

As a complete B2B2C solution provider for the waffle category, the Company enables customers the ability to offer their guests a consistently high-quality, delicious product at high margins without the typical obstacles associated with serving waffles. Golden Waffles’ well-established geographic footprint provides coast to coast coverage in the U.S. and a global distribution partner network that can service customers across the U.S. and in ~45 countries.

Golden Waffles employs ~270 associates with a geographically dispersed route delivery team of ~115. Over 80 distribution centers are located across the United States along with a waffle iron manufacturing and refurbishment center in South Bend, Indiana to ensure prompt distribution to all customers. 

Job Summary

The Order Processor - Retail is responsible for accurately processing customer orders. This administrative role requires proficiency in computer systems, strong customer service skills, and effective follow-up to ensure customer satisfaction and order accuracy.

Essential Duties and Responsibilities

Order Processing:

1. Receive shipping requests generated from route sales representatives’ response to CRM customer cases and outbound calls.
2. Verify order details for completeness and accuracy before processing.
3. Ensure orders are processed within established timeframes to meet customer expectations.
4. Place orders and generate tickets for each shipment.
5. Forward all paperwork to appropriate warehouses for order fulfillment.
6. Generate, print, post, and mail invoices from products to customers.
7. Process paperwork for customer shipments, as needed.
8. Invoice route sales representative shipments, as needed.

Customer Service:

1. Respond to customer inquiries and provide information regarding order status, product availability, and shipping details.
2. Address and resolve any order-related issues or discrepancies in a timely manner.
3. Communicate with customers to confirm order details and delivery schedules.

Follow-Up:

1. Track orders from placement through delivery to ensure timely and accurate fulfillment.
2. Coordinate with warehouse and shipping departments to monitor order progress and address any delays.
3. Follow up with customers post-delivery to confirm satisfaction and address any concerns.
4. Track FedEx & UPS shipments, as needed.

Administrative Duties:

1. Maintain accurate and organized records of orders, customer interactions, and communications.
2. Generate and distribute order-related reports as required by management.
3. Assist in maintaining the order processing system and updating customer records.

Collaboration:

1. Work closely with the sales, warehouse, and shipping teams to ensure smooth order processing and fulfillment.
2. Communicate effectively with team members to address and resolve order-related issues.
3. Participate in team meetings and contribute to process improvement discussions.

Position Requirements

1. High school diploma or equivalent; additional education in business administration or a related field is a plus.
2. Minimum of 2 years of experience in order processing, customer service, or a related administrative role.
3. Proficient in using computer systems and software, including order management systems and Microsoft Office applications.
4. Strong attention to detail and accuracy in data entry and order processing.
5. Excellent customer service skills, with the ability to communicate effectively and professionally with customers.
6. Good organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
7. Effective follow-up skills to ensure customer satisfaction and order accuracy.