Order Management & Fulfillment Specialist - 21038

• Remote — (for North American time-zone overlap)
• Partners directly with, and provides daily support to, the Operations Manager.

We are a rapidly growing, North America-based company in the sustainable hospitality products space. Our patented dispenser systems and bamboo tissue refills help hotels cut costs and dramatically reduce waste through a "refill instead of replace" model.

Launched three years ago, we now serve more than 75,000 hotel rooms across many of the world's most recognized hotel brands. It's a niche, tight-knit, fast-moving industry — and we are scaling quickly.
 

This role exists because we're growing faster than our current order operations can comfortably absorb. Today, a single Operations Manager runs "air traffic control" for every order coming in and going out. Volume has reached the point where we need a dedicated specialist to own daily order processing — freeing our Operations Manager to step into higher-level work.

You will be the person who makes sure every order, across every channel, is entered accurately, moves through fulfillment cleanly, and actually arrives. Because much of our revenue comes from recurring tissue-refill orders across dozens of hotel properties, your consistency and follow-through directly protect both customer satisfaction and revenue.

This is not a pure data-entry seat. In any logistics business, things go sideways — shipments go missing, warehouses miss items, orders change, carriers need chasing. A meaningful part of this role is tracking those issues down and resolving them before they become problems.

• Process incoming orders daily across multiple channels: email purchase orders, EDI from distribution partners, and our Shopify store.
• Enter and manage orders accurately in NetSuite (our ERP).
• Maintain clean, current order records and documentation.

• Coordinate with warehouse and 3PL partners to ensure orders ship correctly and on time.
• Track shipments through delivery and proactively monitor for delays.
• Work with freight carriers to confirm pickups, resolve routing issues, and locate stuck shipments.

• Investigate and resolve missing orders, fulfillment errors, and mid-order changes.
• Chase down carriers and warehouses to trace shipments and close gaps.
• Own resolutions end to end, escalating only when appropriate.

• Manage recurring refill orders across multiple hotel properties.
• Proactively flag backorders, low stock, or slipping reorders before they disrupt a customer.
• Keep repeat accounts supplied on cadence.

• Keep internal stakeholders updated on order status and any exceptions.
• Communicate clearly and promptly with partners and, when needed, customers.
• Partner with the Operations Manager to continuously tighten process.

• Proven experience in order management, order processing, or order fulfillment.
• Hands-on experience with an ERP system (NetSuite strongly preferred).
• Background in physical goods, ecommerce, distribution, or logistics.
• Excellent written and verbal English.
• Exceptional attention to detail and organizational skills.
• Able to work reliably during North American business hours, including real-time response to urgent issues.

• Direct NetSuite experience.
• Shopify order and admin experience.
• Familiarity with EDI platforms and distribution/wholesale ordering.
• Experience coordinating with 3PLs, warehouses, and freight carriers.
• Experience with recurring, subscription, or replenishment order models.
• Exposure to hospitality supply or physical consumer products.

You are highly organized and stay calm under high order volume. You are proactive by nature — you spot the problem before it becomes a fire and chase it down without being asked. You're a natural troubleshooter who takes as much satisfaction in tracking down a stuck shipment as in clearing a clean order queue. You communicate clearly, you follow through, and you take ownership. When something urgent lands, you're reliable in real time.