Branded Merchandise Coordinator

Wallace Graphics•Johns Creek, GA

About The Position

The Branded Merchandise Coordinator supports a smooth, positive client experience by managing the order process, resolving issues, and providing responsive support for custom and program branded merchandise projects. The role helps uphold service standards and maintain strong client relationships. The coordinator reviews orders from portal submission or custom order creation through delivery, communicates timelines and inventory updates, coordinates order fulfillment across internal departments, manages artwork approvals, and handles reporting. The role also supports inventory availability, returns, exchanges, billing and shipment inquiries, and post-order service recovery. The coordinator collaborates with sourcing, production, and kitting teams, while maintaining sales activity, client communications, quoting history, production details, and project samples. The position operates in a general office environment. It involves prolonged sitting at a workstation and computer use, and requires the ability to lift at least 20 pounds. Additional hours may be required from time to time based on business needs. Duties may be modified to reasonably accommodate individuals with disabilities.

Requirements

At least 2–3 years of experience in project coordination; promotional products or printing industry experience is preferred.
Positive attitude and strong customer-service orientation, with the ability to build trusting, long-term relationships.
Excellent organizational skills and strong attention to detail.
Ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.
Effective time-management and written and verbal communication skills.
Proficiency in Microsoft Office and ability to learn and adapt to applications and systems such as commonsku.
Collaborative, solutions-oriented mindset and ability to work constructively across teams and departments.
Ability to lift a minimum of 20 pounds.

Nice To Haves

Experience in the promotional products or printing industry.

Responsibilities

Review and manage orders accurately from portal submission or custom order creation through delivery.
Communicate shipping timelines, inventory availability, and order changes to clients, program managers, and account representatives.
Coordinate with internal departments to ensure orders are processed, fulfilled, and shipped correctly.
Manage the artwork approval process during product setup.
Prepare required reporting for internal and external stakeholders.
Manage inventory levels to ensure product availability for programs.
Handle returns, exchanges, and service recovery issues professionally.
Respond to billing, shipment, and post-order support inquiries.
Proactively communicate job status, production updates, inventory needs, and timelines to clients.
Collaborate with sourcing, production, and kitting departments on pricing, product availability, and program-order execution.
Log sales activity, client communications, and quoting history in commonsku.
Maintain organized records of production details and project samples.
Follow other job-related instructions and duties assigned by an authorized person.