Custom Order Specialist

RHOBACK INC•Charlottesville, VA

3d•$21 - $33•Onsite

About The Position

The Custom Orders Specialist owns the end-to-end custom embroidery orders for corporate and group clients — from first inquiry through artwork, production release, and delivery. This role is part account management, part hands-on design, part order operations, and part proactive outreach to the customers and prospects who do not come back on their own. The role suits someone who is equally comfortable in communicating with customers, working in photoshop, using an order management system, and using selling skills. and Who is energized by owning a project rather than handing it off. This role is fully in-office in Charlottesville, VA. During peak seasons, flex scheduling may be required and blackout FTO periods may apply. If you’re a problem solver who likes owning a project end to end, and you get satisfaction out of turning a first-time customer into a client who comes back every season, we’d love to hear from you.

Requirements

Outbound sales or business development experience preferred - comfort initiating contact, following up on inquiries that have gone quiet, and re-engaging past customers.
Strong organizational skills with the ability to manage competing priorities.
Excellent written and verbal communication skills - bonus points for a warm, engaging tone that still reads as professional to a corporate buyer.
Exceptional color and detail accuracy, with the patience for work where a small error carries a real production cost.
Comfortable taking ownership of processes and seeing tasks through completion.
Graceful under pressure - able to juggle many open orders at once and stay cool when an event date, a production run, or a customer decision is on the line.
The ability to be the voice of Rhoback in every interaction. For most custom clients, the Specialist is the only person at Rhoback they ever deal with, and we take that seriously.
Adaptable, proactive, and willing to step in wherever needed.
Bachelor's degree in Business, Communications, Marketing, or a related field preferred; equivalent work experience will be considered.
1-3 years of experience in account management, inside sales, customer experience, order management, or a related role.
Working proficiency in Adobe Photoshop preferred; Illustrator and Figma preferred.
Exposure to custom apparel, embroidery, screen printing, or another product-based business is a strong plus.
Experience with an ERP or order management system (NetSuite or similar) preferred, along with demonstrated ability to learn new platforms quickly -this role works across multiple systems daily.

Nice To Haves

Outbound sales or business development experience preferred
Working proficiency in Adobe Photoshop preferred; Illustrator and Figma preferred.
Exposure to custom apparel, embroidery, screen printing, or another product-based business is a strong plus.
Experience with an ERP or order management system (NetSuite or similar) preferred

Responsibilities

Serve as the primary point of contact for assigned custom order clients from inquiry through fulfillment.
Review and convert business-to-business (B2B) portal draft orders, verifying products, quantities, pricing, discounts, and shipping before the order is released.
Manage multiple custom orders simultaneously while maintaining accuracy, timelines, and customer satisfaction.
Generate detailed order summaries, including product selections, quantities, pricing, and billing details, for customer approval.
Partner with accounting on invoicing and payment exceptions and resolve orders that fall outside the automated billing flow.
Create client-ready digital mock-ups: source the correct seasonal product computer-aided design (CAD), clean up and re-color customer-submitted logos in Adobe Photoshop, and place and size artwork to Rhoback’s embroidery standards.
Carry mock-ups through multiple client revision rounds to final approval.
Own the embroidery specification on every order - placement, thread color, method, and digitized file - collecting the detail from the customer and recording it accurately on the order.
Match thread colors exactly against Rhoback’s house color library and the approved thread standard, where an incorrect match means a rejected production run or a visibly wrong product.
Submit logos for digitization, verify returned files, and raise and release embroidery work orders to the production team.
Collect missing embroidery details from self-service B2B customers and follow up until every order is production ready.
Monitor inventory levels and communicate product availability to clients, offering alternatives when needed.
Create and import transfer orders to move inventory between the main warehouse and the embroidery/fulfillment partner, reallocating backordered lines so orders route correctly.
Verify fulfillment records, including split-warehouse orders carrying two, before releasing an order to production.
Work inside the third-party logistics portal to check order status and edit shipping details within allowable windows, and handle cancellations, short ships, and other fulfillment exceptions.
Maintain proactive communication with clients throughout the order process.
Follow up on inquiries, quotes, and mock-ups awaiting a customer decision, rather than waiting for the customer to return.
Reach out to past and lapsed clients to encourage reorders and maintain long-term relationships.
Deliver a polished, professional experience that reflects Rhoback’s brand standards and brand voice.
Apply quality assurance and warranty policy correctly on every claim, and tag orders, refunds, and credits so reporting stays accurate.
Know and enforce order-specific policy exceptions - licensing restrictions on trademarked logos, campaign production minimums and lead times, and limits on international orders, drop-shipping, and expedited processing.
Support the customer referral program as it scales - verifying eligibility, applying referee discounts, and issuing and tracking referrer rewards.
Work cross-functionally with customer experience, operations, the embroidery and production team, accounting, marketing, and web development.
Help build out customer and pipeline visibility as Rhoback’s B2B tools mature — capturing lead source, qualification detail, and follow-up history so the department can measure and grow the channel, not just process it.
Identify opportunities to improve workflows, documentation, and client experience, and absorb frequent procedural and system changes while continuing to meet response and volume expectations.
Demonstrate flexibility and a solutions-oriented mindset as business needs evolve.