Order Processing Assistant

PCNA•Charlotte, NC

51d

About The Position

The Order Processing Assistant is an entry-level developmental role providing administrative, customer service, order verification, and logistics support throughout production and fulfillment. The role handles routine order-status inquiries, shipping documentation, job jackets, production-sample verification, repeat-order files, and related activities to help orders progress accurately and efficiently. It works closely with Order Processing Specialists and teams in Sales, Art, Production, Quality, and Shipping.

Requirements

High school diploma or equivalent required.
0–2 years of relevant experience in customer service, administrative support, order processing, shipping, quality verification, or a manufacturing environment; preferred but not required.
Strong attention to detail and commitment to accuracy.
Ability to compare multiple documents and identify inconsistencies.
Ability to organize and prioritize multiple tasks in a deadline-driven environment.
Clear and professional written and verbal communication skills.
Strong follow-through and willingness to take ownership of assigned responsibilities.
Ability to recognize when an issue should be escalated.
Comfort learning ERP systems, shipping platforms, and production terminology.
Basic proficiency with Microsoft Outlook, Teams, Excel, and other standard business applications.
Ability to work effectively across departments and adapt as priorities change.
Collaborative, team-oriented approach and strong customer-service focus.

Nice To Haves

Customer service, logistics, administrative, or manufacturing experience.
Previous printing or promotional-products experience.
Prior JournalBooks experience.

Responsibilities

Respond to customer inquiries by phone or email, use Pace to review order information, and provide production updates.
Relay customer questions, discrepancies, and order changes to Order Processors for follow-up or resolution, escalating issues to the Department Manager as necessary.
Support Order Processing Specialists in maintaining timely and accurate customer communications throughout production and fulfillment.
Retrieve job jackets and samples from orders in the bindery nearing completion.
Compare production samples with the purchase order, job jacket, and proofs to verify item, artwork, decoration method, color, quantity, and packaging.
Escalate discrepancies between samples and expected results to the factory or Order Processor.
Sign off on the Order Verification Checklist when samples meet specifications, assemble the job jacket with the file, and place it in the assigned Order Processor's bin.
Review shipping instructions 24–48 hours before the scheduled ship date and update shipping information in Pace when needed.
Create customized box labels for special shipping requests, events, requested information, and delivery instructions.
Complete required forms and labels for FOB and LTL shipments, and contact customers arranging their own LTL pickup to obtain bills of lading.
Move verified orders to the appropriate Shipping bins according to ship method: UPS, FDX, LTL, or FOB.
Respond to customer inquiries about tracking and shipping updates; relay shipping discrepancies to Shipping, Order Processing Specialists, or the Department Manager for resolution.
Create job jackets and box labels for new orders.
Retrieve prior job files for repeat orders, including artwork, templates, dies, and samples needed for new orders.
Route new-order job jackets to the assigned artist for proofing or to production bins when proofing is not needed.
Maintain the established filing system for job information after orders ship, and ensure completed documentation is filed and routed according to procedures.
Identify missing or conflicting information and escalate it before orders progress.
Develop a basic understanding of JournalBooks products, production workflows, and standard lead times.
Collaborate across Order Processing, Art, Production, Quality, Shipping, Sales, and Customer Service to communicate order, production, verification, and shipping information accurately.
Support process improvements that reduce errors, rework, delays, and unnecessary manual activity.
Perform additional order-processing and administrative responsibilities as assigned.