Order Processing Assistant

PCNA • Charlotte, NC

2d

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 position handles routine order-status inquiries, shipping documentation, job jackets, production sample verification, repeat-order files, and related activities to help orders move accurately and efficiently through production. It works closely with Order Processing Specialists, Sales, Art, Production, Quality, and Shipping.

The assistant supports customer communications and order verification; reviews shipping instructions and prepares shipping labels and forms; creates and routes job jackets and other production documents; retrieves files and materials for repeat orders; maintains order records; and helps communicate information among departments. The role also develops a basic understanding of JournalBooks products, production workflows, and standard lead times, and supports process improvements that reduce errors, rework, delays, and manual work.

Requirements

• High school diploma or equivalent 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 multiple departments and adapt as priorities change.
• Collaborative and team-oriented approach with a strong customer service focus.
• 0–2 years of relevant experience in customer service, administrative support, order processing, shipping, quality verification, or a manufacturing environment is preferred but not required.

Nice To Haves

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

Responsibilities

• Respond promptly and professionally to customer inquiries by phone or email, using Pace to review order information and provide accurate production updates.
• Relay customer questions, discrepancies, and order changes to Order Processing Specialists for follow-up or resolution, and escalate issues to the Department Manager as needed.
• Support Order Processing Specialists in maintaining timely and accurate customer communication throughout production and fulfillment.
• Retrieve job jackets and samples from orders nearing completion in the bindery.
• Compare production samples with the purchase order, job jacket, and proofs to verify the 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 job jackets with the file, and place them in the assigned Order Processor bins.
• Review shipping instructions 24–48 hours before scheduled ship dates and update shipping information in Pace when corrections or changes are needed.
• Create customized box labels for special shipping requests and delivery details.
• Complete required forms and labels for FOB and LTL shipments, and contact customers arranging their own LTL pickup to obtain bills of lading.
• Pull orders from the Verification Station and sort job jackets into Shipping bins according to ship method: UPS, FDX, LTL, or FOB.
• Respond to customer inquiries about tracking and shipping updates.
• Relay shipping discrepancies to the Shipping team, Order Processing Specialists, or Department Manager for resolution.
• Create accurate job jackets and box labels for new orders.
• Retrieve previous job files for repeat orders, including artwork, templates, dies, and samples needed for new orders.
• Route 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.
• Identify missing or conflicting information and escalate it before an order progresses.
• File and route completed order documentation according to established procedures.
• Develop a basic understanding of JournalBooks products, production workflows, and standard lead times.
• Collaborate with 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.

Benefits

• Comprehensive healthcare and benefits options, including medical, vision, dental, and disability coverage.
• Flexible scheduling.
• 401(k) matching.
• Generous paid time off and paid holidays.
• PCNA Cares Share Fund, which provides donations to teammates in times of need.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED