Order Services Representative

Location

North Carolina

City

Greensboro

Role Type

Permanent

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ITG Brands is the third-largest tobacco company in the USA with offerings of some of the most well-known cigarette, cigar, and e-vapor brands. As a member of the globally recognized Imperial Brands PLC family, we are a forward-thinking partner with operational integrity.

ITG Brands is committed to putting consumers at the center of what we do, while creating an innovative workplace where inclusion, creativity, and bold thinking drive progress. This empowers us to bring our true selves to work, to collaborate more effectively through showing our passion and being confident to bring new ideas to the table.

We are not afraid to seize opportunities and make things happen – both individually and collaboratively. We strive to exceed expectations by seeing things differently and doing things differently. This truly is a place where we all share a challenger mindset which drives our success.

What You Will Do

• JOB SUMMARY

The Order Services Representative is responsible for end-to-end processing of customer orders from receipt through fulfillment while providing exceptional customer service. This role ensures order accuracy, and compliance with logistical and financial procedures. Works closely with customers, sales, logistics, and internal teams to support timely, accurate, and efficient order, shipment tracking and return execution.

• WHAT YOU WILL DO

(This list is not exhaustive and may be supplemented as necessary by the Company)

Order Management

Processes sales orders received via phone, website and EDI for company products as requested by direct customers or Sales using SAP and NetSuite software applications.

Verify pricing, product availability, shipping details, and customer information

Process order changes, cancellations, returns, credits and debits as needed

Monitor order status and proactively address and communicate delays or discrepancies

Troubleshoot and resolve administrative, system and product-related issues involving sales orders placed by direct customers via the website, as well as orders submitted via EDI.

Customer and Sales Support

Support customer and Field Sales inquiries related to orders, shipments, allocations, returns and product availability.

Supports Field Sales Account Managers and direct customers by providing guidance and resolving sales orders, shipment tracking and returned goods issues.

Resolve customer and Field Sales issues professionally and efficiently, escalating when necessary

Communicate policies, procedures, product availability, product allocations, shipping updates, delivery timelines and billing information to direct customers and Field Sales to facilitate understanding of order and transaction status.

Monitor and resolve cases in SalesForce application to ensure customer satisfaction

Cross-Functional Coordination

Daily collaboration with Sales, Warehouse, Logistics, and Finance teams to ensure smooth order fulfillment, adhering to strict warehouse schedules

Coordinate with public warehouse, shipping carriers and internal teams to resolve delivery issues

Coordinates with Accounts Receivable to ensure orders are billed as communicated in published price list.

Serves as an information resource for multiple systems and processes (Order to Cash, Connect.ITGBrands.com, Power BI Reports, MS Teams, SalesForce, etc), providing guidance to Field Sales and customers, as needed.

Documentation & Compliance

Maintain accurate order records, customer files, and communication logs

Ensure compliance with company policies, pricing agreements, and service standards

Assist with routine reporting and documentation activities as assigned.

Ensures all documentation for orders, returned goods and discrepancies are formatted and organized correctly, per company guidelines, to remain compliant with internal, external, and global audits and controls.

Assist managers in processing documentation to ensure proper receipt of returned goods and closely tracks arrival notices so that tax affidavits and credits are issued appropriately and timely.

Issue Resolution & Continuous Improvement

Research and assist in resolving order, shipment, and system-related issues, escalating complex concerns as appropriate.

Escalate recurring order, shipment or system issues to management for review and resolution.

Performs other job-related duties as assigned.

Qualifications

Education and Experience

Associate’s degree with 5+ years of experience or High School diploma/GED and 7+ years of experience.

Must be 21 years of age or older.

Knowledge of

ERP systems and order-to-cash processes (SAP, NetSuite preferred)

Sales operations, pricing structures, and billing controls

Customer management and CRM/SFA platforms

Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint) and Microsoft Teams

EDI order processing and exception handling (preferred)

Skilled in

Oral and written communication

Customer relationship management

Plan, organize, prioritize, and manage multiple priorities

Flexibility and adaptability in a fast paced environment

Analytical problem-solving and process improvement

Ability to

Maintain effective working relationships with internal teams and external customers

Manage competing priorities in a deadline-driven, sales-aligned environment

Maintain strong working relationships with Sales, Finance, Logistics, and Operations

Operate independently while exercising sound judgment on commercial and system issues

Work Environment and Physical Demand

Requires light physical effort. Occasionally lifts or moves light objects (under 10 lbs.).

Walks, sits, or stands for prolonged periods.

Requires prolonged machine operation including computer and keyboard equipment as well as use of manual dexterity and fine motor skills.

Disclaimer

This job description is intended to be generic in nature and describe the essential functions of the job. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.

What We Offer

• Competitive benefits package that includes medical/dental/vision/life insurance/disability plans
• Dollar for dollar 401k match up to 6% and 5% annual company contribution
• 15 Company-paid holidays
• Generous paid time off
• Employee recognition and discount programs
• Education assistance
• Employee referral bonus program
• Hybrid workplace – remote / in office
• Summer hours
• Casual dress policy Monday through Friday

Annual Base Salary Range: $38274.00 - $47842.00

Final compensation will be determined based on experience, qualifications, and internal equity. This role may also be eligible for annual bonus or incentive compensation.

Applicant Information

This job description describes the essential functions of the job at the time the job description was created, but it is not an exhaustive list of tasks, duties and responsibilities. In addition, the position may evolve or change over time and such changes may not be reflected in the job description until it is next updated.

Everyone Belongs

ITG Brands and ITG Cigars provides equal employment opportunities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you have a concern about discrimination in the application or hiring process or you need an accommodation based on religion, disability or pregnancy in the application or hiring process, please contact us at [email protected].