Job Description

Retail Customer Service Representative

Eagle Promotions is seeking a Retail Customer Service Representative. This role supports key business clients and retail partners through high-level customer service, order management, and internal coordination. The ideal candidate will have prior experience managing B2B customer accounts, working with internal departments, and ensuring a seamless client experience from order entry through delivery.

This is not a retail store or call center position; we are looking for individuals with experience supporting corporate clients in a product-based environment.

Job Description Summary:

The Retail Customer Service Representative at Eagle Promotions will have the opportunity to work within an established team to service the needs of our Retail customers along with other assigned clients. As an integral part of the retail team, you will be responsible for the accurate processing of customer purchase orders as well as other assigned duties as needed.

Order Management Responsibilities:

• Process orders accurately and in a timely manner
• Purchase order components as needed for fulfillment
• Manage orders and revisions within the customer order system
• Route paperwork and purchase orders (POs) through the internal system from order initiation to completion
• Identify and resolve stock issues as they arise
• Communicate order status and PO updates to assigned leads
• Maintain awareness of all active orders, including expectations and any changes
• Organize and maintain accurate inventory counts for all pre-printed production goods
• Maintain up-to-date retail style packets for easy reference
• Cross-train to support other team members as needed

Required Skills:

• 2+ years of experience in account management, corporate customer service (B2B) or purchasing in promotional products or custom apparel industry
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) required
• Familiarity with FileMaker and ESP sourcing online not required but highly desired
• 1 - 2 years of data entry experience
• Must be extremely organized and detail oriented
• Must be confident with learning new processes, computer programs, and retaining information
• Expert in task and timeline management, order processing, and warehouse operations
• Excellent Problem-Solving Skills
• Maintains composure and is not deterred by difficult processes or challenges
• Looking to constantly improve service in both internal and external facing interactions
• Must possess positivity and bring a “can-do” attitude to every situation
• Maintain courteous and patient working relationships with customers and co-workers
• Must be fluent in English, the ability to speak Spanish is a plus

Education & Experience:

• High school diploma or associate degree required

Company Expectations:

• Uphold the company culture and mission statement
• Deliver exceptional customer service within company guidelines
• Demonstrate a positive attitude, motivation, and eagerness to learn
• Exhibit strong work ethic, punctuality, and a sense of responsibility
• Work collaboratively, communicate effectively, and show commitment to team success
• Communicate clearly and professionally — verbally, in writing, and through active listening
• Show awareness and sensitivity to diverse backgrounds and perspectives
• Accept constructive feedback with adaptability and professionalism

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