Customer Service Specialist

Promise Confections Pittsburgh, PA (Hybrid: 4 days in-office, 1 days remote) Position Type: Full-Time At Promise Confections. We’re passionate about crafting delicious, high-quality candies that bring joy to everyone who tastes them. Located in the heart of Pittsburgh, our team thrives in a lively, collaborative environment where creativity, teamwork, and a love for sweet things come together. We are looking for enthusiastic individuals who are excited to contribute to our growing candy brand and help spread happiness one treat at a time. As part of the crew, you’ll enjoy hand-on experience with unique confections, opportunities to innovate with flavors and designs and a workplace that celebrates both playfulness and professional growth. If you’re eager to join a fun, flavor-filled company where your ideas matter and your passion for sweets shine, Promise confections is the perfect place for you! Job Summary Promise Confections is seeking a highly organized, hands-on Customer Service & Success Specialist to support the day-to-day execution of customer order management, logistics coordination, and cross-functional communication across the business. This role serves as a critical liaison between Sales, Operations, Inventory Control, Supply Chain, Accounting, and customers to ensure timely and accurate order processing, shipment execution, and overall customer satisfaction. The ideal candidate thrives in a fast-paced manufacturing environment, is detail-oriented, proactive, and solutions-driven, and is comfortable balancing administrative responsibilities with customer-facing communication and internal operational coordination. This is an in-office position requiring a minimum of four days per week onsite presence and reports into Commercial Leadership. Job Requirements Experience Required: 2–4 years of experience in customer service, customer success, order management, logistics coordination, or related operational support role within manufacturing, CPG, food, or distribution environments. Experience Desired: Experience working within ERP systems, EDI/customer portals, and coordinating shipments with operations and logistics teams. Education Required: Associate’s Degree: Accounting or related field, equivalent experience or higher. Essential Functions Manage customer order entry, processing, maintenance, and invoicing activities in an accurate and timely manner Act as a liaison between Sales, Operations, Inventory Control, Logistics, Accounting, and customers to support seamless order execution Coordinate and monitor order flow from receipt through shipment and delivery while proactively communicating updates, delays, shortages, or issues Assist in managing customer inventory requirements, allocations, order revisions, routing compliance, and shipping documentation Work closely with warehouse, production, and transportation teams to support shipment scheduling and delivery execution Maintain customer portals, ERP systems, and related databases with accurate order, pricing, and shipping information Support Commercial Leadership and Sales teams with reporting, customer follow-up, deductions research, and issue resolution Respond promptly and professionally to customer inquiries regarding orders, shipments, product availability, and service concerns Assist in identifying operational inefficiencies and recommend process improvements to enhance customer experience and internal execution Maintain organized documentation and records related to orders, shipments, and customer communications Provide general administrative and operational support to the Commercial organization as needed Perform other duties as assigned Knowledge, Skills, and Abilities Proficient in Microsoft Office Suite required and experience with ERP systems strongly preferred Experience with EDI systems, retailer portals, and logistics coordination strongly preferred Excellent organizational skills with strong attention to detail and follow-through Ability to effectively prioritize multiple projects and deadlines in a fast-paced environment Strong written and verbal communication skills Ability to work collaboratively across departments to achieve shared business objectives Hands-on, proactive mindset with strong problem-solving capabilities Ability to work independently while maintaining a high level of accountability Customer-focused approach with professionalism and urgency Adaptability and ability to manage changing priorities in a dynamic business environment Benefits Competitive base salary commensurate with experience and bonus plan based on business performance. Comprehensive benefits package including health, dental, vision, and life insurance. Retirement savings plan with company match. About Promise Confections At Promise Confections, we take immense pride in being an award-winning manufacturer of everyday chocolate and confectionery products. Our commitment is to continually challenge the norms of traditional confectionery, pushing boundaries to deliver exceptional experiences. Comprising Edward Marc Brands, Seattle Gourmet Foods, Pearson’s Candy Co., and Annabelle Candy Co., we boast a diverse range of capabilities including panning, enrobing, extruding, clusters, barks, brittles, gummies and breath mint/sour candy tableting. With our extensive reach, servicing major retailers and offering private label and contract manufacturing services, we stand as emerging industry disrupter's in confectionery. Check out our brands by visiting: promiseconfections.com Promise Confections is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job ‐ related requirements