Custom Order Specialist

Company Mission

Rhoback is a community of passionate and motivated people looking to generate positivity, bring people together, and inspire activity by creating high‑quality products and engaging content for those who seek inspiration, motivation, and connection with a #craveactivity mentality.

The Role

The Custom Orders Specialist owns end‑to‑end custom embroidery orders for corporate and group clients — from first inquiry through artwork, production release, and delivery. This role blends account management, hands‑on design, order operations, and proactive outreach to customers and prospects who do not return on their own. The position is fully in‑office in Charlottesville, VA; during peak seasons, flex scheduling may be required and blackout FTO periods may apply.

What You’ll Do

Account & Order Management

• Serve as the primary point of contact for assigned custom order clients from inquiry through fulfillment.
• Review and convert business‑to‑business (B2B) portal draft orders, verifying products, quantities, pricing, discounts, and shipping before release.
• Manage multiple custom orders simultaneously while maintaining accuracy, timelines, and customer satisfaction.
• Generate detailed order summaries—including product selections, quantities, pricing, and billing details—for customer approval.
• Partner with accounting on invoicing and payment exceptions and resolve orders that fall outside the automated billing flow.

Artwork, Embroidery & Product Coordination

• Create client‑ready digital mock‑ups: source the correct seasonal product CAD, clean up and recolor customer‑submitted logos in Adobe Photoshop, and place and size artwork to Rhoback’s embroidery standards.
• Carry mock‑ups through multiple client revision rounds to final approval.
• Own the embroidery specification on every order—placement, thread color, method, and digitized file—collecting the detail from the customer and recording it accurately.
• Match thread colors exactly against Rhoback’s house color library and approved thread standard.
• Submit logos for digitization, verify returned files, and raise and release embroidery work orders to the production team.
• Collect missing embroidery details from self‑service B2B customers and follow up until every order is production ready.
• Monitor inventory levels and communicate product availability to clients, offering alternatives when needed.

Order & Inventory Operations

• Create and import transfer orders to move inventory between the main warehouse and the embroidery/fulfillment partner, reallocating back‑ordered lines so orders route correctly.
• Verify fulfillment records, including split‑warehouse orders, before releasing an order to production.
• Work inside the third‑party logistics portal to check order status, edit shipping details within allowable windows, and handle cancellations, short ships, and other fulfillment exceptions.

Client Relationship Management & Outbound

• Maintain proactive communication with clients throughout the order process.
• Follow up on inquiries, quotes, and mock‑ups awaiting a customer decision rather than waiting for the customer to return.
• Reach out to past and lapsed clients to encourage reorders and maintain long‑term relationships.
• Deliver a polished, professional experience that reflects Rhoback’s brand standards and voice.
• Apply quality‑assurance and warranty policy correctly on every claim, and tag orders, refunds, and credits for accurate reporting.
• Know and enforce order‑specific policy exceptions—licensing restrictions, campaign production minimums, lead times, international order limits, drop‑shipping, and expedited processing.
• Support the customer referral program as it scales—verify eligibility, apply referee discounts, and issue and track referrer rewards.

Process Ownership & Collaboration

• Work cross‑functionally with customer experience, operations, the embroidery and production team, accounting, marketing, and web development.
• Help build out customer and pipeline visibility as Rhoback’s B2B tools mature—capturing lead source, qualification detail, and follow‑up history.
• Identify opportunities to improve workflows, documentation, and client experience, and absorb frequent procedural and system changes while meeting response and volume expectations.
• Demonstrate flexibility and a solutions‑oriented mindset as business needs evolve.

What We’re Looking For

• Outbound sales or business development experience preferred—comfort initiating contact, following up on quiet inquiries, and re‑engaging past customers (no individual sales quota).
• Strong organizational skills with the ability to manage competing priorities.
• Excellent written and verbal communication skills; a warm, engaging tone that remains professional to corporate buyers.
• Exceptional color and detail accuracy; patience for work where a small error carries real production cost.
• Comfortable taking ownership of processes and seeing tasks through completion.
• Graceful under pressure—able to juggle many open orders and stay cool when event dates, production runs, or customer decisions are on the line.
• Ability to be the voice of Rhoback in every interaction; often the sole point of contact for custom clients.
• Adaptable, proactive, and willing to step in wherever needed.

What Success Looks Like

• Orders are managed with a high degree of accuracy, on‑time delivery, and minimal revisions post‑approval.
• Embroidery details are complete and correct before an order is released to production, preventing rejections or rework.
• Clients feel informed and well‑cared‑for throughout the process and return for repeat orders.
• Inquiries, quotes, and mock‑ups awaiting a decision are followed up rather