Sales & Order Support Specialist — Decorative Hardware

The Sales & Order Support Specialist – Decorative Hardware is responsible for supporting customers and ensuring that orders are accurately processed from inquiry through completion. The role involves entering and managing orders in NetSuite and Shopify, verifying product details such as SKUs, finishes, sizes, quantities, pricing, and matching sets, while communicating with customers by phone, email, and chat. The specialist will identify and resolve order discrepancies, follow up on pending orders, provide product and lead-time information, recommend complementary hardware where appropriate, and maintain accurate records of customer interactions. The position requires strong customer service and sales-support skills, excellent English communication, attention to detail, and experience with order processing, ERP/e-commerce systems, or related home-improvement and decorative hardware products.

Requirements

2+ years of experience in sales support, inside sales, order processing, or customer service. Hardware experience is mandatory — candidates must have experience with decorative hardware, architectural hardware, building products, or a closely related home-improvement/design retail category. Adobe InDesign experience is mandatory, particularly experience working with product catalogues, specifications, layouts, or design-related materials. Strong knowledge of product specifications, including SKUs, finishes, sizes, dimensions, quantities, and matching hardware sets. Excellent written and spoken English, with confidence communicating with US customers by phone, email, and chat. Strong attention to detail and ability to identify order discrepancies before they result in returns or customer complaints. Experience using ERP, CRM, or e-commerce systems; NetSuite and Shopify experience is advantageous. Strong customer service and sales-support skills, including answering product questions and recommending complementary products. Ability to follow up on pending/incomplete orders and keep orders moving toward completion. Strong problem-solving and organisational skills, with accurate documentation of customer interactions and orders. Experience working with US-based customers or companies is preferred.

Responsibilities

Process and enter customer orders accurately using NetSuite, Shopify, or similar systems. Verify SKUs, finishes, sizes, dimensions, quantities, pricing, and matching hardware sets before orders are finalized. Communicate with customers via phone, email, and chat to confirm requirements and answer product-related questions. Provide accurate product availability and lead-time information to customers. Identify and resolve order discrepancies, including incorrect finishes, incomplete sets, mismatched hardware, and quantity errors. Follow up on pending, incomplete, or delayed orders to ensure they progress toward completion. Recommend matching and complementary decorative hardware, such as cabinet pulls, hinges, knobs, locks, and door sets. Maintain detailed and accurate order records, customer notes, and communication history. Escalate complex customer issues to the in-house Sales or Customer Service team with clear and complete notes. Assist customers in selecting the correct hardware products based on their specifications and requirements. Use Adobe InDesign to work with relevant product catalogues, layouts, specifications, or design materials where required. Ensure a high level of customer service, order accuracy, and attention to detail throughout the sales and order-support process.

Core Focus Areas

Sales & Customer Support: Handle customer enquiries via phone, email, and chat, provide product information, and assist customers throughout the purchasing process. Order Processing & Accuracy: Build and process orders accurately, ensuring correct SKUs, finishes, sizes, quantities, pricing, and complete hardware sets. Decorative/Architectural Hardware: Strong understanding of decorative or architectural hardware is mandatory, including familiarity with products such as door hardware, cabinet pulls, hinges, knobs, locks, and matching sets. Hardware/Product Experience: Prior hardware experience is mandatory. Candidates should have hands-on experience with decorative hardware, architectural hardware, building products, or a closely related home-improvement/design retail environment. InDesign Experience: Adobe InDesign experience is mandatory, particularly for candidates who have worked with product catalogues, specifications, design materials, or other hardware-related marketing/design documentation. Problem Solving: Identify and resolve incorrect finishes, mismatched products, incomplete sets, pricing issues, and other order discrepancies before orders are finalized. Order Follow-Up: Monitor incomplete or pending orders and follow up with customers or internal teams to keep orders progressing. Product Recommendations: Recommend matching or complementary hardware based on customer requirements and product specifications. Systems & Administration: Accurately maintain customer and order information using platforms such as NetSuite, Shopify, or similar ERP/e-commerce systems. Communication & Attention to Detail: Strong written and verbal English, excellent customer service, and the ability to work accurately with detailed product specifications.

Schedule

15:00 – 00:00 SAST — SAST