Order Management Specialist

Job Title: Order Management SpecialistJob DescriptionThe Order Management Specialist plays a central role in supporting portrait and composite photography customers by managing orders, billing, payments, and customer communications. This position combines customer service, order processing, and administrative responsibilities to ensure that portrait work orders move smoothly through production and that customer accounts remain accurate and up to date. You will handle phone, email, and live chat inquiries, oversee payment processing and collections follow-up, and maintain detailed account notes so customers receive professional, timely, and reliable support throughout the entire process.Responsibilities

• Place printed portrait work orders into production quickly and accurately using the designated colored folder system.
• Enter composite check payments into PicSmart (PS) and mobile deposit platforms accurately and in a timely manner.
• Answer incoming telephone calls regarding portrait questions and handle billing-related complaints professionally and constructively.
• Monitor and respond to all voicemail inquiries, ensuring prompt and thorough follow-up.
• Respond to customer emails and live chat inquiries, staying logged in and replying quickly to maintain high service levels.
• Update notes in the portrait screens whenever customer correspondence occurs, including voicemails, emails, and partial payments, so account records remain current and complete.
• Perform credit card batching and process payment batches, verifying and closing portrait batches daily.
• Monitor billing activity, send daily billing communications, reconcile individual graduate payment accounts, and break out individual billing details as needed.
• Sort incoming mail and deliver it to the appropriate team members or departments.
• Review and maintain reports that drive action items, following up on any tasks or issues indicated by those reports.
• Assist with scheduling office contact groups when online sign-up counts fall significantly below price quote expectations.
• Support customers with ACH setup upon request, guiding them through the process and ensuring accurate account information.
• Monitor hold accounts on a weekly basis and follow up regularly with customers to resolve outstanding issues.
• Maintain filing systems, keeping all files current and giving special attention to highly sensitive materials.
• Ensure security of orders and checks by storing them in cabinets and locking the office door when leaving each night.
• Keep the office organized so documents, orders, and materials are easily identifiable and accessible.
• Make a conscious effort to properly separate recycling, garbage, and shredding materials in accordance with office procedures.
• Keep tax-exemption certificates up to date and properly documented.
• Adjust accounts for NSF checks and declined or invalid credit card transactions, and keep related procedures current and accurate.
• Enter campus dates into PicSmart (PS) over the summer as needed to support scheduling and production planning.
• Build and maintain strong customer relationships through consistent, respectful, and solution-oriented communication across phone, email, and live chat.
• Conduct collections follow-up in a respectfully persistent manner to resolve overdue balances while preserving positive customer relationships.
• Take ownership of your workload, manage priorities independently, and ensure all customer and order management tasks are completed on time.
• Collaborate with a small office team to support overall operations, sharing information and coordinating on customer and billing issues.

Essential Skills

• 12 years of experience in order management, collections, or customer service.
• 12 years of experience using computers on the Microsoft platform, including Excel, Outlook, and Access.
• 12 years of customer service experience over the phone, handling inquiries and resolving issues.
• High school diploma or equivalent education.
• Strong customer service skills with the ability to handle questions, complaints, and billing issues professionally.
• Experience with order processing, order entry, and order management in a business environment.
• Proficiency in data entry with a high level of accuracy and attention to detail.
• Comfort using Microsoft Office applications, including Excel for basic data handling, Outlook for email, and Access for database-related tasks.
• Ability to make collections calls in a respectfully persistent manner to resolve outstanding payments.
• Ability to manage phones and email communication effectively, often handling multiple inquiries at once.
• Strong written and verbal communication skills for clear, professional customer interactions.
• Ability to multitask and manage a varied workload without sacrificing accuracy or responsiveness.
• Organizational skills to keep files, records, and office materials orderly and easy to locate.
• High attention to detail when entering payments, updating notes, and reconciling accounts.
• Demonstrated sense of ownership and responsibility for assigned tasks and customer accounts.
• Ability to work autonomously and independently, managing your own schedule and priorities.
• Self-driven and self-motivated approach to meeting deadlines and service expectations.

Additional Skills & Qualifications

• College education is a plus and may support growth within the role.
• Advanced Excel skills, such as using formulas, sorting, filtering, or basic reporting, are beneficial.
• Experience or interest in photography or portrait services is a nice-to-have and can enhance understanding of the companys products.
• Experience with billing and payment processing, including check, credit card, and ACH transactions.
• Familiarity with collections follow-up and account reconciliation processes.
• Experience working in a small, close-knit team environment where employees wear multiple hats.
• Problem-solving mindset with the ability to identify issues and propose practical solutions.
• People person disposition, comfortable interacting with customers and internal colleagues.
• Ability to remain organized and detail-oriented while working independently.
• Comfort learning and using specialized systems such as PicSmart (PS) or similar order and payment platforms.

Work EnvironmentThis role is full-time, with standard hours from 7:30 a.m. to 4:00 p.m. including a 30-minute lunch break. The position begins onsite for approximately 23 months of training and onboarding, after which it transitions to a fully remote role. You will initially work in a small office setting with 35 personnel onsite, within a close-knit team where many employees have been with the organization for 510 years, reflecting a stable environment with very low turnover. The company is a small, established photography business specializing in composite photography for fraternities, sororities, nursing programs, and graduating classes, and it emphasizes professional photography, handcrafted composites, portrait services, and dedicated customer support. The work environment values independence, ownership, and trust, expecting employees to manage a varied workload without constant supervision. You will use technologies such as Microsoft Office (Excel, Outlook, Access), PicSmart (PS), mobile deposit tools, phones, email, and live chat to perform your duties. The culture encourages employees to wear multiple hats, stay organized, and be responsive, with a mix of customer-facing interactions, order management, billing, payment processing, collections follow-up, and administrative tasks. Summer schedules include Fridays off, offering additional flexibility and work-life balance in a stable, hands-on role where you can build long-term relationships with customers and colleagues. Job Type & LocationThis is a Contract to Hire position based out of Mchenry, IL. Pay and BenefitsThe pay range for this position is $20.00 - $25.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following:

Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Job Type & LocationThis is a Contract to Hire position based out of Mchenry, IL. Application DeadlineThis position is anticipated to close on Nov 25, 2026. Workplace TypeThis is a hybrid position in Mchenry,IL.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.