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