• Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade. • Maintain high retention and build trust and rapport with your book of business. • Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met • Identify opportunities to streamline processes and improve efficiency within the team • Handle support requests from your book of business via email and phone. • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. • Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner. • Identifying trends and inefficiencies to enhance the support process and improve the user experience. • Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community.

Why This Role Exists Our clients rely on smooth, accurate, and timely order processing and shipment coordination to keep their operations running seamlessly. This role exists to ensure operational excellence, reduce errors, and enhance the customer experience across order management, documentation, and logistics. You are not just entering orders—you are the key driver of operational reliability, keeping workflows organized, customer communications clear, and shipments on schedule. Your work directly impacts customer satisfaction, repeat business, and operational efficiency.   What You’ll Be Responsible For (Outcomes) 1. Ensure Accurate Order Processing - Enter, track, and manage customer orders in QuickBooks/ERP with precision - Maintain accurate records, documentation, and reporting for every order 2. Streamline Documentation & Shipment Coordination - Prepare export documents, packing lists, certificates, and shipping documentation - Coordinate with freight forwarders to ensure timely, error-free deliveries 3. Proactive Customer Communication - Manage email correspondence with customers regarding order status, updates, and documentation requests - Resolve inquiries efficiently, providing clear guidance and follow-up 4. Reporting & Operational Insights - Generate weekly operational reports highlighting order volume, shipping status, and any issues - Identify process gaps and propose improvements to enhance efficiency and accuracy     What You’ve Done Before - 3+ years of experience in manufacturing customer service, order processing, or operational support - Hands-on experience with QuickBooks or ERP systems - Experience coordinating international shipments is highly desirable - Prior experience in high-volume or fast-paced environments is a plus (e.g., events, logistics, or large-scale service operations)   Who You Are - Detail-Oriented: You notice errors before they happen and ensure precision in every step - Proactive & Organized: You follow up consistently and thrive in structured workflows - Process-Driven: You can manage multiple orders, documents, and communications without missing deadlines - Customer-Focused: You understand the importance of clear, professional communication - High Accountability: You take ownership of outcomes and ensure operational reliability   Who This Is NOT For - Candidates who prefer minimal responsibility or transactional work - Those uncomfortable managing multiple priorities or fast-moving operational environments - Individuals who are not detail-oriented or process-driven   What Success Looks Like - Orders are processed accurately and on time with minimal errors - Customers receive clear, timely communication, leading to high satisfaction - Shipping and documentation processes run smoothly, even under high volume - Operational reports are consistently accurate, providing actionable insights Workflow gaps are proactively identified and resolved to improve efficiency

Why This Role Exists Our clients rely on smooth, accurate, and timely order processing and shipment coordination to keep their operations running seamlessly. This role exists to ensure operational excellence, reduce errors, and enhance the customer experience across order management, documentation, and logistics. You are not just entering orders—you are the key driver of operational reliability, keeping workflows organized, customer communications clear, and shipments on schedule. Your work directly impacts customer satisfaction, repeat business, and operational efficiency.   What You’ll Be Responsible For (Outcomes) 1. Ensure Accurate Order Processing - Enter, track, and manage customer orders in QuickBooks/ERP with precision - Maintain accurate records, documentation, and reporting for every order 2. Streamline Documentation & Shipment Coordination - Prepare export documents, packing lists, certificates, and shipping documentation - Coordinate with freight forwarders to ensure timely, error-free deliveries 3. Proactive Customer Communication - Manage email correspondence with customers regarding order status, updates, and documentation requests - Resolve inquiries efficiently, providing clear guidance and follow-up 4. Reporting & Operational Insights - Generate weekly operational reports highlighting order volume, shipping status, and any issues - Identify process gaps and propose improvements to enhance efficiency and accuracy     What You’ve Done Before - 3+ years of experience in manufacturing customer service, order processing, or operational support - Hands-on experience with QuickBooks or ERP systems - Experience coordinating international shipments is highly desirable - Prior experience in high-volume or fast-paced environments is a plus (e.g., events, logistics, or large-scale service operations)   Who You Are - Detail-Oriented: You notice errors before they happen and ensure precision in every step - Proactive & Organized: You follow up consistently and thrive in structured workflows - Process-Driven: You can manage multiple orders, documents, and communications without missing deadlines - Customer-Focused: You understand the importance of clear, professional communication - High Accountability: You take ownership of outcomes and ensure operational reliability   Who This Is NOT For - Candidates who prefer minimal responsibility or transactional work - Those uncomfortable managing multiple priorities or fast-moving operational environments - Individuals who are not detail-oriented or process-driven   What Success Looks Like - Orders are processed accurately and on time with minimal errors - Customers receive clear, timely communication, leading to high satisfaction - Shipping and documentation processes run smoothly, even under high volume - Operational reports are consistently accurate, providing actionable insights Workflow gaps are proactively identified and resolved to improve efficiency

• Own the post-go-live relationship for high-value accounts • Guide existing customers through complex growth phases and architectural shifts • Identify underutilized features and provide deep-dive technical guidance • Act as the critical link between customers and internal teams • Contribute to team growth by developing technical playbooks and reusable templates