Goldstar Order Processing Support Agent

The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production.

Job Title: Goldstar Order Processing Support Agent

Location: Montego Bay, Jamaica
Company: Goldstar
Department: Order Processing
Reports To: Contact Centre Operations Supervisor

Job Summary: 

 The Order Processing Support Agent is responsible for managing the entire order processing cycle, from order entry stage to releasing orders to production. This role ensures that all orders are accurately entered into the system, verified for correctness, and released to the production team in a timely manner.

Key Responsibilities (including but not limited to): 

• Accurately enter customer orders into GOPA (Goldstar Order Processing Application) and upload relevant documentation/files linked to the order.
• Review order details for completeness and correctness, including quantities, pricing, stock availability, art and delivery dates, etc.
• Ensure artwork is processed accurately and in a timely manner before sending to the customer for approval (if required).
• Confirm artwork and order details with customers, addressing any discrepancies or queries promptly.
• Monitor the status of orders throughout each tab in on the dashboard, ensuring timely updates and communications with the customer. Calling the customer by phone may be required if no responses are received via email.
• Address and resolve any order-related issues or delays, escalating to your order processing supervisor as necessary.
• Ensure all information has been checked to a high level of detail before updating correct ship date and releasing to production.
• Ensure all necessary production requirements and production instructions, are complete and clear, to avoid orders being placed on clarify.
• Provide timely and accurate updates to customers regarding order status, changes, or delays. (e.g. supply eligible/stock issues, clarifies, production problems, etc)
• Respond to customer inquiries related to order processing, shipping, and delivery.
• Proactively communicate with customers to manage expectations and ensure satisfaction.
• Any other order processing tasks that may be required.

Additional Responsibilities: Comply with company policies, safety rules and regulations for personal and as pertaining to other employees. Maintain work area, equipment, and supplies in a neat and orderly condition.  Report any problems or difficulties to the leadership group.  Assist others/perform other duties when time permits or when so instructed.

Requirements: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will be measured and evaluated weekly on the following criteria: sales revenue, quality, productivity, accuracy and backlog. One must contribute to building a positive team spirit by supporting all efforts to be successful. Good attendance will be required. The requirements listed are representative of the knowledge, skill, and/or ability required.

• Must have minimum of one (1) year of customer service experience.
• The ideal candidate will come from a call centre, customer service or sales environment.
• Demonstrate superior telephone skills with good written and verbal communication skills.
• Strong ability to multi-task in a fast paced, high volume environment including phone calls, email, order processing while paying close attention to detail.
• Must be a team player and have excellent e-mail and verbal communication skills. 
• High school diploma or 4 High School passes (to include English Language and a Math related subject).
• Familiarization with computer applications such as MS Office suite.
• Be able to type 40 wpm (minimum).
• High calibre of execution against targets and tasks.

Our Values

At Goldstar, we put Customers First, delivering impactful experiences through thoughtful solutions. We embrace Continuous Improvement, foster a Goal-Oriented mindset, and act with Integrity in all we do. Above all, we are People-Centric, valuing diversity, inclusion, respect, and empowers employees to grow and contribute meaningfully.

Equal Opportunity Employer:

Goldstar is an equal opportunity employer and encourages applications from all qualified individuals. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 About Goldstar

Goldstar team operates in 5 continents, reflecting our dedication to meeting the unique needs of global clients while fostering strong local connections. By combining our international presence with tailored support, we deliver exceptional products and seamless service, building a community where shared growth and success thrive.

Goldstar is on a mission to redefine the branded gift and promotional merchandising experience. Through our partners, we’re helping brands make simpler and smarter buying decisions, create more meaningful connections, and deliver exceptional value at every step of the way. We’re continuously working on being better at everything we do—embracing a desire for ongoing transparency, innovation and growing our focus on sustainable development. We’re committed to helping shape a better, brighter future—together.

To learn more: https://www.simplygoldstar.com