XCF Order Management Support Agent

The XCF (Cross Cimpress Fulfilment) Order Management Support Agent is responsible for expediting the flow of orders through production to ensure we are dispatching orders within agreed SLA’s and communicating any delays or issues to the customer care team.

Job Title: XCF Order Management Support Agent

Location: Montego Bay, Jamaica
Company: Goldstar | Cross Cimpress Fulfillment (XCF)
Department: Order Management
Reports To: Contact Centre Operations Supervisor

Job Summary: 

 The XCF (Cross Cimpress Fulfilment) Order Management Support Agent is responsible for expediting the flow of orders through production to ensure we are dispatching orders within agreed SLA’s and communicating any delays or issues to the customer care team. Providing exceptional daily order management of all XCF channel orders in the system and working closely with Order Processing & Production team.

Key Responsibilities (including but not limited to): 

• Demonstrates the ability to confidently and professionally speak up in Order Management meetings, proactively voicing concerns, risks, or improvement opportunities for successful order execution.
• Exercises sound judgment in knowing when and how to escalate issues, ensuring discussions remain constructive, solution-oriented, and aligned with organizational standards and expectations.
• Monitoring daily Clarify orders and working with departments to process urgent orders quickly (e.g. graphics team, production team, Order Entry Team)
• Adding production requests in Repoman app and following up with production for orders with missed commitment date. Advising care team agents of updates and delays.
• Proactive monitoring of orders with upcoming ship dates to ensure orders are shipping out on time. In case of issues care team, agents are informed quickly and can contact customers for updates/solutions.
• Informing care team agents of delays/issues with orders (e.g. OOS, machine issues, print issues)
• Working in OM shared mailbox and providing updates for requests in a timely manner
• Chasing aged orders on Entered Status, Supply Eligible, Order Entry Hold and for all channels (working with care team to move on or cancel old orders in the system)
• Assisting with tasks assigned by the Operations Supervisor

Required skills and experience:

• Attention to detail: strong accuracy, reading, comprehension and listening skills are critical.
• Problem solving skills: The ability to think on your feet, the ability to work hard under pressure, and great problem-solving skills are three essential attributes for this role
• Languages: Proficient written and oral English is essential. 
• Strong communicator: A team player with the ability to build relationships, and work with and through others to achieve Goldstar’s goals is essential.
• Customer Service Focus: A passion for delivering the highest levels of customer service, a ‘customer is king’ mentality and the ability to resolve customer issues effectively is essential.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Excellent organization skills are also essential.
• Computer literate, with good keyboard skills; familiar with different on-line database packages and the Microsoft office Suite of products. Experience using the Matrix/GOPA entry app is an advantage.

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.

MUST HAVE:

• Extreme Patience to work in a back-office environment with limited telephone interface
• Extreme time management skills to be able to multitask in a fast-paced environment.
• Love to read and execute requests sent via email over a 9-hour shift 5 days per week.

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 Cross-Cimpress Fulfillment

Cross-Cimpress Fulfillment delivers significant value across the Cimpress organization. Under the Goldstar umbrella, the Cross-Cimpress Fulfillment (XCF) team focuses on serving other business units within the broader Cimpress group, including Vistaprint, PrintBrothers, and PrintGroup.

XCF drives both customer and shareholder value by accelerating new product introductions, reducing cost of goods sold, minimizing duplicative investments, improving speed to market, strengthening on-time delivery performance, and expanding the depth and breadth of product offerings.

With the goal of becoming the supplier of choice within Cimpress, the XCF team is committed to consistently delivering best-in-class service, ranging from high-quality products to reliable, timely delivery.