Order Management Associate - Fortress

Order Management Associate

Location: Irving, TX

Schedule: Monday–Thursday in office (standard business hours) + Work from Home Fridays

Job Type: Full-Time (minimum 40 hours per week; minimum 8 hours per day)

Compensation: $22.00 – $25.00 per hour (based on experience)

About the Role

The Order Management Associate plays a key role in supporting customers, sales partners, and internal operations by managing incoming orders and ensuring accurate and timely fulfillment. This position requires strong communication skills, attention to detail, and a customer-first mindset.

Why PrimeSource?
PrimeSource Building Products is one of the largest distributors of building materials in North America — and we’re growing. Joining PrimeSource means being part of a team that works smart, wins together, and creates meaningful opportunities to build a long-term career.

Essential Duties & Responsibilities

Including but not limited to:

• Receive and handle calls regarding new and existing customer orders
• Provide superior service and assistance to customers and internal stakeholders
• Prepare and provide pricing and sales quotes to customers
• Process customer purchase orders received via email or fax
• Create and send sales order acknowledgements prior to shipment
• Provide updates on order status and fulfillment timelines
• Support product-related inquiries from customers and sales representatives
• Assist with customer returns or claims as needed
• Maintain accurate customer records and system data
• Provide inside sales support to Regional Sales Managers and Sales Representatives
• Ensure timely release of orders to the warehouse for fulfillment
• Assist customers and sales teams with order/invoice questions and shipment tracking
• Process return authorizations and credits as needed
• Gather documentation for freight claims or damaged shipments
• Perform general office administration and customer service tasks
• Support management with additional duties as assigned

Education, Experience & Skills

• High school diploma or GED required; some college preferred
• 2+ years customer service or call center experience required
• Manufacturing customer service experience strongly preferred
• Retail or e-commerce channel support experience a plus
• SAP ERP experience a plus
• Proficiency in Microsoft Word, Excel, and Outlook
• Bilingual English/Spanish a plus
• Professional appearance and demeanor
• Positive attitude and willingness to learn
• Effective time management and ability to multi-task
• Ability to work in a fast-paced environment
• Strong written and verbal communication skills
• Ability to interpret written, diagram, verbal, and schedule-based instructions
• Ability to troubleshoot and problem-solve with limited initial information

Work Environment & Schedule

• In-office Monday through Thursday
• Work-from-home Fridays
• Standard business hours; no weekends
• Full-time (minimum 40 hours/week; 8 hours/day)

Equal Employment Opportunity Statement

PrimeSource Building Products, Inc. is an Equal Opportunity Employer. PrimeSource Building Products, Inc. is fully committed to equal employment opportunity (EEO) and maintaining a workplace free of discrimination and harassment based on race, gender, religion, age, color, national origin, disability, sexual orientation, genetic information, and other non-merit factors. All persons shall be afforded equal employment opportunity at PrimeSource Building Products, Inc.

PrimeSource Building Products, Inc. prohibits discrimination in all aspects of its personnel policies, program practices, operations, and relationships with employees and applicants, including but not limited to recruitment, hiring, and merit promotion. PrimeSource Building Products, Inc. promotes programs of affirmative recruitment and employment at all levels of the organization. PrimeSource Building Products, Inc. subscribes to, and will implement to the full extent, all applicable laws that promote equality of opportunity.

PrimeSource Building Products, Inc. welcomes and encourages applications from persons with disabilities and will reasonably accommodate the needs of those persons.