Marketing Associate - Production Specialist

Summary of Position: The Production Specialist keeps client work moving behind the scenes for an assigned group of clients. You will process orders, maintain accurate project records, coordinate vendors and warehouse activity, and make sure print, promotional merchandise, apparel, company-store, and related requests move smoothly from submission through delivery and billing. This role is for someone who takes pride in accuracy, follow-through, and making it easy for clients and teammates to get things done.

This role is built for someone who wants to become the expert in how the work gets done, not the person who owns the client relationship. You will work closely with Account Managers, clients, vendors, warehouse personnel, and internal teammates, and you will own day-to-day coordination and follow-through on your assigned requests within established procedures. The Account Manager owns the overall client relationship, account strategy, and decisions that require account-level approval.

The anticipated career path for successful employees is Production Specialist à Production Lead à Production Lead Manager. Most Production Specialists are considered for Production Lead after 12 to 18 months, although personal performance and company growth can move that timeline in either direction. Advancement is based on mastery of production workflows and systems, problem-solving, reliability, and business needs. At the Production Lead level, the fixed annual bonus is replaced by a share of the gross margin on the accounts you support.

Is This the Right Fit?

We hire for careers, not stopovers. Please read this section carefully before you apply.

• You like being the expert behind the scenes: You get more satisfaction from systems, process, and getting details exactly right than from being in front of clients.
• Client deadlines set the workday: Most days follow normal business hours. Some days the work runs until the commitment is met, and we expect you to see it through.
• The Sundown Rule: Every client or teammate request is acknowledged before the end of the business day it arrives. You don’t have to solve it by sundown. You do have to let the person know you have it and when they will hear back.
• Growth is earned: Promotions and raises follow performance and company growth. We will be clear about what it takes, and we will coach you there.
• In-office team: This role works from our Charlotte office. One remote day per week becomes available after the 90-day training period and a successful performance review.
• Experience matters: We are looking for at least two years of full-time work where customers or teammates counted on you to follow through.

About Symphonix Solutions: We are a growing promotional marketing agency headquartered in Charlotte, North Carolina, with sales offices in Florida, Baltimore and New Jersey.

• We are solutions-driven professionals who deliver service to every client with a sense of pride, urgency, and importance. We make sure our clients only ask once to get what they need. Do you have a service heart and a "whatever it takes" mindset? If so...this may be the job for you!
• Our marketing agency specializes in helping our clients execute various initiatives. This includes providing our clients with commercial print, promo, and apparel products through custom online company stores we customize on their behalf.
• In addition to B2B clients, we work with well-known organizations and brands including Scouting America (Boy Scouts of America), Publix, Dole, Sealed Air, to name a few. Account Management, Project Management, Product Expertise, Sourcing, and Fulfillment are core parts of our value proposition to our valued clients.
• Our team comprises client-focused sales, marketing, creative, technology, and procurement professionals with the same goal: to provide effective and efficient solutions for our customers. Our commitment to our clients and each other drives a positive work environment and is why our team members thrive. Simply put, we love what we do.
• If you enjoy learning, having variety in your daily work, and helping others succeed, this job may be for you! If you like hanging out with teammates’ dogs, personal interactions with intelligent people who genuinely care about our clients, happy hours, pizza parties, and giant kick-ass trophies…Symphonix may be your kind of place.
• If you are high-energy and want to work inside a dynamic marketing agency, learn the business, build a meaningful career, and serve some genuinely awesome clients…drop us a line!

Primary Responsibilities:

• Respond promptly and professionally to client and internal requests, acknowledging every one by sundown and providing a clear answer or a specific plan for follow-up.
• Process web, company-store, and offline orders accurately and on time.
• Serve as a reliable contact for routine order-status, inventory, company-store, and delivery questions.
• Manage routine orders from request through delivery and billing readiness, keeping clients and teammates informed along the way.
• Maintain accurate job trackers, project files, approvals, order records, and supporting documentation.
• Coordinate with vendors, warehouse personnel, and internal teammates to meet commitments and resolve routine service or production issues.
• Monitor client inventory, flag replenishment needs, and coordinate warehouse releases.
• Identify missing information, potential delays, and errors early; resolve matters within established procedures and escalate when needed.
• Provide proactive status updates, including when work is still in progress and nothing has changed.
• Prepare service reports, meeting materials, and action-item records as requested.
• Route complex client issues, strategic decisions, and emerging opportunities to the Account Manager with the relevant facts and a recommended next step.

How We Work: Success at Symphonix requires full commitment to our STRIPE framework. These values are not simply cultural statements; they are the standards we use to make decisions, serve clients, collaborate with teammates, evaluate performance, and determine readiness for greater responsibility:

• Stewardship: Treat our clients’ businesses, budgets, brands, and relationships with the same care you would give your own.
• Transparency: Communicate openly and honestly. Share progress, problems, and changes early because surprises erode confidence.
• Reliability: Do what you say you will do, when you say you will do it. Every commitment should have an owner, a deadline, and follow-through.
• Insight: Look beyond the immediate request. Ask thoughtful questions, anticipate needs, and identify better ways to help our clients and teammates succeed. Clients value our experience and knowledge.
• Precision: Pay attention to the details. Check your work, protect accuracy, and recognize that small mistakes can create large consequences.
• Execution: Turn plans into results. Take ownership, solve problems, and see commitments through to successful completion.

Together, these values support a simple promise: We Earn Confidence with our clients, our partners, and one another.

Education and Experience:

• Associate degree or equivalent work experience; additional training or relevant certifications are welcome.
• 2+ years of full-time work experience in customer service, order processing, administrative support, operations, hospitality, retail, or another service environment where you were accountable to customers.
• Knowledge of print, promotional merchandise, advertising, or marketing (a real plus).
• Demonstrated organization, accuracy, follow-through, and comfort learning systems; formal project-management experience is not required.

Essential Skills:

• Accurate order processing, data entry, documentation, and company-store administration
• Professional communication with clients, vendors, and internal partners to build trust and manage expectations
• Coordination of vendors, suppliers, warehouse personnel, and internal resources to support timely delivery
• Organization, time management, prioritization, problem-solving, adaptability, and appropriate escalation

Other Skills:

• Providing responsive, professional client service
• Executing assigned work within established schedules, budgets, and service expectations
• Maintaining complete and accurate job, order, approval, inventory, and billing records
• Preparing accurate reports, status updates, and supporting documentation
• Organizing client feedback, investigating routine issues, and escalating when needed
• Supporting company stores, portals, inventory programs, and recurring client initiatives
• Working with the Account Team to source vendor and supplier options as directed
• Partnering with the Account Team and warehouse personnel to resolve inventory and customer-order issues
• Protecting client budgets, brands, information, and relationships through careful, responsible execution

Success Criteria:

• Earns confidence through responsive service, accurate work, and dependable follow-through.
• Acknowledges every request by sundown and follows through on every commitment.
• Makes it easy for clients and teammates to get answers and understand what will happen next.
• Processes orders and maintains records with a high level of accuracy.
• Manages multiple requests and deadlines without losing track of details or commitments.
• Resolves routine service and production issues promptly and escalates others with useful context.
• Communicates proactively with clients, teammates, vendors, and warehouse partners.
• Builds strong working knowledge of company stores, order-entry and inventory systems, production workflows, and vendor processes.
• Identifies recurring service problems and suggests practical workflow improvements.
• Demonstrates the judgment, consistency, and ability to guide others needed for advancement to Production Lead.
• Consistently demonstrates Symphonix’s STRIPE values.

Technical Skills

• Microsoft 365
• Experience with NetSuite or another ERP or order-entry system is a plus, not a requirement. We will train you on our NetSuite and SuiteCommerce platform, company stores, and inventory systems.
• Accurate keyboarding, data entry, and electronic recordkeeping
• Familiarity with project-management and workflow software, such as Basecamp, is a plus.

Work Location/Setting

• This position is based in our Charlotte office. No relocation assistance available.
• One remote day per week after the 90-day training period and a successful performance review.
• Indoors, environmentally controlled.
• Flexible start and end times (to help with commute), coordinated with your manager.

Body Positioning

• Spend Time Sitting
• Spend Time Using Your Hands to Handle keyboard, telephone, office machines
• Spend Time at Clients’ Office(s), Warehouse, and Other Location(s)

Communication

• Communicates regularly through email, telephone, text, virtual meetings, and face-to-face discussions and adapts to clients’ preferred communication methods.

Pace and Scheduling

• Client deadlines and the Sundown Rule set the pace of the day, not the clock.
• Ability to work under pressure and hit deadlines with accurate results.
• Ability to multitask and prioritize workflows, especially during peak seasons.

Role Relationships

• Coordinates internal resources, suppliers, warehouse partners, and vendors without formal supervisory authority
• Works collaboratively with Account Managers, clients, vendors, and warehouse personnel to deliver reliable service
• Reports to an Account Manager or designated team leader

Compensation and Benefits:

• Expected base salary range: $45,000, plus eligibility for an annual performance bonus of up to $5,000 (pro-rated), based on personal and company performance. Final compensation will be based on relevant experience and qualifications.
• Benefits include a health care stipend, a 401(k) with company match, 10 paid company holidays, and 15 personal days.

Employment Requirements:

• Ability to commute to the Charlotte office and work onsite as required
• Authorized to work in the United States
• Ability to successfully complete required background screening and drug testing

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Application Question(s):

• Are you willing to agree to a background check and drug screening test?

Experience:

• relevant work: 2 years (Required)

Language:

• English (Required)

Location:

• Charlotte, NC 28211 (Preferred)

Ability to Commute:

• Charlotte, NC 28211 (Required)

Work Location: In person