Promotional Products Order Processing Team Lead

Promotional Products Order Processing Team Lead

About the Role

• Format Press is looking for a highly organized and accountable Promotional Products Order Processing Team Lead to take ownership of the day-to-day performance of our Promo order-processing function.
• This person is responsible not merely for processing individual orders, but for ensuring that the entire order-processing team is organized, balanced, responsive, accurate, and moving.
• The Team Lead must always have visibility into the department's workload, outstanding issues, client and vendor communications, deadlines, and open orders.
• When something gets stuck, this person owns making sure it gets unstuck.
  

Key Responsibilities

Team & Workload Management

• Lead the day-to-day activities of the Promo order-processing team.
• Review incoming workload and allocate orders appropriately across team members.
• Ensure workload is balanced based on volume, complexity, deadlines, and individual capacity.
• Reallocate work when necessary to prevent bottlenecks.
• Monitor individual and team performance and identify where additional guidance or support is needed.
• Conduct regular team meetings and operational check-ins.
• Provide training, guidance, and escalation support to order processors.
  

Order Oversight

• Maintain visibility into all active promotional-product orders.
• Ensure orders are processed accurately and promptly.
• Monitor proofs, purchase orders, approvals, vendor communication, production status, shipping information, and other critical order stages.
• Make sure open issues receive follow-up and do not disappear inside email threads or dashboards.
• Step into complex or problematic orders when necessary.
• Work directly with vendors when escalation or additional problem-solving is required.
  

Systems & Accountability

• Own the accuracy and maintenance of relevant dashboards, portals, tracking systems, and operational reports.
• Make sure emails and communications regarding active orders receive proper responses and follow-up.
• Ensure team members are documenting status and information correctly.
• Maintain clear visibility of overdue orders, pending approvals, vendor delays, missing information, and other risks.
• Escalate meaningful issues before they become larger client problems.
• Improve processes when recurring bottlenecks or errors are identified.
  

Cross-Department Collaboration

• Coordinate with Account Management, Sales, Creative, Purchasing, Finance, and other departments as needed.
• Make sure client requirements are translated correctly into operational execution.
• Communicate clearly when additional information or decisions are required.
• Help create a smooth handoff between the client-facing team and order execution.
  

Qualifications

• Strong organizational and operational-management skills.
• Proven ability to manage a team and distribute work effectively.
• Excellent follow-through and attention to detail.
• Comfortable managing a high volume of simultaneous orders and deadlines.
• Strong problem-solving skills.
• Able to hold people accountable while maintaining a productive team environment.
• Comfortable working with dashboards, email, project-management systems, order-management platforms, and reporting tools.
• Strong written and verbal communication.
• Calm under pressure and capable of distinguishing a true emergency from ordinary operational noise.
  

Strongly Preferred

Promotional-products industry experience is highly preferred.

Experience with any of the following is especially valuable:

• Promotional products and branded merchandise.

Format Press is a powerhouse in healthcare marketing and printing, setting benchmarks for precision and scalability. We rely on full-stack process automation to drive efficiency and impact, and we’re looking for a Workflow Automation Specialist to optimize our pipelines, deploy integrations, and build workflows that simply don’t break.