Customer Development & Support Coordinator at Outdoor Cap

The Customer Development & Support Coordinator provides direct support to the Custom Sales team by assisting Account Leads in managing customer accounts, coordinating product development, and ensuring seamless order execution. This role also supports the Custom Sales phone queue, handles order entry and data management, and works cross-functionally with Product Development, Digitizing, and Design teams to deliver accurate samples and timely customer service.

Essential Duties & Responsibilities

• Utilize Outdoor Cap systems, customer portals, and 3rd party systems for order entry, sample creation, and data integrity. Coordinate with Account Leads, Product Development , and Graphics as needed.
• Support the Custom Sales phone queue by taking incoming calls, addressing general inquiries, and routing to the appropriate account leads.
• Demonstrate business acumen to understand financials, calculate costs, selling price, and gross margin to balance customer and company needs.
• Prepare, review, and manage samples for accuracy, quality control, and customer expectations.
• Coordinate physical samples, virtual, and sew-outs for production.
• Manage incoming and outgoing changes to orders, samples, and designs.
• Respond promptly to rejections, changes, and customer requests to ensure on-time deliverables.
• Multi-task and prioritize multiple projects across different customers under tight deadlines.
• Collaborate with cross-functional teams to ensure seamless and timely program execution.
• Demonstrate product knowledge by following fabric, trim, finish, and decoration trends.
• Provide exceptional customer service and operational support to internal and external partners.
• Seek opportunities for process improvements and efficiencies, collaborating internally to implement solutions.
• Act with strong ethical integrity in all situations, upholding Outdoor Cap’s Mission, Vision, and Values.

Skills and Specifications

• Strong time management, project management, and problem-solving skills to execute workload efficiently in a fast-paced environment.
• Effective written and verbal communication skills; ability to work collaboratively within a team and assist others as needed.
• Strong work ethic with flexibility under pressure to meet deadlines with minimal errors.
• Ability to establish and maintain professional relationships with internal and external partners.
• High attention to detail with ability to follow specification standards and templates.
• Proficient in Outdoor Cap systems, order entry, inventory management, and internal production programs.

Education and Qualifications

• Education: Bachelor’s degree preferred or equivalent years of experience
• Experience: 2+ years of sales or administrative support
• Supervisory: No direct reports
• Travel: None

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is constantly required to operate computers and other office machinery, using hands to finger, handle and or arms to reach. Constantly required to talk and hear using telephones. Regularly required to remain in a stationary position (80%), occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.
• Specific hearing and vision abilities required by this job include close and color vision, ability to adjust focus and the ability to receive detailed information through oral or written communications.

Nothing in this job description restricts management’s right to assign / reassign duties and responsibilities to this job at any time.