Retail Customer Order Processor - Mass at Outdoor Cap

The Retail Customer Order Processor - Mass (COP 2) provides exceptional customer service and operational support by effectively interacting and communicating with internal teams and external customers. He/ She will manage the flow of work and administrative tasks within the network to expedite / manage customer orders and escalate delays when needed to maximize efficiency.

Duties and Responsibilities

• Manages daily customer support including processing orders, changes & returns, reviewing open orders, tracking status of orders, and onboarding new customers.
• Maintains strong customer relationships, acting as an extension of our sales team.
• Coordinates with other departments such as Sales, Purchasing, BI, Warehouse operations and other departments as needed to mitigate delays and facilitate prompt customer responses.
• Demonstrates ability to communicate effectively and professionally, both written and oral with external customers and internal teammates.
• Manages all work queues including phone, emails, production & EDI as required by network.
• Review, update and process program sheets as needed.
• Submit project forms to warehouse when necessary.
• Effectively & proactively provides solutions to customers when issues arise.
• Demonstrates proficiency in Outdoor Cap systems, basic computer knowledge, typing ability and MS Office tools, utilizing multiple programs fluently to do daily assigned work.
• Acts with strong ethical integrity in all situations, upholding the company’s Mission, Vision, and Value Statements

{Additional Responsibilities include}

• Develops trusted customer relationships.
• Working knowledge of basic style set up.
• Assists with training and onboarding new hires.
• Assists sales team to drive customer sales & growth.

Skills and Specifications

• Strong time management, problem solving, and business acumen skills to execute workload efficiently in a fast-paced, customer-facing service environment.
• Ability to establish and maintain business partner relationships and act as liaison between internal teams and external customers.
• Strong work ethic and communication skills with demonstrated flexibility under pressure to meet tight deadlines with minimal errors.
• Working knowledge of MS Office tools, Outlook, Teams/IM, and aptitude to quickly learn new systems. Prior experience with Exenta, QuickTurn, Magento, PDS, PowerApps and Salesforce is a plus.

Education and Qualifications

• Education: High School Diploma/GED or equivalent years of experience
• Experience: 1-3 years customer service or business administration
• Supervisory: No direct reports

Physical & Mental Requirements

• The person in this position frequently communicates with customers and must be able to exchange accurate information and engage in conflict resolution strategies when needed.
• Must be able to remain in a stationary position (seated) 80% of the day and occasionally reach, bend and move inside the office to access files and product.
• Required to have close visual acuity to perform computer tasks and operate other office machinery.
• Able to hear and effectively communicate with peers.
• Able to hear a telephone ring.
• Able to move 10-20 lbs occasionally throughout the day.

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