Order Support Specialist

Order Support Specialist

This role is temporary from September through January 2027 (this may change depending on business needs). Position start time is flexible but may not start before 8am, 30-40 hours per week.

The primary role of the Order Support Specialist is to provide excellent customer service by resolving escalated customer and order issues. Team members in this position may also be expected to support the mail order entry process for our customers as needed. The ability to work independently and remain focused while managing multiple priorities and assignments is necessary in this position.

Major Position Responsibilities and Accountabilities:

• Provide basic backoffice Customer Service support.
• Review and resolution of orders held for additional information or due to processing issues.
• Resolution of basic customer service issues reported via email.
• Completion of outbound customer service calls to resolve order or account issues.
• Assist in the order entry process for mailed in customer orders
• Open, sort and scan mail orders using scanning machine.
• Key orders directly into order entry system as needed.
• Identify problems and seek solutions for order issues prior to entry (No enclosures, Problem Orders, Etc)
• Perform Cashier functions for mailed customer orders.
• Validate scanned checks for accuracy.
• Accurately discover and correct any errors or discrepancies.
• Investigate and resolve check batches in error statuses.
• Locate and pull physical checks as needed for rescanning or manual deposit.
• Maintain department performance standards for productivity and quality.
• Manage and complete varying projects and tasks as assigned.
• Display ability to work independently and make appropriate decisions.
• Potential will be available to cross train in other Customer Relations functions as desired or needed.

The above is intended to describe the general content of and requirements of the performance of this job. It is NOT to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

Required education, skills, abilities, and experience:

• High school degree or equivalent.
• Must have good customer service skills.
• Strong written and verbal communications skills.
• Typing skills of at least 30 WPM.
• Working knowledge of Word, Excel and Outlook applications
• DAX Experience a plus
• Be available to work mandatory extra hours as call volume requires