Customer Operations Specialist

Customer Operations SpecialistThe Customer Operations Specialist is a cross-functional role responsible for supporting internal sales operations, digital sales channels, and in-person customer engagement. This position serves as a central point of coordination across operations, sales, eCommerce, and marketing. The role helps ensure that customer needs are captured, routed, and resolved efficiently while supporting a seamless buying experience from initial inquiry through order execution.The role combines customer service, eCommerce management, and in-store sales operations support, with a strong emphasis on responsiveness, accuracy, and continuous improvement.Key Responsibilities:Customer Engagement & SupportRespond to inbound customer inquiries across in-store, front counter, phone, chat, email, and website channelsProcess orders for equipment, supplies, accessories, and other items using the P21 ERP systemSupport walk-in and phone-in customers through front counter order entry, product assistance, and issue resolutionRoute opportunities, questions, and customer needs to appropriate sales, business development, operations, or support teamsContribute to the visual presentation and overall customer experience of the retail showroomAnswer and handle incoming calls, directing callers to appropriate parties as neededDeliver a high level of service aligned with company standardsBranch Operations & Logistics SupportPerform receiving activities, including unpacking items, receiving inventory into the P21 ERP system, and stocking received products in the warehouse and/or on the local showroom floorAssist with item transfers, RMAs, COD processing, and other branch operational transactionsSupport branch rentals by configuring and testing equipment for customer use, utilizing the equipment tracking system, maintaining customer files, and invoicing clients for rentalseCommerce & Website OperationsProcess and manage orders originating from eBay and the Duncan-Parnell Online StoreMaintain eBay sales for the branch, including management of listed inventory and timely processing of related ordersProcess and manage online orders and subscriptionsMaintain and manage user accounts, including tax-exempt setupSupport website operations by troubleshooting order or account issuesSubmit support tickets and coordinate with marketing and web developersMaintain accuracy of website product listings by adding, updating, or removing content as neededMonitor transactions for fraud risk and coordinate with internal stakeholdersAssist with monthly reporting on web sales performanceSales Operations SupportSupport order processing and quote conversion for equipment, supplies, accessories, and other itemsProcess orders originating from D-P Sales and Business Development Representatives and other D-P team membersMaintain customer and contact recordsAssist with item transfers, RMAs, and COD processingSupport inside sales workflows, documentation, and customer follow-upPerform other sales, operational, and administrative support duties as requested by the Branch ManagerRequired Skills & AbilitiesStrong customer service mindset with professional communication skillsHighly organized with ability to manage multiple workflows simultaneouslyDetail-oriented with strong accuracy in order and data processingAbility to troubleshoot issues and coordinate across teamsSelf-starter with a proactive, problem-solving attitudeAbility to lift, carry or move objects up to 50 lbsAbility to bend, kneel, and reach as needed to perform daily tasksEducation & ExperienceHigh school diploma required; associate or bachelor's degree preferredExperience in customer service, sales support, or eCommerce operationsExperience with ERP systems (P21 preferred), CRM systems, and web platformsFamiliarity with geospatial, construction, or technical products is a plus