Customer Operations Specialist

Description:

The 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 & Support

• Respond to inbound customer inquiries across in-store, front counter, phone, chat, email, and website channels
• Process orders for equipment, supplies, accessories, and other items using the P21 ERP system
• Support walk-in and phone-in customers through front counter order entry, product assistance, and issue resolution
• Route opportunities, questions, and customer needs to appropriate sales, business development, operations, or support teams
• Contribute to the visual presentation and overall customer experience of the retail showroom
• Answer and handle incoming calls, directing callers to appropriate parties as needed
• Deliver a high level of service aligned with company standards

Branch Operations & Logistics Support

• Perform 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 floor
• Assist with item transfers, RMAs, COD processing, and other branch operational transactions
• Support branch rentals by configuring and testing equipment for customer use, utilizing the equipment tracking system, maintaining customer files, and invoicing clients for rentals

eCommerce & Website Operations

• Process and manage orders originating from eBay and the Duncan-Parnell Online Store
• Maintain eBay sales for the branch, including management of listed inventory and timely processing of related orders
• Process and manage online orders and subscriptions
• Maintain and manage user accounts, including tax-exempt setup
• Support website operations by troubleshooting order or account issues
• Submit support tickets and coordinate with marketing and web developers
• Maintain accuracy of website product listings by adding, updating, or removing content as needed
• Monitor transactions for fraud risk and coordinate with internal stakeholders
• Assist with monthly reporting on web sales performance

Sales Operations Support

• Support order processing and quote conversion for equipment, supplies, accessories, and other items
• Process orders originating from D-P Sales and Business Development Representatives and other D-P team members
• Maintain customer and contact records
• Assist with item transfers, RMAs, and COD processing
• Support inside sales workflows, documentation, and customer follow-up
• Perform other sales, operational, and administrative support duties as requested by the Branch Manager

Required Skills & Abilities

• Strong customer service mindset with professional communication skills
• Highly organized with ability to manage multiple workflows simultaneously
• Detail-oriented with strong accuracy in order and data processing
• Ability to troubleshoot issues and coordinate across teams
• Self-starter with a proactive, problem-solving attitude
• Ability to lift, carry or move objects up to 50 lbs
• Ability to bend, kneel, and reach as needed to perform daily tasks

Education & Experience

• High school diploma required; associate or bachelors degree preferred
• Experience in customer service, sales support, or eCommerce operations
• Experience with ERP systems (P21 preferred), CRM systems, and web platforms
• Familiarity with geospatial, construction, or technical products is a plus

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