Customer Support Order Operations Specialist

Benefits

• 401(k)
• 401(k) matching
• Bonus based on performance
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

This role is responsible for owning customer support and order accuracy across both our Shop and Distribution divisions.

While the Shop division is primarily online and self-service, customers still need support with:

• Order updates
• Tracking information
• Product questions
• Account or order corrections
• Rare exceptions that require human intervention

Speed and accuracy both matter in this role. Mistakes create downstream problems, and delays frustrate customers. You must be able to operate under pressure while staying focused and precise.

This is a high-responsibility execution role, not a sales role and not a passive support position.

• Monitor and respond to customer emails and messages
• Answer inbound phone calls as needed
• Handle post-order questions, updates, and corrections
• Provide tracking information and order status updates
• Update order details accurately in internal systems
• Handle rare exceptions calmly and professionally
• Maintain clear documentation of all customer interactions

Most shop customers are expected to place orders online without assistance. This role supports, corrects, and manages — it does not hand-hold.

• Assist with order entry when needed
• Provide order status updates to B2B customers
• Answer basic account or product questions
• Route pricing, delivery, or logistics decisions to the correct owner
• Support internal teams by keeping customer communication clean and accurate

There is no “not my job” mentality here. Ownership matters — escalation does not mean disengagement.

• Extremely detail-oriented
• Highly organized and methodical
• Able to stay focused under pressure
• Comfortable dealing with customers
• Calm, professional, and emotionally steady
• Eager to take direction and feedback
• Able to work collaboratively with sales, ops, and warehouse teams
• An excellent written and verbal communicator

You must be able to execute quickly without cutting corners.

• Get flustered by upset customers
• Prefer loose structure or vague expectations
• Avoid accountability
• Dislike repetition or process
• Want a sales, marketing, or creative role

• Customers receive fast, accurate responses
• Orders are clean and correct
• Issues are resolved or escalated properly — not dropped
• Internal teams trust the information coming from you
• Leadership is not pulled into routine customer problems

This role protects the entire operation.

When done well, customers feel supported, orders flow correctly, and internal teams can focus on their jobs instead of fixing preventable issues.

This role owns customer communication — but works as part of a team. Taking direction, following process, and communicating clearly are essential.