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

Requirements

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 bachelor’s 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