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
