Customer Operations Specialist

Duncan Parnell
Orlando, FL

Job Description

Job Description

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

Posted 2026-06-26

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