Order Prep Specialist

Job Title:

Order Prep Specialist

Job Description

Seeking an Order Prep Specialist who will manage the full vehicle transport order lifecycle from initial data collection through final completion, ensuring a smooth, accurate, and customer-focused experience. This role involves coordinating order submission and dispatch, resolving transport issues, and maintaining clear, professional communication with internal and external customers in a fast-paced environment.

Responsibilities

+ Initiate and manage the vehicle transport life cycle by collecting accurate data, submitting orders, and dispatching movements to the correct entities.

+ Participate in all phases of the order process to ensure timely completion and high levels of customer satisfaction.

+ Negotiate and resolve transport issues by balancing customer needs with operational and logistical constraints.

+ Communicate directly with customers, including fleet management companies and their clients, to provide updates, clarify details, and address concerns.

+ Respond to customer questions and provide solutions using sound judgment, following standard processes through to completion to reduce delays and enhance the customer experience.

+ Enter and maintain detailed and accurate information in specific areas of each order so all stakeholders clearly understand customer requirements.

+ Monitor and manage team dashboards and work queues to ensure tasks are completed and orders continue to move through the process without delays.

+ Organize daily activities using provided tools to prioritize work and ensure all assigned tasks are completed on time.

+ Respond to emails promptly and courteously, typically within an industry standard of four hours.

+ Demonstrate the ability to perform activities inherent to the department's responsibilities and assist teammates when needed to keep service delivery on track.

+ Identify and escalate issues, trends, and opportunities that may impact service quality, efficiency, or customer satisfaction.

+ Apply critical thinking, using knowledge, facts, and data to effectively solve problems related to orders and customer requests.

+ Work effectively in a fast-paced environment while managing competing priorities and adapting quickly to changing departmental needs.

+ Balance customer needs with company obligations by demonstrating a basic financial understanding of decisions and actions.

+ Manage time effectively, follow through on commitments, and ensure tasks are completed accurately and on schedule.

+ Communicate with customers via phone and email to clarify order details, resolve discrepancies, and confirm next steps.

+ Use computer systems and tools to mine information from emails and accurately enter data into the system.

+ Analyze work outputs and notice trends, sharing insights with others to help resolve recurring issues and improve processes.

+ Collaborate with colleagues and support a culture where customer service is recognized as everyone's responsibility.

Essential Skills

+ 1 to 3 years of customer service or high-volume administrative work experience.

+ 0 to 2 years of experience in a call center, customer service, or sales environment.

+ Strong interpersonal skills with the ability to build rapport and maintain professional relationships.

+ Strong verbal and written communication skills for clear, professional phone and email interactions.

+ Proficiency with Microsoft Office, including Outlook and Excel.

+ Good computer and data entry skills, with the ability to extract information from emails and enter it accurately into systems.

+ Analytical and problem-solving skills, including the ability to learn the business and apply knowledge to resolve issues.

+ High attention to detail and a strong focus on accuracy in a complex, fast-moving business environment.

+ Effective listening skills to fully understand customer needs and internal requirements.

+ Ability to manage time effectively and follow through on tasks to completion.

+ Capability to work in a fast-paced environment while juggling competing priorities and adapting quickly.

+ Ability to respond and act confidently, assertively, and decisively while taking responsibility and accountability for outcomes.

+ Critical thinking skills and the ability to use data, facts, and knowledge to solve problems and make sound decisions.

Additional

Skills & Qualifications

+ High level of accuracy and consistency in data entry and order processing.

+ Ability to identify issues, trends, and opportunities and communicate them to help improve processes.

+ Ability to analyze work outputs and notice patterns that may affect service delivery or customer satisfaction.

+ Strong customer service mindset, with the belief that customer service is a shared responsibility across the team.

+ Quick learner who can rapidly understand new systems, processes, and business rules.

+ Self-starter who takes initiative and works proactively with minimal supervision.

+ Knowledge and experience using Outlook and Excel for daily tasks,…