Order Fulfillment Specialist

Order Prep Specialist

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.

• 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.

• 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.

• 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, communication, and tracking.
• Comfort working with dashboards and work queues to manage tasks and monitor order…