Support Services Representative

Order & Product Support Representative

The Order & Product Support Representative provides comprehensive order management, product support, and customer care for corporate and franchise stores, e-commerce, National Accounts, and internal teams. This role ensures accurate and timely order processing, serves as an escalation point for complex product and operational issues, and resolves exceptions through strong product knowledge, system expertise, vendor relationships, and cross-functional collaboration. The Representative also supports training, process documentation, reporting, and continuous improvement efforts to maintain data integrity, operational efficiency, and customer satisfaction.

Order Management and Operational Support

• Process and maintain orders for stores, e-commerce, and National Accounts, including sweeps, amendments, special orders, drop-ship orders, pallet orders, reorder requests, and Buy-In orders.
• Monitor order status and open order reports in Great Plains, resolving holds, exceptions, canceled lines, backorders, and other issues to support timely fulfillment.
• Troubleshoot order-process inefficiencies and support accurate communication between Great Plains and Warehouse Management Systems.
• Resolve e-commerce order issues, including incorrect addresses, returns, and freight claims.
• Process and manage Return Merchandise Authorization (RMA) requests, including approvals, validations, stock lifts, required workarounds, and exceptions involving missing, damaged, over/short, or in-transit shipments.
• Process markdown requests, customer address holds, order holds, freight billbacks, and transportation-related adjustments.
• Monitor special order processing and follow up on outstanding issues to ensure orders are fulfilled efficiently and on time.
• Execute mail merge communications and distribute operational reports as needed.
• Guide stores on ordering and receiving best practices.

Advanced Customer Care and Product Support

• Serve as support for Support Services teams and order management issues, resolving complex or problematic situations through timely communication with management, warehouse teams, vendors, and other partners.
• Provide product and technical support to franchisees, corporate stores, employees, and customers via phone and email.
• Maintain proficiency in battery and bulb programs, product information, and store operational policies.
• Research and submit Item Maintenance Forms (IMFs) for new products to the Data Management team.
• Manage product returns related to mis-ships, damages, freight claims, and other fulfillment issues while maintaining customer satisfaction.
• Recommend appropriate resolutions to complex customer issues and escalate exceptions to established policies when management review or approval is needed.
• Monitor and respond to customer and internal communications in a timely, professional manner.

Training, Reporting and Process Improvement

• Assist with training new Support Representatives and provide ongoing peer support and mentorship.
• Create and maintain process documentation, guides, and other resources for the support team.
• Maintain call logs and adhere to problem resolution and customer satisfaction standards.
• Perform call-tracking spot checks and provide findings or feedback to support management.
• Analyze support call volumes, order issues, and trends to identify opportunities for process improvement.
• Review support-related communications and provide recommendations to management.
• Report on call log metrics, problem resolution proficiency, customer satisfaction, and other relevant support measures.
• Manage shared team scheduling or calendar resources as assigned to support adequate coverage.
• Collaborate with customer service, warehouse, transportation, sales, Data Management, and other internal teams to resolve operational and customer issues.
• Perform additional administrative and operational duties as assigned.

Other Duties

This job description is intended to outline the general nature and key responsibilities of the role. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may evolve or change over time based on business needs, without advance notice.

Education and Experience

• High school diploma or equivalent required. Associate degree in Business, Communication, or a related field preferred.
• Minimum 1 year of customer service, call center, order support, product support,…