Cascade Maverik: Customer Solutions Representative

Liverpool, NY

TEAMMATES WANTED

Working at Cascade Maverik is like playing on a championship team. Everyone on the team has an important role to play, and no matter your title, you are part of something bigger than yourself. We empower each other to be our best and remain committed to developing the most innovative lacrosse equipment in the industry. If you’re a team player, we encourage you to reach out and connect with our talented roster.

Purpose & Core Values:

Our purpose at Cascade Maverik is to enrich life experiences through sports. We have the responsibility to cultivate the future of our brands. We are always “we” and never “I”. We love what we do. We believe anything is possible and work to be our best. We strive to always redefine the standard of excellence in all that we do.

Want to join our team as a Customer Solutions Representative
?

This role serves as a critical member of the Customer Solutions team, acting as a strategic partner to customers, sales representatives, and internal business functions. The Customer Solutions Representative drives customer satisfaction, operational excellence, and revenue growth by ensuring seamless order execution, proactive issue resolution, and effective management of the customer lifecycle. Reporting to the Customer Solutions Team Lead, this position plays an integral role in influencing customer experience, supporting sales initiatives, optimizing operational processes, and delivering solutions that exceed both internal and external customer expectations.

Essential Job Functions & Responsibilities:

• Serve as a trusted business partner to customers and sales teams, providing responsive support and strategic solutions through phone, email, websites.
• Drive exceptional customer experiences by managing inquiries, orders, escalations, and operational challenges with a focus on customer retention and revenue growth.
• Execute the order-to-cash process, ensuring accurate order management, product availability alignment, and timely fulfillment.
• Gather and analyze customer requirements to facilitate accurate order configuration, processing, and delivery execution.
• Partner closely with Sales, Supply Chain, Credit, Product Management, Warranty, and Distribution teams to ensure alignment between customer expectations and operational capabilities.
• Manage customer accounts by monitoring open orders, identifying potential fulfillment risks, and proactively communicating solutions to customers and sales stakeholders.
• Monitor inventory availability and supply constraints while recommending product substitutions, alternative solutions, and upsell opportunities to support customer requirements.
• Track and manage product shipments from manufacturing through final delivery, ensuring service level commitments are met.
• Investigate customer claims, discrepancies, shortages, and disputes while coordinating credits, debits, and corrective actions to drive customer satisfaction.
• Administer warranty claims and authorized stock return programs, ensuring compliance with company policies and customer agreements.
• Maintain a thorough understanding of customer contracts, pricing programs, sales promotions, and product portfolios to support business objectives.
• Identify, manage, and resolve exceptions within established service and operational guidelines while minimizing disruption to customers and revenue streams.
• Leverage related business systems to maintain accurate customer records, order data, inventory information, and account documentation.
• Support sales growth initiatives by identifying opportunities to expand product adoption and maximize account potential through consultative customer interactions.
• Collaborate with credit teams to…