Customer Operations Specialist

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.