Customer Solutions Representative

About the Role

Reporting to the Team Coordinator, this Customer Solutions Representative provides exceptional support and service to both internal and external customers, ensuring inquiries, orders, and requests are handled efficiently, accurately, and in accordance with company policies and procedures. This role combines customer service, sales support, order management, and product knowledge to deliver a seamless customer experience while supporting business growth.

This position begins with a strong foundation in general customer solutions, including customer inquiries, order management, warranty support, and product knowledge. As expertise develops, responsibilities expand to include specialized support for the company’s custom business across both men’s and women’s product lines and various sales and service platforms. The role works closely with accounts, customers, sales representatives, manufacturing partners, and cross-functional teams to ensure customer and custom requirements are clearly understood and communicated, orders and projects progress accurately and efficiently, timelines are maintained, and customer expectations are met or exceeded.

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.

Responsibilities

• Develop superior working knowledge of Cascade and Maverik Products, Product Catalogs, and digital tools & platforms to analyze, train, and support business needs.
• Respond to customer inquiries, orders, and/or complaints via phone, email, and websites using superb customer service skills to ensure positive results and customer satisfaction.
• Coordinate custom order projects from initial customer inquiry through production, fulfillment, and delivery, ensuring accuracy of specifications, artwork, product configuration, and timelines.
• Review custom order requirements for completeness and accuracy, resolving discrepancies before production begins.
• Build and maintain long-term business relationships with both internal and external customers and sales reps through prompt, efficient, and anticipatory service to promote loyalty to our brands.
• Manage order file including accurate order entry using the SAP system, ensuring compliance with current sales programs, customer delivery requirements, and vendor guidelines.
• Make appropriate suggestions for substitutions of unavailable products, inform customers of new products in stock, and provide order suggestions based on extensive knowledge of both product and customer history.
• Monitor custom order status, identify potential delays or issues, and proactively communicate solutions to customers and internal stakeholders.
• Identify opportunities to improve custom order processes and recommend solutions that enhance efficiency, quality, and the customer experience.
• Maintain frequent communication with all related departments (credit, product, warranty, sales management, supply & demand) to ensure customer satisfaction and a positive, team-oriented work environment.
• Collaborate with the distribution center to ensure execution of product launches and timely deliveries.
• Research and validate claims, prepare appropriate credits and/or debits, create warranty returns, and authorize stock returns.
• Track and assist in coordination of Direct Ship Orders.
• Stay abreast of new developments and ensure adherence to PAA policies and procedures as well as Customer Solutions department policies and procedures.
• Assist in preparation and staffing for off-site events with marketing, research and development, and sales departments.
• Help as needed for on-site team tours and other events or programs.

Requirements

• High School Diploma with 1–3 years of customer service experience or related field—or equivalent years of relevant and related experience.
• Experience with SAP system preferred.
• Skilled in managing time effectively.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
• Consistently maintains a pleasant and friendly demeanor.
• Effective problem solver who can analyze problems, generate options, and choose a course of action.
• Ability to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
• Must demonstrate empathy for customers’ situations in all cases.
• Must be able to work overtime as necessary.
• Must be able to travel when necessary (limited).

Pay

$18/hour - $20/hour (New York Pay: $18 - $20 USD).

Benefits

• Eligibility to participate in the Company’s incentive plan.
• 401(k) plan with employer match.
• Paid parental leave.
• Employee discount program on apparel and gear.
• Casual & hybrid work environment.