Online Operations Specialist

About the role

The Online Operations Specialist plays a key role in ensuring a high level of customer satisfaction by executing day-to-day operational tasks on behalf of web and eCommerce clients. This position supports the web phone team by delivering timely, accurate, and professional assistance, helping to maintain seamless operations and positive customer experience.

Responsibilities

• Consistently maintains the company brand standard of customer service during all internal and external communication.
• Contacts clients daily to schedule deliveries, check for accuracy on orders, collect balances, modify orders, and process appeasement transactions.
• Accurately processes returns, exchanges, adjustments, and cancellations for the web team and web clients.
• Acts proactively when client issues arise and works with Client Services, Logistics, Product, management, and the customer to achieve an amicable solution on the client’s behalf.
• Prepares necessary paperwork for online custom orders.
• Processes daily incoming website sales orders, checking for accuracy and fraud.
• Assists the Sales team and management with additional tasks as needed, including pre-collections, product delays, and SKU corrections.
• Assists with reports and special projects as they arise.
• Performs other duties as required.

Competencies

• Adapts to change quickly and easily and performs effectively during times of change; demonstrates the ability to multi-task and manages competing priorities effectively.
• Builds respectful and effective working relationships; collaborates with others to achieve common goals.
• Conveys information clearly and concisely, both verbally and in writing; adjusts communication to meet the needs of the audience.
• Strives to meet or exceed the expectations of internal and external customers.
• Demonstrates initiative by acting as a self-starter; takes on increased responsibility to enhance one’s contribution.
• Displays a high degree of integrity, honesty, and takes responsibility for one’s own actions; shows consistency between words and actions.
• Fluent with Microsoft systems and has sound computer comfortability.

Requirements

• Education: High school diploma; college degree preferred.
• Experience: Minimum of 2 years’ customer service experience working in a multi-location, retail, or sales environment.
• Computer proficiency: Proficient in MS Office (Outlook, Excel, Word) or similar suite.
• Dedicated to business and willing to adjust schedule and hours as needed to meet management needs of the department.

Essential functions

• Performing tasks in a sitting position for extended periods of time.
• Repetitive movements.
• Lifting of boxes and/or files of weights less than 25 lbs.
• Consistent regular scheduled attendance is considered an essential function of this job.
• Weekend hours are required.

Schedule

Hybrid schedule requiring onsite presence in Boston Heights, OH Corporate Office. Weekend hours required.