Order Fulfillment Specialist

About the role

This position manages the full vehicle transport order lifecycle from initial data collection through final completion, coordinating order submission and dispatch, resolving transport issues, and maintaining clear, professional communication with internal and external customers in a fast-paced environment.

Responsibilities

• Initiate and manage the vehicle transport life cycle by collecting accurate data, submitting orders, and dispatching movements to the correct entities.
• Participate in all phases of the order process to ensure timely completion and high levels of customer satisfaction.
• Negotiate and resolve transport issues by balancing customer needs with operational and logistical constraints.
• Communicate directly with customers, including fleet management companies and their clients, to provide updates, clarify details, and address concerns.
• Respond to customer questions and provide solutions using sound judgment, following standard processes through to completion to reduce delays and enhance the customer experience.
• Enter and maintain detailed and accurate information in specific areas of each order so all stakeholders clearly understand customer requirements.
• Monitor and manage team dashboards and work queues to ensure tasks are completed and orders continue to move through the process without delays.
• Organize daily activities using provided tools to prioritize work and ensure all assigned tasks are completed on time.
• Respond to emails promptly and courteously, typically within an industry standard of four hours.
• Demonstrate the ability to perform activities inherent to the department’s responsibilities and assist teammates when needed to keep service delivery on track.
• Identify and escalate issues, trends, and opportunities that may impact service quality, efficiency, or customer satisfaction.
• Apply critical thinking, using knowledge, facts, and data to effectively solve problems related to orders and customer requests.
• Work effectively in a fast-paced environment while managing competing priorities and adapting quickly to changing departmental needs.
• Balance customer needs with company obligations by demonstrating a basic financial understanding of decisions and actions.
• Manage time effectively, follow through on commitments, and ensure tasks are completed accurately and on schedule.
• Communicate with customers via phone and email to clarify order details, resolve discrepancies, and confirm next steps.
• Use computer systems and tools to mine information from emails and accurately enter data into the system.
• Analyze work outputs and notice trends, sharing insights with others to help resolve recurring issues and improve processes.
• Collaborate with colleagues and support a culture where customer service is recognized as everyone’s responsibility.

Essential Skills

• 1 to 3 years of customer service or high-volume administrative work experience.
• 0 to 2 years of experience in a call center, customer service, or sales environment.
• Strong interpersonal skills with the ability to build rapport and maintain professional relationships.
• Strong verbal and written communication skills for clear, professional phone and email interactions.
• Proficiency with Microsoft Office, including Outlook and Excel.
• Good computer and data entry skills, with the ability to extract information from emails and enter it accurately into systems.
• Analytical and problem-solving skills, including the ability to learn the business and apply knowledge to resolve issues.
• High attention to detail and a strong focus on accuracy in a complex, fast-moving business environment.
• Effective listening skills to fully understand customer needs and internal requirements.
• Ability to manage time effectively and follow through on tasks to completion.
• Capability to work in a fast-paced environment while juggling competing priorities and adapting quickly.
• Ability to respond and act confidently, assertively, and decisively while taking responsibility and accountability for outcomes.
• Critical thinking skills and the ability to use data, facts, and knowledge to solve problems and make sound decisions.

Additional Skills & Qualifications

• High level of accuracy and consistency in data entry and order processing.
• Ability to identify issues, trends, and opportunities and communicate them to help improve processes.
• Ability to analyze work outputs and notice patterns that may affect service delivery or customer satisfaction.
• Strong customer service mindset, with the belief that customer service is a shared responsibility across the team.
• Quick learner who can rapidly understand new systems, processes, and business rules.
• Self-starter who takes initiative and works proactively with minimal supervision.
• Knowledge and experience using Outlook and Excel for daily tasks, communication, and tracking.
• Comfort working with dashboards and work queues to manage tasks and monitor order progress.
• Demonstrated flexibility and adaptability to changing departmental needs and priorities.
• Basic financial understanding to help balance customer needs with company obligations.

Work Environment

The Order Prep Specialist will initially work on-site at the client’s office five days per week, Monday through Friday. Standard business hours for the operation are between 8:00 a.m. and 6:00 p.m., and an 8-hour shift will be assigned within this window. If converted to a permanent employee, the role will move to a hybrid work schedule, typically consisting of two days on-site and three days remote each week. The environment is fast-paced and detail-oriented, with a strong focus on timely customer service and accurate order processing. Extensive use of email, Microsoft Outlook, Excel, and team dashboards is required to manage tasks and monitor orders. The setting is a professional office environment where clear communication, responsiveness, and collaboration are highly valued.

Pay

The pay range for this position is $18.00 – $19.75/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)