Outdoor Cap has been servicing the needs of the headwear industry for 45 years and is one of the world's largest companies focused on business-to-business sourcing and manufacturing headwear. With customers in retail, team sports, golf, promotional products and more, working at Outdoor Cap is an opportunity to be part of a growing business building amazing products for some of the world's greatest brands and companies. The Customer Order Processor provides exceptional customer service and operational support by effectively interacting and communicating with internal teams and external customers. He/ She will manage the flow of work and administrative tasks within the network to expedite / manage customer orders and escalate delays when needed to maximize efficiency. Duties and Responsibilities
- Manages daily customer support for domestic and imports, including tracking statuses of orders, changes & returns, reviewing open orders, onboarding new customers and some order entry as needed.
- Coordinates with other departments such as sales, accounting, purchasing, design, warehouse operations and other departments as needed to mitigate delays and facilitate prompt customer responses.
- Demonstrates ability to communicate effectively and professionally, both written and oral with external customers and internal teammates.
- Manages all work queues including emails, calls, cases & program sheets as needed.
- Effectively & proactively provides solutions to customers when issues arise.
- Demonstrates proficiency in Outdoor Cap systems, basic computer knowledge, typing ability and MS Office tools, utilizing multiple programs fluently to do daily assigned work.
- Acts with strong ethical integrity in all situations, upholding the company's Mission, Vision, and Value Statements.
Skills and Specifications
- Strong time management, problem solving, and business acumen skills to execute workload efficiently in a fast-paced, customer-facing service environment.
- Ability to establish and maintain business partner relationships and act as liaison between internal teams and external customers.
- Strong work ethic and communication skills with demonstrated flexibility under pressure to meet tight deadlines with minimal errors.
- Working knowledge of MS Office tools, Outlook, Teams/IM, and aptitude to quickly learn new systems. Prior experience with Exenta, QuickTurn, Magento, ShopFloor, PDS and Salesforce is a plus.
Education and Qualifications
- Education High School Diploma/GED or equivalent years of experience
- Experience 1-3 years customer service or business administration
Physical & Mental Requirements
- The person in this position frequently communicates with customers and must be able to exchange accurate information and engage in conflict resolution strategies when needed.
- Must be able to remain in a stationary position (seated) 80% of the day and occasionally reach, bend and move inside the office to access files and product.
- Required to have close visual acuity to perform computer tasks and operate other office machinery.
- Able to hear and effectively communicate with peers.
- Able to hear a telephone ring.
- Able to move 10-20 lbs occasionally throughout the day.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.