Verified Job
Customer Support / TeleCaller
Customer Operations Specialist
Customer Support / TeleCaller
#175913
Remote / WFH
DUNCAN PARNELL INC
Job Description
Description:
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.
The role combines customer service, eCommerce management, and in-store sales operations support, with a strong emphasis on responsiveness, accuracy, and continuous improvement.
Key Responsibilities:
Customer Engagement & Support
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
Branch Operations & Logistics Support
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
eCommerce & Website Operations
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
Sales Operations Support
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
Requirements:
Required Skills & Abilities
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
Education & Experience
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
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.
The role combines customer service, eCommerce management, and in-store sales operations support, with a strong emphasis on responsiveness, accuracy, and continuous improvement.
Key Responsibilities:
Customer Engagement & Support
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
Branch Operations & Logistics Support
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
eCommerce & Website Operations
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
Sales Operations Support
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
Requirements:
Required Skills & Abilities
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
Education & Experience
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
