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