Special Order Escalation Specialist

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Act as the main contact for store teams concerning special order inquiries and requests.

• Effectively manage and respond to incoming emails, cases, and requests in a timely and professional manner.

• Collaborate with vendor partners to secure order updates, resolve issues, and guarantee timely fulfillment.

• Review and address escalated order concerns, pinpointing suitable solutions and next steps.

• Monitor order activity and proactively tackle issues that could affect delivery, customer satisfaction, or order accuracy.

• Create and distribute reports to vendors and internal business partners.

• Engage with cross-functional teams to resolve order, replacement, and fulfillment issues.

• Keep precise records and documentation within company systems.

• Support internal communication channels by assisting team members with inquiries and order-related issues.

• Participate in team chat support and manage shared inboxes.

• Ensure that all customer and order information is handled accurately and professionally.

• Identify opportunities for process enhancements and contribute to a positive customer experience.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• At least one year of experience in customer service, order management, operations support, retail support, or a related area.

• Proficient in Microsoft Outlook and Excel; familiarity with Microsoft Word is required.

• Excellent verbal and written communication abilities.

• Outstanding attention to detail and organizational skills.

• Capability to manage multiple tasks and priorities concurrently.

• Strong problem-solving and critical-thinking capabilities.

• Ability to collaborate effectively with internal teams, external partners, and vendors.

• Proven ability to follow through on commitments and meet performance standards.

• Adaptable and comfortable working in a fast-paced, dynamic environment.

• Strong customer service orientation with a focus on achieving positive results.

• Preferred: experience in order management, customer service, logistics, fulfillment, or retail operations.

• Preferred: familiarity with case management, CRM, or ticketing systems.

• Preferred: experience working with external vendors or business partners.

🏝️ Benefits

• Work safely and comfortably from home—we provide all necessary equipment.

• Competitive starting pay of $21.00/hour.

• Seasonal overtime opportunities available.

• Employee discounts offered.

• Earn referral bonuses when your recommended hires complete 60 days.

• Comprehensive healthcare, dental, and vision insurance provided.

• Allotted Paid Time Off.

• Generous 401(k) matching after just one year.