Order Support Specialist
Location: Fort Wayne, IN
Level: Hourly (Pay Class 3)
Division / Department: Sales and Business Development / Order Support
Reporting to position: Order Support Supervisor
Travel: None
Schedule: Monday-Friday 10:30am-7:00pm
About the Role:
The Order Support Specialist will be responsible for order placement, shipment tracking, and responding to a variety of inquiries related to order support. This individual must possess excellent communication skills, attention to detail with a focus on accuracy, and a positive, service-oriented attitude.
If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Data Entry, Call Center, Order Clerk
Responsibilities include:
- Participate in phone support rotation receiving member and vendor calls
- Answer hardware store calls regarding merchandise orders and shipments
- Respond appropriately with a positive demeanor to member objections and questions
- Provide information and instruction to members to assist with proper resolution to inquiries
- Assist the Order Support team when call volumes are high
- Research questions regarding various orders to resolve issues and questions
- Submit transfer orders between warehouses
- Escalate calls to various second-tier support as needed
- Monitor assigned reports for errors
- Log calls for knowledge base and historical research
- Develop and maintain productive working relationships with team members
Education and Experience:
- Customer service and/or call center experience preferred
- Experience with personal computers and desktop software tools
- Ability to accurately interpret information as well as demonstrate problem-solving and analytical thinking skills
- Experience with Google Docs and Sheets
- Experience with Internet communications
- Experience with training/mentoring/coaching/helping others understand a process (customer service)
- Ability to communicate clearly
- Problem-solving experience
Benefits available to you:
- Full insurance benefits package including Medical, Dental, & Vision
- Paid time off to foster work/life balance
- Profit sharing
- Bonus Pay opportunities
- Retirement funding opportunities
- Education reimbursement
- Health club reimbursement
- Career advancement opportunities
About Do it Best:
We're the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.
Culture:
Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.
Our Philosophy: Serving others as we would like to be served
Our Mission: Making the best even better
Our Goal: Helping members grow and achieve their dreams