Customer Support Specialist
Intus Care
Order Management Specialist I – Customer Experience
YETI
full-time
Posted on:
Location Type: Remote
Location: Remote • Texas • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Monitor daily and weekly order pipeline reports to identify trends, issues, and opportunities for improvement.
- Resolve complex or unusual order problems requiring customized solutions.
- Lead backlog and operations reviews with Sales, Manufacturing, and Logistics teams.
- Communicate proactively with customers and internal teams regarding order delays or issues; draft and send customer emails using standardized templates.
- Create reference cases for Customer Service and maintain Discount Codes Database to support proactive appeasements.
- Collaborate with Finance to ensure accurate refund processing, cancel or adjust orders, and re-authorize blocked orders.
- Work with shipping carriers (3PL and freight) to update addresses and contact details; place or correct orders on behalf of other departments.
- Prioritize and monitor orders placed by SLT and Board Members to ensure smooth production and delivery.
- Partner with third-party fraud review teams to investigate potential fraud cases and monitor large discounted orders for policy compliance.
- Perform User Acceptance Testing (UAT) for IT initiatives and website deployments; define test scenarios, place test orders, and report defects.
- Execute process improvement initiatives and provide feedback to Partner Operations to improve the order journey.
- Triage and resolve escalations submitted by Customer Service Representatives; troubleshoot system integration errors and manually edit orders stuck in error statuses.
- Investigate website and customer account issues and guide internal users to appropriate training materials and resources.
Requirements
- 0-2 years of customer service experience; Tier 2 or escalation support preferred.
- High school diploma required; Associate’s degree or relevant college coursework preferred.
- Proficiency in Excel required.
- Experience with Salesforce Commerce Cloud, Service Cloud, and SAP is a plus.
- Proven ability to prioritize tasks and adapt to changing business needs.
- Strong interpersonal skills and ability to build relationships across teams.
- Demonstrated curiosity, attention to detail, and resourcefulness.
Benefits
- Click here to learn about the benefits and perks we offer at YETI.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order managementprocess improvementUser Acceptance Testingdata analysisrefund processingtroubleshootingcustomer serviceescalation supportorder pipeline monitoringsystem integration
Soft skills
interpersonal skillsadaptabilityattention to detailresourcefulnesscommunicationproblem-solvingcollaborationprioritizationcuriosityrelationship building
Certifications
high school diplomaAssociate’s degree
