Back Office Specialist
About The Position
The Back Office Specialist is responsible for handling critical offline operational and customer support workflows that ensure a seamless experience for both customers and internal teams. This role supports Operations and Customer Support by managing complex tickets and administrative tasks that require investigation, coordination, and problem-solving beyond frontline support. Back Office Specialists own high-impact workstreams including fraud review, order fallout resolution, B2B support, label creation, RMAs, and other operational exceptions. This role requires strong attention to detail, urgency, accountability, and the ability to identify root causes and process gaps.
Requirements
- 2+ years of experience in operations, customer support, order management, or back-office functions.
- Strong attention to detail and high level of accuracy.
- Excellent organizational and time management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong written and verbal communication skills.
- Proficiency with CRM, ticketing systems, and order management platforms.
Nice To Haves
- Experience handling fraud review, order processing, or operational exceptions preferred.
- EDI knowledge to support EDI Specialist and be able to identify and solve internal issues across inventory platforms.
Responsibilities
- Review and resolve offline tickets escalated from Customer Support and Operations.
- Investigate complex cases requiring system review, order adjustments, or cross-functional coordination.
- Ensure timely resolution within established service level expectations.
- Review flagged transactions for potential fraud.
- Investigate and dispute chargeback issues in a timely manner.
- Make informed approval or denial decisions based on internal guidelines and risk indicators.
- Escalate suspicious trends and recommend improvements to fraud prevention processes.
- Identify and resolve order fallout, including payment failures, system errors, inventory discrepancies, and shipping exceptions.
- Use EDI knowledge to support EDI Specialist and be able to identify and solve internal issues across inventory platforms.
- Coordinate with warehouse, finance, and customer support teams to correct issues.
- Monitor trends and recommend preventative solutions.
- Support B2B customers with order processing, issue resolution, and operational coordination.
- Ensure invoices are going out on a proper timeline to B2B.
- Issue Credit Memos for B2B.
- Report to accounting weekly on B2B Credit Memos.
- Ensure accuracy and timeliness in all B2B transactions and communications.
- Serve as a liaison between internal teams and business partners.
- Generate shipping labels and ensure correct routing and documentation.
- Process Return Merchandise Authorizations (RMAs) accurately and efficiently.
- Provide bi-weekly recap of UPS claims.
- Investigate return discrepancies and collaborate with warehouse teams as needed.
- Report on a weekly basis on RMA trends and flag continues issues to Tech and Operation.
- Identify recurring issues and gaps in workflows.
- Provide feedback and recommendations to improve systems and processes.
- Assist in documenting updated procedures and best practices.
- Communicate clearly and professionally with internal teams and, when required, customers.
- Partner cross-functionally to ensure smooth execution of operational workflows.
- Escalate issues appropriately and proactively.
Benefits
- Six (6) company observed holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day
- Flexible Time Off policy for exempt employees
- Health Insurance (Company pays 50% of individual & family)
- 401(k) Plan available with employer match
- Dental and Vision Benefits available
- Short-Term Disability (paid for by employer)
- Long-Term Disability available
- Employee Pricing on golf lessons and golf merchandise
- Continuing education allowance of $500 per year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
