Customer Operations Representative

Haulotte US•Virginia Beach, VA

12h

About The Position

We are seeking a detail-oriented and customer-focused Customer Service / Order Management Representative to serve as the primary liaison between customers and the company. This role ensures smooth order flow, timely issue resolution, accurate account administration, and an exceptional customer experience. The position supports order management, service coordination, logistics, and cross-department collaboration to meet customer needs while maintaining accuracy and compliance across internal systems.

Requirements

High school diploma or equivalent required; associate or bachelor's degree preferred.
1–3 years of experience in customer service, operations, order management, or a related field.
Strong communication and problem-solving skills.
Proficiency with CRM systems, order management platforms, and Microsoft Office.
Experience in a fast-paced or logistics-driven environment.
Ability to manage multiple tasks, prioritize effectively, and work under pressure.
Strong attention to detail and accuracy.
Strong communication and customer service skills.
Excellent follow-up and active listening abilities.
Effective time management and ability to work independently or within a team.

Responsibilities

Inbound & Outbound Logistics Coordination
Serve as the main point of contact for customer inquiries via phone and email.
Provide accurate and professional information regarding products, services, and account details.
Process new orders, cancellations, returns, and order modifications within company systems.
Monitor delivery timelines to ensure on-time fulfillment and proactively address delays.
Maintain accurate and up-to-date customer records through CRM platforms (e.g., Salesforce).
Investigate and resolve issues related to billing, orders, logistics, or service performance.
Generate weekly reports on order status, backlog, order intake, and shipments.
Complete preliminary DAF (Dealer Approval Form) documentation, ensuring all required information is gathered, verified, and prepared for review.
Verify machine delivery by confirming outbound freight and validating internal system records.
Prepare and communicate outbound freight estimates to the sales team for customer approval.
Coordinate delivery logistics from warehouses or factories to customers and dealers.
Work with freight providers to schedule pickups and ensure timely delivery.
Prepare all required documentation for outbound shipments.