Cascade Maverik: Customer Solutions Representative

Bauer Hockey/ Cascade Maverik Lacrosse•Liverpool, NY

6d•$18 - $20•Hybrid

About The Position

This role serves as a critical member of the Customer Solutions team, acting as a strategic partner to customers, sales representatives, and internal business functions. The Customer Solutions Representative drives customer satisfaction, operational excellence, and revenue growth by ensuring seamless order execution, proactive issue resolution, and effective management of the customer lifecycle. Reporting to the Customer Solutions Team Lead, this position plays an integral role in influencing customer experience, supporting sales initiatives, optimizing operational processes, and delivering solutions that exceed both internal and external customer expectations.

Requirements

Bachelor's degree in Business, Supply Chain, Operations, or a related field, or equivalent combination of education and relevant experience.
2+ years of experience in sales, customer service, account management, order management, or related business functions.
Strong understanding of order management, supply chain processes, inventory management, and customer lifecycle management.
Proficiency in Microsoft Office Suite, particularly Excel, with the ability to learn and adapt to new business systems.
Excellent written, verbal, and interpersonal communication skills with the ability to influence cross-functional stakeholders.
Demonstrated ability to analyze business problems, evaluate alternatives, and implement effective customer-focused solutions.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Customer-centric mindset with a focus on building long-term relationships and supporting sales growth objectives.
Resilience and professionalism when managing challenging customer situations while maintaining a solutions-focused approach.
Ability to work overtime and travel as business needs require.

Nice To Haves

Experience working within SAP or similar ERP platforms preferred.

Responsibilities

Serve as a trusted business partner to customers and sales teams, providing responsive support and strategic solutions through phone, email, websites.
Drive exceptional customer experiences by managing inquiries, orders, escalations, and operational challenges with a focus on customer retention and revenue growth.
Execute the order-to-cash process, ensuring accurate order management, product availability alignment, and timely fulfillment.
Gather and analyze customer requirements to facilitate accurate order configuration, processing, and delivery execution.
Partner closely with Sales, Supply Chain, Credit, Product Management, Warranty, and Distribution teams to ensure alignment between customer expectations and operational capabilities.
Manage customer accounts by monitoring open orders, identifying potential fulfillment risks, and proactively communicating solutions to customers and sales stakeholders.
Monitor inventory availability and supply constraints while recommending product substitutions, alternative solutions, and upsell opportunities to support customer requirements.
Track and manage product shipments from manufacturing through final delivery, ensuring service level commitments are met.
Investigate customer claims, discrepancies, shortages, and disputes while coordinating credits, debits, and corrective actions to drive customer satisfaction.
Administer warranty claims and authorized stock return programs, ensuring compliance with company policies and customer agreements.
Maintain a thorough understanding of customer contracts, pricing programs, sales promotions, and product portfolios to support business objectives.
Identify, manage, and resolve exceptions within established service and operational guidelines while minimizing disruption to customers and revenue streams.
Leverage related business systems to maintain accurate customer records, order data, inventory information, and account documentation.
Support sales growth initiatives by identifying opportunities to expand product adoption and maximize account potential through consultative customer interactions.
Collaborate with credit teams to remove customer account blocks, accelerate order release, and improve order-to-cash cycle efficiency.
Partner with distribution center operations to ensure successful execution of product launches, inventory deployments, and on-time customer deliveries.
Contribute to continuous improvement initiatives by identifying process enhancements that improve operational efficiency, customer satisfaction, and business performance.
Utilize data, reporting, and customer insights to support operational decision-making and drive business outcomes.