Order Specialist

West Marine•Rock Hill, SC

About The Position

Customer Pickup Operations Management: Receive and process customer pickup orders including BOPIS & Crew Member sales orders placed for DC pickup Review incoming pickup requests for completeness, product availability, and order accuracy before initiating warehouse fulfillment Coordinate with warehouse operations to prioritize and schedule order picking based on customer arrival times and order urgency Monitor order picking progress and communicate proactively with customers regarding any delays, substitutions, or issues Stage completed orders in designated pickup area with clear identification, protective packaging, and organized presentation Verify order accuracy against pick tickets including item quantities, descriptions, and special instructions prior to customer arrival Greet customers upon arrival with professional, friendly service and verify customer identity and order details Walk customers through their orders and coordinate assistance to load items into vehicles as appropriate Process pickup transactions in AS-400 or point-of-sale system and provide documentation/receipts Handle on-the-spot customer questions as appropriate Maintain organized, clean, and safe pickup area that reflects positively on company brand and operational excellence Manage pickup area inventory including staging materials, packaging supplies, and customer service resources Address order discrepancies discovered during customer pickup including wrong items, damaged goods, or quantity variances Investigate root causes of pickup errors and coordinate with warehouse teams to implement immediate corrective actions Build rapport with repeat pickup customers and Crew Members to foster positive long-term relationships De-escalate frustrated or dissatisfied customers through active listening, empathy, and creative problem-solving Document customer interactions, complaints, and resolution in tracking system for trend analysis Order Escalation Management & Resolution: Serve as escalation point for complex customer order issues that cannot be resolved by frontline customer service teams Investigate and resolve delivery-related escalations including missed deliveries, damaged shipments, incorrect orders, and late arrivals Coordinate with carriers, stores, and warehouse teams to track down missing shipments and expedite resolution Handle order modification requests requiring DC coordination such as order holds, address changes, or expedited processing Troubleshoot system-related issues in AS-400 including order status discrepancies, inventory allocation problems, and processing errors Communicate proactively with customers and internal stakeholders throughout escalation resolution process with clear timelines and expectations Navigate competing priorities and urgency levels to triage escalations effectively Seek authorization for exceptions to standard processes when appropriate to achieve customer satisfaction while protecting company interests Cross-Functional Collaboration & Communication: Serve as liaison between DC operations and customer service teams, stores, and order support functions Attend operational meetings to communicate customer feedback, pickup volumes, and resource needs Partner with warehouse leaders to optimize picking schedules and minimize customer wait times Collaborate with Quality & Process Auditor when pickup errors indicate systemic fulfillment issues Coordinate with Op Ex Manager on escalations requiring broader supply chain visibility or intervention Build relationships with store partners and Crew Members to streamline pickup processes and address recurring pain points Share customer insights and market intelligence with merchandising, operations, and leadership teams

Responsibilities

Receive and process customer pickup orders including BOPIS & Crew Member sales orders placed for DC pickup
Review incoming pickup requests for completeness, product availability, and order accuracy before initiating warehouse fulfillment
Coordinate with warehouse operations to prioritize and schedule order picking based on customer arrival times and order urgency
Monitor order picking progress and communicate proactively with customers regarding any delays, substitutions, or issues
Stage completed orders in designated pickup area with clear identification, protective packaging, and organized presentation
Verify order accuracy against pick tickets including item quantities, descriptions, and special instructions prior to customer arrival
Greet customers upon arrival with professional, friendly service and verify customer identity and order details
Walk customers through their orders and coordinate assistance to load items into vehicles as appropriate
Process pickup transactions in AS-400 or point-of-sale system and provide documentation/receipts
Handle on-the-spot customer questions as appropriate
Maintain organized, clean, and safe pickup area that reflects positively on company brand and operational excellence
Manage pickup area inventory including staging materials, packaging supplies, and customer service resources
Address order discrepancies discovered during customer pickup including wrong items, damaged goods, or quantity variances
Investigate root causes of pickup errors and coordinate with warehouse teams to implement immediate corrective actions
Build rapport with repeat pickup customers and Crew Members to foster positive long-term relationships
De-escalate frustrated or dissatisfied customers through active listening, empathy, and creative problem-solving
Document customer interactions, complaints, and resolution in tracking system for trend analysis
Serve as escalation point for complex customer order issues that cannot be resolved by frontline customer service teams
Investigate and resolve delivery-related escalations including missed deliveries, damaged shipments, incorrect orders, and late arrivals
Coordinate with carriers, stores, and warehouse teams to track down missing shipments and expedite resolution
Handle order modification requests requiring DC coordination such as order holds, address changes, or expedited processing
Troubleshoot system-related issues in AS-400 including order status discrepancies, inventory allocation problems, and processing errors
Communicate proactively with customers and internal stakeholders throughout escalation resolution process with clear timelines and expectations
Navigate competing priorities and urgency levels to triage escalations effectively
Seek authorization for exceptions to standard processes when appropriate to achieve customer satisfaction while protecting company interests
Serve as liaison between DC operations and customer service teams, stores, and order support functions
Attend operational meetings to communicate customer feedback, pickup volumes, and resource needs
Partner with warehouse leaders to optimize picking schedules and minimize customer wait times
Collaborate with Quality & Process Auditor when pickup errors indicate systemic fulfillment issues
Coordinate with Op Ex Manager on escalations requiring broader supply chain visibility or intervention
Build relationships with store partners and Crew Members to streamline pickup processes and address recurring pain points
Share customer insights and market intelligence with merchandising, operations, and leadership teams