Retail Operations & Customer Care Associate

Benchmark Tool and Supply•Salem, VA

23d•Onsite

About The Position

Benchmark Tool & Supply is seeking a detail oriented, customer focused Retail Operations & Customer Care Associate to support daily retail store operations in Salem, VA. This associate level role blends front-counter retail support with a primary focus on back office execution: invoicing sales orders, receiving purchase orders, coordinating shipping, entering service cases, and accurately documenting activity in our CRM/ERP systems.

Requirements

High school diploma or GED.
2+ years in retail, operations, customer service, or order processing role.
Experience using NetSuite (or comparable ERP), with strong comfort in high volume data entry.
Demonstrated accuracy with invoicing, order entry, PO receiving, shipping documentation, or similar operational tasks.
Strong customer service skills, including the ability to remain calm and solution focused during challenges.
Excellent organization, prioritization, and time-management skills.
Clear written and verbal communication.
Ability to work independently with minimal supervision.

Nice To Haves

Associate degree or coursework beyond high school.
Experience in construction, industrial supply, civil engineering, or similar product environments.
Familiarity with CRM tools ( Close.io ) or similar CRM platforms.
Prior experience supporting inventory control (cycle counts, stocking, reconciliation).

Responsibilities

Provide excellent in-person and phone support to retail customers, serving as friendly and professional first point of contact.
Represent Benchmark products and services ethically and professionally, helping deliver total solutions to customers.
Assist with retail transactions and basic sales support as needed, including answering product or order questions and directing customers to the right resources.
Build positive relationships with new and existing customers through helpful communication and follow through.
Support sales targets through strong service, responsiveness, and teamwork.
Invoice sales orders accurately and timely in NetSuite.
Receive purchase orders (POs), verify accuracy, and enter receipts into NetSuite.
Prepare and process shipping orders, ensuring correct documentation and coordination with internal teams and carriers.
Maintain a high level of precision in all order related data entry, including pricing, quantities, SKUs, shipping details, and customer notes.
Monitor and support order exception/unfillable queues by identifying substitutions and communicating options to customers or sales reps.
Update subscriptions and order changes in NetSuite to keep records current and visible for team members.
Enter service cases and manage case pickups/returns per company procedures.
Document customer interactions, order updates, and service activity in CRM systems to support visibility, communication, and customer satisfaction.
Ensure timely follow up on open cases and customer requests.
Support showroom organization, stocking, and overall store presentation.
Maintain store inventory accuracy, assist with cycle counts and basic inventory adjustments as needed.
Order and maintain office/retail supplies and keep common areas professional and customer ready.
Take ownership of learning products, systems, and store procedures.
Work independently while communicating proactively with leadership and teammates.
Perform other duties as assigned.