Senior CX Back Office Specialist

Varsity Brands

1d•Hybrid

About The Position

The Sr. Support Specialist, CX Backoffice Operations supports the Consolidation Kickback Resolution Team by resolving pre-production consolidation exceptions (“kickbacks”) within the My Team Shop workflow. Consolidation is the pre-production process that groups compatible orders to maximize production efficiency, reduce setup time, and support on-time manufacturing. This role focuses on resolving consolidation kickbacks generated by automated RPA workflows when orders fail to consolidate and require manual review or intervention. The specialist ensures that orders impacted are corrected and reintroduced into the consolidation process quickly, minimizing production delays, and maintaining consistent production timelines. The role partners closely with SAPHD and Innovation teams to resolve complex or recurring issues and support automation improvements. This position will also have supporting responsibilities in special projects, failed order resolution and order management/fulfillment in various specialized areas.

Requirements

Thrives in a fast-paced, high-volume environment, staying organized and focused under pressure
Clear, professional written and verbal communication skills, with the ability to collaborate across teams
Passion for process improvement, with a mindset for identifying efficiencies, reducing errors, and contributing ideas that enhance team workflows and customer outcomes
Proficient in Engage (CRM)
Working knowledge of SAP/QOE and MTS Admin with the ability to learn and adapt quickly
Strong attention to detail with the ability to analyze order-level data and resolve exceptions
High school diploma or equivalent required; associate or bachelor’s degree preferred
1–3 years of experience in operations support, sales support/order management, or supply chain

Nice To Haves

Familiarity with My Team Shop order consolidation
Experience working with RPA-supported processes or automation exception handling
Prior partnership with SAPHD or Innovation teams

Responsibilities

Support the Consolidation Kickback Resolution Team by reviewing, triaging, and resolving exceptions
Investigate orders that fail automated consolidation due to data, configuration, or system issues
Perform required manual corrections and interventions in SAP to re-release orders into consolidation
Partner with SAPHD and Innovation teams to escalate and resolve complex or recurring consolidation failures
Document root causes, resolution steps, and outcomes to support trend analysis and continuous improvement
Support testing and validation of RPA and consolidation enhancements prior to deployment
Monitor kickback volume and aging to help maintain production flow and service level expectations
Adhere to established SOPs while identifying opportunities to reduce kickbacks and increase automation success
Communicate status, risks, and resolution updates clearly to internal stakeholders
Order management: MTS Accessories/Cross-Sell, Varsity Spirit Fashion & Stanbury
My Team Shop and Sideline Failed Orders
Special Projects