Order Support Specialist

Location: Fort Wayne, IN

Level: Hourly (Pay Class 3)

Division / Department: Sales and Business Development / Order Support

Reporting to position: Order Support Supervisor

Travel: None

About the Role:

The Order Support Specialist will be responsible for order placement, shipment tracking, and responding to a variety of inquiries related to order support. This individual must possess excellent communication skills, attention to detail with a focus on accuracy, and a positive, service-oriented attitude.

If you have any prior experience working in any of the following positions, we strongly encourage you to apply: Data Entry, Call Center, Order Clerk

Responsibilities include:

• Participate in phone support rotation receiving member and vendor calls

• Answer hardware store calls regarding merchandise orders and shipments

• Respond appropriately with a positive demeanor to member objections and questions

• Provide information and instruction to members to assist with proper resolution to inquiries

• Assist the Order Support team when call volumes are high

• Research questions regarding various orders to resolve issues and questions

• Submit transfer orders between warehouses

• Escalate calls to various second-tier support as needed

• Monitor assigned reports for errors

• Log calls for knowledge base and historical research

• Develop and maintain productive working relationships with team members

Education and Experience:

• Customer service and/or call center experience preferred

• Experience with personal computers and desktop software tools

• Ability to accurately interpret information as well as demonstrate problem-solving and analytical thinking skills

• Experience with Google Docs and Sheets

• Experience with Internet communications

• Experience with training/mentoring/coaching/helping others understand a process (customer service)

• Ability to communicate clearly

• Problem-solving experience

Benefits available to you:

• Full insurance benefits package including Medical, Dental, & Vision

• Paid time off to foster work/life balance

• Profit sharing

• Bonus Pay opportunities

• Retirement funding opportunities

• Education reimbursement

• Health club reimbursement

• Career advancement opportunities

About Do it Best:

We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture:

Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Our Philosophy: Serving others as we would like to be served

Our Mission: Making the best even better

Our Goal: Helping members grow and achieve their dreams