The Customer Resolution Support Processor provides exceptional customer service and operational support by effectively interacting and communicating with internal and external operations and support teams. They will demonstrate the ability to interact effectively and liaise with diverse teams (including Production, Operations, and Product Development) to exceed established customer experience metrics. They will manage the flow of work and administrative tasks within the custom team to expedite production and shipping when needed and maximize efficiency in revenue-generating administrative processes, procedures, and reporting.

Duties and Responsibilities

• Complete RA submissions for Sales and Customer Experience departments, within established accuracy and SLA guidelines, to ensure accurate financial record keeping for Outdoor Cap, Inc., and customers.
• Manage customer returns by ensuring stock is returned to inventory or properly disposed of (i.e., send return labels and follow up personally until the process is complete).
• Assist in the flow of work and administrative tasks within the custom team to expedite production and assist with rush processes, maximizing efficiency for both the client and the company.
• Demonstrate proficiency in ODC systems and utilize multiple programs fluently, including basic computer skills, typing ability, and MS Office tools, to complete daily assigned tasks.
• Communicate effectively in both written and verbal formats, while working well within the team.
• Seek opportunities for workflow improvements and automation in all areas of responsibility, collaborating with cross-functional partners to implement solutions and track progress.
• Assist with departmental report building, analysis, and communication as assigned.
• Support departmental training and various administrative tasks as needed.
• Collaborate with Account Leads and cross-functional teams to ensure seamless and timely process execution.
• Provide exceptional customer service and operational support by effectively interacting and communicating with internal and external operations and support teams.
• Demonstrate strong product knowledge of Outdoor Cap brands, products, and systems, including the ability to calculate costs, selling prices, and gross margins to meet the needs of both the customer and the company.
• Exhibit leadership, time management, and multi-tasking skills to operate efficiently in a challenging environment with shifting priorities. Demonstrate flexibility in meeting tight deadlines.
• Uphold strong ethical integrity in all situations, consistently aligning with the company's Mission, Vision, and Values.

Skills and Competencies

• Teamwork and Collaboration {Demonstrates commitment to team members and engages in collaborative communication across all departments. Effectively sets priorities and manages timelines in order to get work done through others. Shows respect, builds trust and manages conflict with transparency and careful
• consideration. Analyzes situations, thinks before acting and uses sound judgment when making decisions and offering solutions.}
• Customer Service {Demonstrates commitment to our customers and represents Outdoor Cap in a professional manner. Provides exceptional service and responds to customer needs with urgency, thoughtfulness, and attention to detail. Maintains operational awareness. Effectively presents Outdoor Cap’s strengths, capabilities, offerings, and value proposition. Establishes vision and strategy with the customer and develops joint business plans that capture key goals and priorities.}
• Intermediate level computer experience in Microsoft Office products
• Excellent communicator (visual, written and verbal) and a creative thinker with the ability to use data to inform decisions
• Must be comfortable in high-pressure situations with a win-win attitude and willingness to take ownership of providing a total customer solution

Education and Qualifications

• Education Bachelor’s degree preferred or equivalent years of experience.
• Experience 2+ years of Sales, Customer Service, or administrative support
• Supervisory No direct reports

Physical/Mental Requirements

• The person in this position frequently communicates with the Network Teams and must be able to exchange accurate information and engage in conflict resolution strategies when needed.
• Color vision (ability to identify and distinguish colors).
• Must be able to remain in a stationary position (seated) 80% of the day and occasionally reach, bend and move inside the office to access files and product.
• Required to have close visual acuity to perform computer tasks and operate other office machinery.
• Ability to move 10-20lbs occasionally throughout day.
• Able to hear a telephone ring.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.