Cascade Maverik: Customer Solutions Representative

Bauer Hockey/ Cascade Maverik Lacrosse; Village of Liverpool (NY); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

401(k) plan with employer match

Paid parental leave

Employee discount on apparel and gear

Casual & hybrid work environment

Job summary

Cascade Maverik in Liverpool, NY is seeking a Customer Solutions Representative to act as a strategic partner to customers, sales reps, and internal teams. You will drive satisfaction and revenue by ensuring seamless order execution and proactive issue resolution.

The role requires collaboration with Sales, Supply Chain, Credit, Product Management, Warranty, and Distribution to align customer expectations with operations.

Qualifications

• Bachelor's degree or equivalent in business, supply chain, or related field.
• 2+ years in sales, customer service, account management, or order management.
• Strong understanding of order management and customer lifecycle.

Responsibilities

• Serve as a trusted partner to customers and sales teams via phone, email, and web.
• Manage inquiries, orders, escalations, and fulfillment with a focus on retention.
• Execute order-to-cash processes with accurate configuration and delivery.
• Collaborate with Sales, Supply Chain, Credit, and Product teams to align expectations.

Skills

Customer service

Order management

Cross-functional collaboration

Communication

Excel

Adaptability

Problem solving

Travel flexibility

Education

Bachelor's degree in Business, Supply Chain, Operations, or related field

Tools

SAP

Microsoft Excel

Job description

Cascade Maverik: Customer Solutions Representative

Liverpool, NY

TEAMMATES WANTED

Working at Cascade Maverik is like playing on a championship team. Everyone on the team has an important role to play, and no matter your title, you are part of something bigger than yourself. We empower each other to be our best and remain committed to developing the most innovative lacrosse equipment in the industry. If you’re a team player, we encourage you to reach out and connect with our talented roster.

Purpose & Core Values:

Our purpose at Cascade Maverik is to enrich life experiences through sports. We have the responsibility to cultivate the future of our brands. We are always “we” and never “I”. We love what we do. We believe anything is possible and work to be our best. We strive to always redefine the standard of excellence in all that we do.

Want to join our team as a Customer Solutions Representative?

This role serves as a critical member of the Customer Solutions team, acting as a strategic partner to customers, sales representatives, and internal business functions. The Customer Solutions Representative drives customer satisfaction, operational excellence, and revenue growth by ensuring seamless order execution, proactive issue resolution, and effective management of the customer lifecycle. Reporting to the Customer Solutions Team Lead, this position plays an integral role in influencing customer experience, supporting sales initiatives, optimizing operational processes, and delivering solutions that exceed both internal and external customer expectations.

Essential Job Functions & Responsibilities:

• Serve as a trusted business partner to customers and sales teams, providing responsive support and strategic solutions through phone, email, websites.
• Drive exceptional customer experiences by managing inquiries, orders, escalations, and operational challenges with a focus on customer retention and revenue growth.
• Execute the order-to-cash process, ensuring accurate order management, product availability alignment, and timely fulfillment.
• Gather and analyze customer requirements to facilitate accurate order configuration, processing, and delivery execution.
• Partner closely with Sales, Supply Chain, Credit, Product Management, Warranty, and Distribution teams to ensure alignment between customer expectations and operational capabilities.
• Manage customer accounts by monitoring open orders, identifying potential fulfillment risks, and proactively communicating solutions to customers and sales stakeholders.
• Monitor inventory availability and supply constraints while recommending product substitutions, alternative solutions, and upsell opportunities to support customer requirements.
• Track and manage product shipments from manufacturing through final delivery, ensuring service level commitments are met.
• Investigate customer claims, discrepancies, shortages, and disputes while coordinating credits, debits, and corrective actions to drive customer satisfaction.
• Administer warranty claims and authorized stock return programs, ensuring compliance with company policies and customer agreements.
• Maintain a thorough understanding of customer contracts, pricing programs, sales promotions, and product portfolios to support business objectives.
• Identify, manage, and resolve exceptions within established service and operational guidelines while minimizing disruption to customers and revenue streams.
• Leverage related business systems to maintain accurate customer records, order data, inventory information, and account documentation.
• Support sales growth initiatives by identifying opportunities to expand product adoption and maximize account potential through consultative customer interactions.
• Collaborate with credit teams to remove customer account blocks, accelerate order release, and improve order-to-cash cycle efficiency.
• Partner with distribution center operations to ensure successful execution of product launches, inventory deployments, and on-time customer deliveries.
• Contribute to continuous improvement initiatives by identifying process enhancements that improve operational efficiency, customer satisfaction, and business performance.
• Utilize data, reporting, and customer insights to support operational decision-making and drive business outcomes.

Qualifications:

• Bachelor's degree in Business, Supply Chain, Operations, or a related field, or equivalent combination of education and relevant experience.
• 2+ years of experience in sales, customer service, account management, order management, or related business functions.
• Strong understanding of order management, supply chain processes, inventory management, and customer lifecycle management.
• Experience working within SAP or similar ERP platforms preferred.
• Proficiency in Microsoft Office Suite, particularly Excel, with the ability to learn and adapt to new business systems.
• Excellent written, verbal, and interpersonal communication skills with the ability to influence cross-functional stakeholders.
• Demonstrated ability to analyze business problems, evaluate alternatives, and implement effective customer-focused solutions.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer‑centric mindset with a focus on building long‑term relationships and supporting sales growth objectives.
• Resilience and professionalism when managing challenging customer situations while maintaining a solutions‑focused approach.
• Ability to work overtime and travel as business needs require.

Pay Range: $18.00/hour - $20.00/hour

Interested yet? Good. We are, too. We're pretty sure you’ll want to know this position is eligible to participate in the Company’s incentive plan. We also offer one of the most generous benefits packages around including a 401(k) plan with employer match, paid parental leave, an employee discount program on apparel and gear, casual & hybrid work environment and a host of other perks we don't have room to mention here.

We are committed to employing a diverse workforce and are an equal opportunity employer.

We use AI-assisted tools during parts of our recruitment process to help ensure fairness and efficiency. All final hiring decisions are made by our human hiring team.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Bauer Hockey/ Cascade Maverik Lacrosse’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.