Customer Operations Specialist

Duncan-Parnell Inc.; Orlando (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Duncan-Parnell Inc. is seeking a Customer Operations Specialist to support internal sales operations, digital channels, and in-person customer engagement.

You will coordinate across operations, sales, eCommerce, and marketing to capture and resolve customer needs, ensuring a smooth journey from inquiry to order execution. Responsibilities include responding to inquiries across channels, processing orders in P21, supporting showroom experiences, and coordinating with multiple teams to deliver

Qualifications

• High school diploma required; associate or bachelor’s degree preferred.
• Experience in customer service, sales support, or eCommerce operations.
• Experience with ERP (P21 preferred), CRM systems, and web platforms.

Responsibilities

• Respond to inbound customer inquiries across in-store, front counter, phone, chat, email, and website channels.
• Process and manage orders using the P21 ERP system.
• Support front counter order entry and issue resolution for walk-in and phone-in customers.
• Coordinate routing of opportunities and needs to sales, operations, or support teams.
• Maintain showroom presentation and overall customer experience.

Skills

Customer service

Organized workflow

Attention to detail

Cross-team coordination

Proactive problem solving

Lifting up to 50 lbs

Education

High school diploma

Associate or bachelor’s degree preferred

Tools

P21 ERP

CRM systems

Web platforms

Job description

The Customer Operations Specialist is a cross-functional role responsible for supporting internal sales operations, digital sales channels and in‑person customer engagement. This position serves as a central point of coordination across operations, sales, eCommerce, and marketing. The role helps ensure that customer needs are captured, routed, and resolved efficiently while supporting a seamless buying experience from initial inquiry through order execution.

Customer Engagement & Support

• Respond to inbound customer inquiries across in‑store, front counter, phone, chat, email, and website channels.
• Process orders for equipment, supplies, accessories, and other items using the P21 ERP system.
• Support walk‑in and phone‑in customers through front counter order entry, product assistance, and issue resolution.
• Route opportunities, questions, and customer needs to appropriate sales, business development, operations, or support teams.
• Contribute to the visual presentation and overall customer experience of the retail showroom.
• Answer and handle incoming calls, directing callers to appropriate parties as needed.
• Deliver a high level of service aligned with company standards.

Branch Operations & Logistics Support

• Perform receiving activities, including unpacking items, receiving inventory into the P21 ERP system, and stocking received products in the warehouse and/or on the local showroom floor.
• Assist with item transfers, RMAs, COD processing, and other branch operational transactions.
• Support branch rentals by configuring and testing equipment for customer use, utilizing the equipment tracking system, maintaining customer files, and invoicing clients for rentals.

eCommerce & Website Operations

• Process and manage orders originating from eBay and the Duncan‑Parnell Online Store.
• Maintain eBay sales for the branch, including management of listed inventory and timely processing of related orders.
• Process and manage online orders and subscriptions.
• Maintain and manage user accounts, including tax‑exempt setup.
• Support website operations by troubleshooting order or account issues.
• Submit support tickets and coordinate with marketing and web developers.
• Maintain accuracy of website product listings by adding, updating, or removing content as needed.
• Monitor transactions for fraud risk and coordinate with internal stakeholders.
• Assist with monthly reporting on web sales performance.

Sales Operations Support

• Support order processing and quote conversion for equipment, supplies, accessories, and other items.
• Process orders originating from D‑P Sales and Business Development Representatives and other D‑P team members.
• Maintain customer and contact records.
• Assist with item transfers, RMAs, and COD processing.
• Support inside sales workflows, documentation, and customer follow‑up.
• Perform other sales, operational, and administrative support duties as requested by the Branch Manager.

Required Skills & Abilities

• Strong customer service mindset with professional communication skills.
• Highly organized with ability to manage multiple workflows simultaneously.
• Detail‑oriented with strong accuracy in order and data processing.
• Ability to troubleshoot issues and coordinate across teams.
• Self‑starter with a proactive, problem‑solving attitude.
• Ability to lift, carry or move objects up to 50 lbs.
• Ability to bend, kneel, and reach as needed to perform daily tasks.

Education & Experience

• High school diploma required; associate or bachelor’s degree preferred.
• Experience in customer service, sales support, or eCommerce operations.
• Experience with ERP systems (P21 preferred), CRM systems, and web platforms.
• Familiarity with geospatial, construction, or technical products is a plus.