What are the responsibilities and job description for the Contact Center Order Management Specialist position at Insite Managed Solutions?
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Full-Time, Hybrid/USA, Paid training starts Monday, November 17th!
As an Order Support Specialist, you will be responsible for providing exceptional service and support to RealTruck customers. You will manage order status inquiries, claims, rebates, and warranties, while also ensuring accuracy and efficiency throughout the order management process. Acting as the customer’s advocate, you will liaise with cross-functional teams to resolve issues, identify opportunities, and enhance the customer’s experience. Every interaction should create a personalized connection that matches the passion customers feel for their trucks.
You will build lasting customer relationships by providing timely and effective solutions, whether that’s handling a warranty claim, troubleshooting order status, or guiding customers through rebate and product availability inquiries. You will manage open orders through fulfillment, resolve delivery issues, and track payments, ensuring customers always have clear, accurate updates. You will also analyze account metrics, leverage demand forecasting to anticipate customer needs, and identify opportunities for upselling or cross-selling additional RealTruck products. Collaboration will be key as you work with sales, marketing, and product development teams to support customer success and escalate critical issues when necessary.
This is a HYBRID role. To be considered for this opportunity, you must currently reside within one hour of one of our physical locations listed below:
- 5400 Data Ct, Ann Arbor, MI 48108
- 502 Valentine Industrial Pkwy Ext, Pendergrass, GA 30567
- 4205 SW 38th Ct, Ocala, FL 34474
- 2209 Kellen Gross Dr, Yankton, SD 57078
- 11975 FM2932, Forney, TX 75126
How you can be Exceptional in this role:
- Build strong relationships with customers and other departments while effectively prioritizing tasks
- Display expertise regarding products, promotions, payments, and problem solving with customers to ensure they have a seamless experience
- Multitask in a high volume environment, balancing tickets and analyzing account metrics to identify new sales opportunities
- Utilize forecasting techniques to anticipate customer needs and ensure adequate inventory levels to meet demand
- Identify opportunities for upselling or cross-selling additional products and services to existing customers
How you will help us Succeed together:
- Availability to work Monday through Saturday 8am EST – 6pm EST
- 2 years of experience in customer service and/or account management
- High School Diploma or GED required
- Home internet with at least 25 Mbps down, 5 Mbps up (must not be a cellular connection—T-Mobile Home Internet is NOT adequate): Check Your Speed Here!
- Strong written and verbal communication skills with the ability to connect with customers and teammates
- Experience navigating digital platforms such as CRM tools (Kustomer, Five9, SharePoint, ect.)
- Proficiency with Microsoft Office including Excel, Outlook, PowerPoint, and Word
- Proven track record of meeting or exceeding performance goals
How you can Stand out:
- Advanced knowledge of contractual agreements
- Experience identifying efficiency improvements and cost-saving opportunities
- Strong Analytical skills to break down problems and recommend solutions
- Flexibility, attention to detail, and adaptability to evolving processes
Learn more about our partner, RealTruck, at About RealTruck