Seasonal Order Holds Specialist

Must live in AL, DE, GA, IA, ID, IN, MI, NC, NM, OH, OK, OR, PA, SC, TN, UT, VA, or WI

Position Summary

The Seasonal Order Holds Specialist is responsible for reviewing, investigating, and resolving customer orders that have been placed on hold. This role works directly with customers and internal departments to identify and address issues such as out-of-stock products, payment problems, billing discrepancies, and invalid shipping information to ensure orders are processed accurately and delivered in a timely manner.

The ideal candidate is customer-focused, detail-oriented, and comfortable problem-solving in a fast-paced environment. This position requires strong communication and organizational skills, accuracy, and the ability to manage a high volume of customer and order-related activity during the peak holiday season.

Key Responsibilities

• Review and manage customer orders placed on hold due to various exceptions.
• Investigate and resolve order issues including:
  • Out-of-stock or backordered items.
  • Payment declines, authorization failures, and billing discrepancies.
  • Invalid, incomplete, or undeliverable shipping addresses.
• Contact customers via phone, email, or other communication channels to obtain necessary information and provide order updates.
• Work with customers to resolve order issues professionally and efficiently while maintaining a positive customer experience.
• Collaborate with internal teams, including Customer Service, Sales, Finance, Fulfillment, Shipping, and Inventory Management, to resolve order issues.
• Offer alternative product recommendations when requested items are unavailable.
• Verify customer information and ensure all order details are complete and accurate before releasing holds.
• Document customer interactions and order resolutions accurately in company systems.
• Monitor order hold queues and prioritize orders to meet service-level expectations.
• Escalate complex or unresolved issues to management when appropriate.
• Maintain a high level of customer satisfaction through professional, timely, and solution-focused communication.
• Adapt to changing priorities and business needs throughout the peak holiday season.

• High school diploma or equivalent required.
• Prior Corporate Sales, Harry & David Call Center, Customer Service, order management, or related experience preferred.
• A flexible, positive "can do" attitude and strong customer-service mindset are required.
• Excellent verbal and written communication skills with the ability to interact professionally with customers, coworkers, and internal business partners.
• Strong organizational skills with the ability to manage changing priorities and multiple tasks in a fast-paced environment.
• Strong attention to detail and accuracy when reviewing and updating customer orders.
• Demonstrated problem-solving skills and the ability to identify and resolve customer and order-related issues.
• Ability to work and contribute effectively in a team-oriented environment.
• Must be comfortable handling a high volume of customer interactions and possess strong telephone skills.
• Must be able to work 40 hours per week, with the probability of overtime during the peak holiday season.
• Must be flexible to work evenings and weekends based on business needs.
• Knowledge of Microsoft Outlook, Word, and Excel is required.

Minimum System Requirements

The following system requirements are necessary to successfully perform this position from home.

Network (Internet)

• Minimum download speed of 5 Mbps.
• Minimum upload speed of 3 Mbps.
• Wired internet connection is preferred over wireless.

Hardware (PC)

• Windows 10 operating system or current Apple operating system.
• Minimum 8 GB of RAM.
• Minimum 50 GB of available hard drive space.

Required Equipment

• Apple or Windows PC laptop or desktop computer.
• No Chromebook, iPad, tablet PC, smartwatch, or smartphone may be used as the primary computer.
• USB headset with microphone.
• Two home monitors or screens with a minimum resolution of 1024 x 768.
• Mouse/touchpad and keyboard.
• Android or iOS smartphone.
• Working PC camera.

Preferred Hardware and Internet Service Specifications

Network (Internet)

• Download speed greater than 100 Mbps.
• Upload speed of 10+ Mbps.
• Wired internet connection preferred.

Hardware (PC)

• Windows 10 operating system or comparable current operating system.
• 8–16 GB of RAM.
• Minimum 50 GB of available hard drive space.
• 9th–10th generation Intel processor, AMD Ryzen processor, or comparable CPU.

Work Environment & Schedule

• Remote seasonal position.
• Must have a quiet, distraction-free workspace that allows for professional customer interactions.
• Must be available to work 40 hours per week.
• Overtime may be required during the peak holiday season.
• Flexibility to work evenings and weekends is required based on business needs.
• Reliable attendance and successful completion of all required training are essential.

Compensation

The starting pay for this position is $15.55 per hour.