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About the Role

Provides exceptional support and service to both internal and external customers, ensuring inquiries, orders, and requests are handled efficiently and accurately. This role combines customer service, sales support, order management, and product knowledge to deliver a seamless customer experience while supporting business growth.

Responsibilities

• Maintain superior working knowledge of Cascade and Maverik Products and Product Catalogs.
• Respond to customer inquiries, orders, and complaints via phone, email, and websites.
• Coordinate custom order projects from initial customer inquiry through production, fulfillment, and delivery.
• Review custom order requirements for completeness and accuracy.
• Build and maintain long-term business relationships with internal and external customers and sales representatives.
• Manage order files, including accurate order entry using SAP system.
• Make appropriate suggestions for substitutions of unavailable products and inform customers of new products.
• Monitor custom order status and proactively communicate solutions to customers and internal stakeholders.
• Identify opportunities to improve custom order processes and recommend solutions.
• Communicate with related departments (credit, product, warranty, sales management, supply & demand) to ensure customer satisfaction.
• Collaborate with the distribution center to ensure execution of product launches and timely deliveries.
• Research and validate claims, and prepare appropriate credits and/or debits.
• Create warranty returns and authorized stock returns.
• Track and assist in coordination of Direct Ship Orders.
• Adhere to PAA policies and procedures and Customer Solutions department policies and procedures.
• Assist in preparation and staffing for off-site events with marketing, research and development, and sales departments.
• Provide assistance for on-site team tours and other events or programs.

Requirements

• High School Diploma with 1 – 3 years of customer service experience or related field, or equivalent years of relevant experience.
• Experience with SAP system preferred.
• Skilled in managing time effectively.
• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
• Consistently maintains a pleasant and friendly demeanor.
• Effective problem solver able to analyze problems, generate options, and choose a course of action.
• Able to be resistant to criticism and separate business from personal when dealing with unpleasant customers.
• Able to demonstrate empathy for customer’s situation in all cases.
• Able to work overtime as necessary.
• Able to travel when necessary (limited).

Skills

• Customer service
• Sales support
• Order management
• Product knowledge
• SAP system
• Microsoft Office Suite (Word, Excel, Outlook)
• Problem-solving
• Communication
• Time management
• Empathy

Location

• New York

Work Type

• Hybrid work environment
• Overtime as necessary
• Travel when necessary

Experience Level

• 1-3 years of customer service experience or related field

Education Level

• High School Diploma

Salary/Compensations

• $18/hour - $20/hour

Benefits

• Eligible to participate in the Company’s incentive plan
• 401(k) plan with employer match
• Paid parental leave
• Employee discount program on apparel and gear

About the Company

• Working at Cascade Maverik is like playing on a championship team where everyone has an important role and is part of something bigger than themselves.
• Empowers each other to be their best and is committed to developing innovative lacrosse equipment.
• Purpose is to enrich life experiences through sports and cultivate the future of their brands.
• Core values include teamwork ('we' not 'I'), passion for their work, belief in possibilities, striving to be their best, and redefining the standard of excellence.

Equal Opportunity

• Committed to employing a diverse workforce and is an equal opportunity employer.
• Uses AI-assisted tools during parts of the recruitment process to help ensure fairness and efficiency.
• All final hiring decisions are made by a human hiring team.