Customer Sales Operations Specialist

ABOUT THE COMPANY: Gathr Outdoors, a portfolio company of Centre Partners, is a diversified global leader in designing and manufacturing outdoor products and sporting goods. Our core business segments are OUTDOOR (GCI Outdoor, Klymit, Rightline Gear, Cascadia Vehicle Tents & WaterPORT) and RECREATION (PrideSports, Pride Manufacturing, Golf Scorecards & MacNeill Engineering). Each segment provides industry-leading product development, design, and customer support.

At Gathr Outdoors, we believe experiences are always more powerful when spent together outside. We are Better Together, Passionate by Nature, Blazing New Trails & Rugged for a Reason! Come join us...Everyone is welcome at our camp!

We are one of the fastest-growing outdoor manufacturers in the U.S. We live by the belief that experiences are always more powerful when spent together outside. Welcome to our camp! We wish you every success in your new role.

ABOUT THE POSITION:

The Customer Sales Operations Specialist is a vital link between the B2B Sales Department, our warehouse network, and our global customer base. This role is responsible for the end-to-end lifecycle of sales orders, from high-volume manual and EDI entry to ensuring accurate fulfillment and timely delivery. Act as a strategic partner to the sales team, the coordinator manages inventory synchronization across multiple portals (including Amazon, Walmart, and Shopify), troubleshoots logistics bottlenecks, and maintains the integrity of the CRM/ERP systems. This is a high-energy, fast-paced position requiring a professional who can balance independent execution with cross-functional collaboration to exceed customer expectations and drive sales efficiency.

ESSENTIAL JOB FUNCTIONS:

Order Management & Fulfillment

• Execute high-volume order entry daily for B2B dealers, distributors, and direct-to-consumer channels via NetSuite, ensuring 100% accuracy in pricing, SKUs, and shipping details.
• Manage EDI platforms (TrueCommerce) and customer portals (Walmart RetailLink, Amazon Seller Central, Home Depot, etc.) to monitor, acknowledge, and process incoming purchase orders.
• Verify and troubleshoot order discrepancies, including pricing errors, address validation (50-character limits), and SKU availability, before transmitting data to the warehouse.
• Oversee EOD (End of Day) tracking, ensuring all ASNs (Advanced Shipping Notices) and invoices are transmitted accurately to prevent chargebacks and maintain vendor compliance.
• Resolve customer queries regarding orders, returns, payments, and technical issues via phone, email, and chat.

Sales Support & Customer Experience

• Serve as the primary point of contact for the Sales Department, providing administrative support, resolving dealer inquiries, and processing sample requests or warranty claims.
• Troubleshoot and resolve fulfillment issues, including order cancellations, shipping delays, and transit errors, to ensure a seamless customer experience.
• Maintain the CRM and customer database, ensuring all dealer profiles, onboarding documentation, and special routing instructions are current and organized.
• Support month-end sales goals by identifying and pushing through shippable orders to maximize revenue recognition.
• Maintain SOPs (Standard Operating Procedures) for customer-specific requirements (e.g., Academy, Tractor Supply, O’Reilly) to ensure team-wide consistency.
• Manage internal sales pipelines and lead tracking to provide data-driven support for business growth.

Inventory & Warehouse Coordination

• Synchronize inventory levels across all sales channels and customer portals (Cabelas, Bass Pro, etc.) to reflect real-time stock availability and prevent overselling.
• Coordinate daily with warehouse teams (including Reno and NRI) regarding order prioritization, routing guides, and specialized shipping requirements (DIMs/weights).
• Manage FBA (Fulfillment by Amazon) transfers, creating replenishment shipments in NetSuite and Seller Central, and tracking TOK status through to reception.
• Monitor "Out of Stock" (OOS) trends and communicate inventory needs to the sales and logistics teams to ensure adequate stock for upcoming promotions.
• Oversee Vendor Compliance checklists to mitigate chargebacks and ensure all shipments meet the strict routing and labeling guides of big-box retailers.

Note: This list of essential job functions is comprehensive but not exhaustive. Other duties may be assigned based on business needs and the individual's skill set.

QUALIFICATIONS/REQUIREMENTS:

• High School Diploma or equivalent required;
• 3+ years of experience in Sales Operations, Call Center, Order Management, or Logistics Coordination, preferably in a B2B or consumer product goods manufacturing, production, or distribution environment.
• Ability to maintain a professional and diplomatic tone across phone, email, and chat, even when resolving complex complaints.
• Demonstrated knowledge of operational and shipping processes and necessary shipping documents (BOL’s, CI, SLI, etc.).
• Proficiency in NetSuite ERP, SPS Commerce, TrueCommerce.
• Understanding of routing guides, LTL vs. small parcel shipping, and the specific labeling requirements of big-box retailers to avoid chargebacks.
• Ability to manage complex departmental projects, and attention to detail in order to lead continuous improvement initiatives.
• Deep understanding of Electronic Data Interchange (EDI) systems, including connection setup and maintenance for major retailers like Amazon.
• Proficiency in Amazon Vendor Central and Seller Central (FBA/FBM).
• Comprehensive knowledge of export documentation (CI, SLI, EEI, Packing Lists) and international shipping regulations.
• Familiarity with retail routing guides, vendor compliance standards, and supplier guidelines.
• Experience coordinating with 3PL warehouses and managing inventory levels across multiple fulfillment centers.
• Proficiency in Microsoft Teams, Outlook, and CRM data entry.

SKILLS:

• Ability to work in a fast-paced environment and adapt quickly to change with agility and the desire to grow and develop.
• Ability to reconcile inventory across multiple warehouses and digital sales channels to maintain "Real Time" accuracy.
• Leverages creative thinking, problem solves and generates successful solutions through strategic agility.
• Exceptional verbal and written communication skills for collaborating with warehouse teams, sales reps, and external vendors.
• A "pitch-in" mindset with the ability to pivot between routine order entry and high-level special projects or system optimizations.
• Proven ability to manage long-term business accounts and management with a focus on empathy, active listening, and proactive problem-solving.
• Team player with a growth, development and challenge accepted mindset
• Strong interpersonal skills for multi-channel customer support (phone, email, chat) and internal collaboration with Sales, IT, Product, Marketing and Logistics.
• Ability to resolve complex customer disputes, pricing discrepancies, and operational bottlenecks.
• Capacity to multitask and prioritize in a fast-paced environment while maintaining high attention to detail.
• Excellent customer focus with professional presence.
• Self-directed, motivated and the ability to organize and prioritize multiple tasks and projects.

PREFFERED:

• Associate’s or Bachelor’s degree in Business, Communication or Liberal Arts preferred
• Proficient in using technology, Zendesk
• Proficiency in a second language (e.g., French for Canada shipping/support or Spanish) to assist a broader consumer base.

PHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to communicate effectively with team members, candidates and external partners through multiple forms of technology with telephone and computer. Must be able to receive and convey information.
• The person in this position needs to occasionally move about inside the office to access file cabinets, meeting rooms, copier/printer etc. as well as have the ability to remain in a stationary position 50% of the time.
• Works in a typical office environment and at times may travel for business for training, career and interview events.
• Required to lift, retrieve or reposition products weighing up to 50 pounds.
• Must be able to safely navigate the production facility, OSHA compliant. Normally this person is standing or walking around the facility interacting with team members. Appropriate shoes for standing on concrete flooring is recommended.

Gathr Outdoors is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Work Location: Remote