Order Retention Specialist

Job description

Description Order Retention Specialist Wadsworth, OH Sales: Description: The Order Retention Specialist is a vital link between our customers and their product. Your primary mission is to minimize order cancellations and reduce customer churn by turning "no" into "yes." You will proactively manage the order backlog, identify potential friction points in the fulfillment process, and work directly with customers to provide creative solutions—such as alternative product suggestions—to ensure their project stays on track. This is not just a support role; it is a strategic "save" position that requires high-level negotiation, empathy, and a deep understanding of our product offerings to maintain high customer lifetime value. Schedule: - Monday – Friday, 9:00am – 5:30pm Key Responsibilities: - Proactive Retention: Monitor the order backlog to identify at-risk orders (e.g., long lead times or backordered items) and implement "save" plans to prevent cancellations. - Strategic Substitution: Review delayed orders to identify and offer alternative in-stock products, minimizing wait times and ensuring customer satisfaction. - Issue Resolution: Act as the primary point of contact for complex co...