Roark Customer Service Representative

Who We Are:
Roark is a premium Adventure Lifestyle brand. Working within the Outdoor, Surf, and Lifestyle channels and offering product that performs without jeopardizing style. Always inspired by the journey. Roark has a collaborative and fast-paced environment where operational excellence directly supports brand growth and customer success.

About The Role:

The Customer Service Representative at Roark plays a critical role within the organization and Sales department, ensuring operational excellence. This position oversees all aspects of sales operations, including cross-functional communication, diligent order file and B2B management, and essential sales and sales-operations reporting and analysis. The role is responsible for maintaining accurate order flow and ensuring seamless product movement, with dedicated oversight and backend support for Key and Major Accounts

The ideal candidate is highly organized, sales driven, detail-oriented, adaptable, and comfortable managing multiple priorities in a fast-paced environment. This role is ideal for someone who thrives behind the scenes and sometimes in front, but always takes pride in keeping sales operations running smoothly.

Responsibilities include but are not limited to:

Sales & Account Support

• Provide backend operational support for Major and Key Accounts, ensuring accuracy and responsiveness.
• Assist with new account setup, including SKU creation, account documentation, and system configuration.
• Manage account-specific SKU requests, marketing requests, and image form submissions.
• Support sales sample requests as needed to assist Sales and Account Management teams.

• Process order entry accurately and in a timely manner.
• Maintain order files and ensure data integrity across systems.
• Manage drops, returns, credits, and chargebacks in accordance with company policies.
• Oversee VAS (Value-Added Services) coordination and execution.

• Serve as a key point of contact for customer service-related inquiries.
• Manage DC (Distribution Center) communications, ensuring alignment between Sales, Operations, and Logistics.
• Communicate style updates and relevant product changes clearly to internal teams and accounts.
• Support all Sales and selling assets including Elastic management needs - workflow - catalog build management and accurate and timely selling tools.
• Manage Chargeback providing backup information with accounting to help challenge chargebacks.

• Ensure timely resolution of discrepancies related to orders, shipments, billing, and returns.
• Collaborate cross-functionally with Sales, Operations, Logistics, and Finance teams.
• Maintain clear documentation and standardized processes to support operational efficiency.

• Bachelor's Degree required
• 1+ years of relevant work experience
• Strong organizational and time-management skills with the ability to multitask effectively.
• High attention to detail and accuracy, especially in order processing and data management.
• Excellent written and verbal communication skills.
• Customer-focused mindset with a proactive approach to problem-solving.
• Ability to adapt to changing priorities and support elastic workloads.
• Experience in sales operations, customer service, or wholesale/retail operations preferred.
• Proficiency with order management systems, ERP platforms - Elastic, Full Circle DOMO, and Microsoft Office, Excel, and Power Point.

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday
• Generous product gift program and all brand discounts
• Company bonus program
• 5 year and 10 year Milestone Anniversary travel gifts
• Medical, Dental, Vision insurance in accordance with plan guidelines
• Company paid life insurance in accordance with plan guidelines
• 401k with employer match in accordance with plan guidelines
• 15 Days of PTO accrued annually, plus one additional day of PTO every year on your anniversary, and 3 Floating Holidays per year
• Paid beach and giveback days, bi-annual team building events and other in-person celebrations
• Work with talented and great people who share a love of Roark
• Dog friendly office