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.

Order Management

• 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.

Customer Service & Communication

• 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.

Operational Coordination

• 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.

Requirements and Qualifications:

• Bachelors 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.

Location & Office Structure:This is an in-office hybrid position mandatory 4 days per week in office in Irvine CA with the option to work from home 1 day per week. Subject to change without notice as per company guidelines.

Compensation: The pay range for this position is $21.00 to $23.00 per hour; pay is based on the experience that you bring to the position.

Benefits and Perks:

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday
• Generous product gift program and all brand discounts
• Growth opportunities within the Archipelago family of brands: Roark OluKai Kaenon Melin
• 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

Archipelago Companies values a diverse inclusive and entrepreneurial workforce and culture and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individuals race color sex gender identity gender expression religion age national origin or ancestry citizenship physical or mental disability medical condition family care status marital status domestic partner status sexual orientation genetic information military or veteran status or any other basis protected by federal state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability please contact us at Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Required Experience:

Junior IC