Customer Operations &
Order Escalations (Contract)
I support industrial and ecommerce teams when customer volume spikes or orders get messy.
I run point on customer communication, order issues, shipping/freight exceptions, and vendor follow up.
Customers get clear updates. Issues get closed. Your team stays focused.
NDA Friendly. Confidential. Professional.
Prefer email? Send a quick note and I’ll reply within 1 business day.
What I Handle
CUSTOMER COMMUNICATION
- Inbox coverage (email/chat) with fast triage
- Customer questions handled clearly and professionally
- Clear expectations, next steps, and timelines
- Escalations handled calmly when customers are frustrated
ORDER ISSUES &
VENDOR FOLLOW UP
- Order status updates and “where is it?” requests
- Shipping/freight exceptions (delays, damages, delivery changes)
- Supplier / carrier / warehouse follow up until resolved
- Returns, replacements, and credits coordination when needed
DOCUMENTATION
& VISIBILITY
- Issue log so nothing is missed
- Clear notes on decisions and next steps
- Weekly summary: closed, pending, blocked, recurring
- Visibility for the owner/team without extra meetings
I run point on the customer side of the operation so your team stops getting pulled back into the inbox.
Why Work With Me?
You get ownership, clear customer updates, and a clean follow through until issues are closed.
Ownership
I take an issue from intake to resolution. No dropped balls. No “I thought someone else handled it.”
Calm Under Pressure
When customers are stressed and timelines are tight, I stay steady and keep the situation moving.
Clear Communication
Customers get simple updates and next steps. That reduces repeat emails and prevents cancellations.
Documentation
Everything important gets captured: what was promised, what’s next, and what’s still blocked.
Fewer fires. Fewer repeat emails. Customers who feel taken care of.
What You Get When It’s Handled Correctly?
When things get busy, customer ops is usually the first place that starts slipping. Thats where I step in.
Fewer repeat emails and follow ups
Customers stop asking the same questions 3-5 times when they get a clear first answer.
Quick ROI math:
10 issues/day x 10-15 minutes each = ~25-40 hrs/month recovered.
Less revenue lost to cancellations and chargebacks
Most refunds happen after silence. Consistent updates prevent that.
Cleaner handoffs, fewer dropped balls
With a simple issue log, open problems don’t disappear into “we thought someone else handled it.”
Sales team time back
When sales reps are stuck in the inbox, its a hidden tax on revenue.
A calmer operation
This is the kind of support that reduces daily stress and makes the operation feel under control again.
Faster resolution of shipping and vendor issues
Vendors respond faster when someone follows up consistently and documents everything.
Weekly Pricing
TRIAL
$750/week
Best for: proving fit fast & clearing the highest priority issues
- One week of service
- Inbox triage & top priority
order issues - Vendor follow up on the hottest items
- End of week summary & recommendation for ongoing coverage
Core Coverage
$1500/week
Best for: steady weekly coverage & clean follow through
- Customer emails & quote requests handled consistently
- Order issues & shipping expectations owned end to end
- Vendor follow up until resolution
- Weekly issue log & weekly summary
Full Coverage
$3000/week
Best for: high volume, busy season, or priority response
- Priority coverage & faster response windows
- Deeper vendor coordination and escalations
- More proactive follow up and tighter reporting
If the volume consistently exceeds what a tier is designed for, we upgrade the plan or add an extra weekly support block. Most work is handled asynchronously (email/chat). Calls are used as needed for escalations and resolution, not as full-time phone coverage.
Weekly billing. First week paid up front to start.
Frequently Asked
About
If your sales team or owner is stuck answering customer emails, this is usually the cheapest way to buy time back.
Hi, I’m Warren Haayema
I help industrial and ecommerce teams keep customers taken care of when things get busy. I run point on customer communication, order issues, shipping exceptions, and vendor follow up so problems get resolved and customers stay confident.
I’m calm under pressure and I don’t leave issues half finished. Customers get clear updates and next steps. Vendors get followed up with until the situation is resolved. Your team gets time back to focus on sales, delivery, and the work that actually grows the business.
My background includes years supporting business accounts in industrial distribution, plus high pressure coordination in towing and recovery, where clear communication and disciplined follow through matter.
If you want reliable coverage and clean follow through, send the details here. I’ll reply with next steps.
Email: warren@serventecsolutions.com
Call/Text: 403-892-3457
Canada-based • Remote
Want this off your plate this week?
If customer emails and order issues are pulling you off revenue work, I can step in quickly and take ownership.