Customer Service & Systems Specialist

Job Description

Job Description

Job Title: Customer Service & Systems Specialist

Location: Brookfield, CT 06804

Job type: Full Time 

Salary Range: 

 

General Description:

The Customer Service & Systems Specialist is responsible for the day-to-day management of Customer Service and Order Management activities, including customer communication, order entry, verification of requirements, artwork and proof coordination, and communication of accurate customer and order information to internal teams.

The position is also responsible for developing a thorough understanding of the company's customers, products, systems, and workflows and using that knowledge to support the documentation, standardization, and continuous improvement of Customer Service and Order Management processes. As experience and knowledge of the business develop, the position will support the development and implementation of CRM tools, workflow automation, process documentation, playbooks, and related business systems.

The objective of the position is to provide reliable day-to-day ownership of Customer Service while helping develop scalable systems and processes that improve efficiency, accuracy, visibility, and customer service as the company grows.

The role ensures that all necessary customer and order information, including specifications, labeling requirements, scheduling requirements, and shipping requirements, are accurately captured and communicated to the appropriate internal teams. The position may also support invoicing, shipment documentation, basic project-development activities, and general office administration as needed.

Reports to: Operations Manager 

Responsibilities:

• Works closely with existing team members to learn and execute current order processing and customer service workflows.
• Manages multiple orders, tasks, and priorities in a fast-paced environment.
• Receives orders from customers
• Responds to customer inquiries
• Assists with new product and order setup by capturing customer requirements and specifications
• Coordinates artwork submissions and proofing with customers and vendors as needed
• Verifies order requirements and specifications
• Enters and processes Sales Orders to generate detailed Work Orders
• Ensures Production Team receives accurate order details, specifications, labeling requirements, and shipping information necessary for fulfillment
• Receives and processes customer feedback
• Helps to build good customer relations 
• Provides administrative, secretarial, and clerical support to the Management Team
• Supports invoicing and shipment documentation activities as necessary.
• Assists with sales and marketing related administrative tasks as necessary. 
• Performs general administrative and office support tasks as needed
• Documents and maintains standardized Customer Service and Order Management procedures and workflows.
• Develops and maintains Customer Service process documentation and playbooks.
• Identifies opportunities to improve efficiency, accuracy, consistency, and visibility within Customer Service and Order Management processes.
• Supports the development, implementation, and ongoing improvement of CRM systems and related business workflows.
• Identifies appropriate opportunities for workflow automation and works with Management to implement approved solutions.
• As knowledge of company processes develops, assists with broader business systems and process-improvement initiatives as assigned.

Minimum Educational Qualifications:

• Must have a high school diploma or greater
• Bachelor’s Degree is a plus 
• Must speak English. Bilingual Spanish is a plus. 

Minimum Previous Experience:

• Customer Service experience is a plus. 
• Experience with automated CSR systems, WooCommerce, Hubspot, etc is a plus. 

Other Skills:

• Business Systems Proficiency
• Process Documentation
• CRM Familiarity or Experience
• Workflow/Process Improvement
• Analytical Problem Solving
• Ability to learn new software & systems
• Organization
• Project Management 
• Scheduling 
• Data Entry 
• Proficiency with computers and business systems (Microsoft Office, email, data entry including Word and Excel)
• File management 
• People Skills
• Communication Skills