Customer Experience &Order Operations Specialist

Job Description

Job Description

Customer Experience & Order Operations Specialist

Location: Hawthorne, CA Company: The Marco Group (Supporting Nova Color and Marco Fine Arts) Schedule: Full-Time, In Office

Position Summary

The Customer Experience & Order Operations Specialist is responsible for delivering an exceptional customer experience while ensuring accurate order execution across Nova Color and Marco Fine Arts. This role serves as the central point of coordination between customers, sales, production, accounting, and operations teams, helping ensure orders move efficiently from placement through delivery. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and the capacity to manage multiple priorities in a fast-paced manufacturing environment. The ideal candidate excels in a collaborative setting and is committed to providing timely, professional support to both customers and internal stakeholders.

Customer Experience

· Respond to customer emails, phone calls, and voicemail messages within established service levels.

· Provide timely and professional communication regarding order status, production updates, and issue resolution.

· Resolve customer inquiries and concerns while delivering a positive customer experience.

· Proactively communicate delays, shipping exceptions, and order-related issues.

· Escalate complex issues to appropriate departments when necessary.

· Build and maintain strong relationships with customers through responsive and solution-oriented support.

Order Operations

· Process customer orders received via email or phone in accordance with service level expectations.

· Review orders for completeness and accuracy prior to release to production.

· Monitor open orders and follow up on outstanding items as needed.

· Coordinate order changes, revisions, and special requests throughout the production process.

· Coordinate rush orders and priority requests with production teams.

· Monitor order progress to help ensure timely delivery and customer satisfaction.

Returns, Damages & Shipping Claims

· Process customer returns, damage claims, and remake requests in accordance with company policies.

· Maintain accurate documentation related to returns, refunds, credits, and carrier claims.

· Coordinate with production and operations teams to determine appropriate disposition of returned products.

· File and manage shipping claims with carriers and follow through to resolution.

· Communicate claim status and resolutions to customers in a timely manner.

Cross-Functional Coordination

· Serve as a liaison between customers and internal departments including Production, Sales, Accounting, and Operations.

· Communicate order revisions, customer requests, and production updates accurately and promptly.

· Support collaboration between sales and production teams to ensure customer expectations are met.

· Partner with Accounting regarding customer payment inquiries, credits, and billing questions.

· Assist with special projects and operational initiatives as assigned.

Front Desk & Retail Support (As Needed)

· Provide front desk coverage when required.

· Welcome visitors, vendors, and guests in a professional manner.

· Answer and route incoming calls appropriately.

Qualifications - Required

· 2+ years of customer service, order management, account coordination, or retail experience.

· Strong verbal and written communication skills.

· Excellent organizational and time management abilities.

· Strong attention to detail and follow-through.

· Ability to manage multiple priorities in a fast-paced environment.

· Proficiency with Microsoft Office applications.

Qualifications - Preferred

· Experience in manufacturing, print production, eCommerce, or fulfillment operations.

· Bilingual a plus.

· Experience with ERP, CRM, or ticketing systems.

· Familiarity with shipping carrier portals and claims processes.

· Experience working with cross-functional teams in an operations environment.

Key Competencies

· Customer Focus

· Communication

· Attention to Detail

· Problem Solving

· Organization and Time Management

· Accoun