Customer Service Specialist

Job Description

Job Description:\n\nCustomer Service Specialist Customer Connect, CRM, and Digital Operations Company: CakeBoxx Technologies Location: McLean, VA Job Type: Full-time U.S. Citizenship required. This is a full-time, on-site position. Remote work is not available for this role. About CakeBoxx Technologies CakeBoxx Technologies is a McLean, Virginia-based engineered deployment systems company. We don’t build containers. We engineer mission-specific solutions for cargo that standard packaging was never designed to handle. Our systems protect and transport critical assets across defense, aerospace, energy, and heavy haul, built around what the mission demands, not what’s already on the shelf. We are a tight, fast-moving team where precision, accountability, and ownership are not talking points. They are how we operate every day. The Customer Service Specialist is a customer-facing, process-driven role responsible for delivering responsive support while maintaining the day-to-day discipline of CakeBoxx Customer Connect. This position coordinates customer inquiries, meetings, follow-ups, account actions, order visibility, reporting, and internal ownership from initial engagement through delivery and post-delivery support. The successful candidate will use Microsoft Office, SharePoint, HubSpot, Microsoft Teams, and automation tools to keep customer data current, turn commitments into clear actions, and create a consistent, professional customer experience. What You’ll Own Provide Exceptional Customer ServiceSupport customers through email, phone, and Teams with professionalism, empathy, accuracy, and urgency.Own inquiries from intake through resolution, coordinating internal experts and keeping customers informed of status.Respond effectively during high-priority situations and escalate risks before they become customer issues.Clearly explain CakeBoxx processes, requirements, timelines, and policies while protecting confidential customer information. Operate the Customer Connect CadenceRun the weekly Customer Connect operating cadence and maintain strategic-account action registers.Track customer commitments and orders from inquiry, intake, quote, and award through release-to-ship, delivery, and engagement.Build quarterly business review materials, executive-account briefs, customer contact maps, and relationship summaries.Coordinate Voice-of-Customer feedback and support strategic account expansion and opportunity identification. Administer SharePoint Customer InformationDevelop and maintain customer profiles, deal files, account documents, meeting records, templates, and trackers in SharePoint.Support consistent folder structures, metadata, permissions, version control, naming conventions, and document governance.Develop and maintain SharePoint lists, libraries, pages, and customer-facing or internal collaboration resources as assigned.Keep HubSpot and SharePoint data aligned so both systems remain current, useful, and actionable. Use Microsoft Office and SharePoint to Drive ExecutionCreate polished correspondence, reports, meeting summaries, procedures, and customer documents in Microsoft Word.Build and maintain Excel trackers, action registers, data reviews, scorecards, and operational analyses.Develop concise PowerPoint presentations for customer meetings, QBRs, leadership reviews, and account planning.Use approved AI-assisted tools, including Microsoft Copilot, to improve meeting capture, drafting, follow-up, and workflow efficiency. Improve Processes and TechnologyIdentify recurring customer issues and recommend long-term improvements to products, services, and processes.Create and improve knowledge articles, standard work, templates, support documentation, and self-service resources.Automate repetitive tasks using approved workflows, APIs, scripts, forms, process improvements, and AI prompts.Maintain Customer Connect KPIs and reporting, and provide clear visibility into service levels, open actions, risks, and results. Collaborate Across TeamsPartner with Customer Connect, Sales, Operations, Engineering, Program Management, Quality, and Logistics.Reproduce and document customer-reported issues, communicate requirements clearly, and provide detailed feedback.Serve as a reliable voice of the customer by ensuring insights, commitments, and risks reach the appropriate decision-makers.Take ownership, adapt quickly, and contribute ideas that improve team performance and customer satisfaction. Required QualificationsOne to two years of experience in customer service, customer support, customer experience, customer success, account coordination, program support, or a related customer-facing role.Strong working proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.Hands-on experience maintaining business information in SharePoint, HubSpot, and document-management platforms.Exceptional written and verbal communication skills, with the ability to explain complex information clearly and professionally.Strong organizational skills, attention to detail, sound judgment, and the ability to manage multiple priorities and deadlines.Demonstrated ownership of customer issues, follow-up commitments, records, and cross-functional actions.Ability to learn new systems quickly, work independently, protect sensitive information, and attack time-sensitive situations.Ability and willingness to work full-time, on-site in McLean, VA.U.S. Citizenship is required due to the nature of our defense and aerospace programs. Preferred QualificationsBachelor’s degree. An equivalent combination of education, relevant certifications, and directly related experience will be considered.Advanced Excel skills and experience building operational trackers, scorecards, dashboards, or data-quality reports.Experience administering SharePoint sites, lists, libraries, permissions, metadata, templates, or document-control practices.Experience with HubSpot CRM configuration, workflows, reporting, pipeline management, and data hygiene.Experience with Microsoft Power Automate, Forms, Copilot, APIs, scripting, or other workflow-automation tools.Experience in manufacturing, engineering, transportation, logistics, aerospace, defense, or technically complex environments. Knowledge, Skills, and AbilitiesCustomer-first mindset with a professional, calm, and solutions-oriented approach.Ability to prioritize duties, resolve conflicts, take initiative, use discretion, and maintain effective internal working relationships.Ability to translate conversations into accurate records, decisions, actions, owners, dates, and measurable outcomes.Ability to identify trends, process gaps, overdue commitments, and data inconsistencies that others may overlook.Comfort operating in a changing, high-accountability environment and learning additional technology applications as needed. What We’re Looking For The ideal candidate is customer-first, highly organized, technologically capable, and comfortable operating at the intersection of service, systems, and execution. This person communicates exceptionally well, follows through consistently, improves the process while doing the work, and helps CakeBoxx turn every customer interaction into a long-term relationship. To apply: Interested candidates should upload their resume on ZipRecruiter as well as send their resume and a brief note on why they want this role to michael.stolarczyk()cakeboxx.com, Attn: Michael Stolarczyk. In your note, tell us what customer service means to you and how you handle a problem when no one has given you a playbook for it. Please include “Customer Service Specialist” in the subject line of your email. Veterans are encouraged to apply. CakeBoxx Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.\n\nCompany Description:\n\nCustomer Service Specialist\nCustomer Connect, CRM, and Digital Operations\n\nCompany: CakeBoxx Technologies\nLocation: McLean, VA\nSalary: $45,000 – $55,000\nJob Type: Full-time\n\nU.S. Citizenship required. This is a full-time, on-site position. Remote work is not available for this role.\n\nAbout CakeBoxx Technologies\n\nCakeBoxx Technologies is a McLean, Virginia-based engineered deployment systems company. We don’t build containers. We engineer mission-specific solutions for cargo that standard packaging was never designed to handle. Our systems protect and transport critical assets across defense, aerospace, energy, and heavy haul, built around what the mission demands, not what’s already on the shelf. We are a tight, fast-moving team where precision, accountability, and ownership are not talking points. They are how we operate every day.\n\nThe Customer Service Specialist is a customer-facing, process-driven role responsible for delivering responsive support while maintaining the day-to-day discipline of CakeBoxx Customer Connect. This position coordinates customer inquiries, meetings, follow-ups, account actions, order visibility, reporting, and internal ownership from initial engagement through delivery and post-delivery support. The successful candidate will use Microsoft Office, SharePoint, HubSpot, Microsoft Teams, and automation tools to keep customer data current, turn commitments into clear actions, and create a consistent, professional customer experience.\n\nWhat You’ll Own\n\nProvide Exceptional Customer Service\n\nSupport customers through email, phone, and Teams with professionalism, empathy, accuracy, and urgency.\nOwn inquiries from intake through resolution, coordinating internal experts and keeping customers informed of status.\nRespond effectively during high-priority situations and escalate risks before they become customer issues.\nClearly explain CakeBoxx processes, requirements, timelines, and policies while protecting confidential customer information.\nOperate the Customer Connect Cadence\n\nRun the weekly Customer Connect operating cadence and maintain strategic-account action registers.\nTrack customer commitments and orders from inquiry, intake, quote, and award through release-to-ship, delivery, and engagement.\nBuild quarterly business review materials, executive-account briefs, customer contact maps, and relationship summaries.\nCoordinate Voice-of-Customer feedback and support strategic account expansion and opportunity identification.\nAdminister SharePoint Customer Information\n\nDevelop and maintain customer profiles, deal files, account documents, meeting records, templates, and trackers in SharePoint.\nSupport consistent folder structures, metadata, permissions, version control, naming conventions, and document governance.\nDevelop and maintain SharePoint lists, libraries, pages, and customer-facing or internal collaboration resources as assigned.\nKeep HubSpot and SharePoint data aligned so both systems remain current, useful, and actionable.\nUse Microsoft Office and SharePoint to Drive Execution\n\nCreate polished correspondence, reports, meeting summaries, procedures, and customer documents in Microsoft Word.\nBuild and maintain Excel trackers, action registers, data reviews, scorecards, and operational analyses.\nDevelop concise PowerPoint presentations for customer meetings, QBRs, leadership reviews, and account planning.\nUse approved AI-assisted tools, including Microsoft Copilot, to improve meeting capture, drafting, follow-up, and workflow efficiency.\nImprove Processes and Technology\n\nIdentify recurring customer issues and recommend long-term improvements to products, services, and processes.\nCreate and improve knowledge articles, standard work, templates, support documentation, and self-service resources.\nAutomate repetitive tasks using approved workflows, APIs, scripts, forms, process improvements, and AI prompts.\nMaintain Customer Connect KPIs and reporting, and provide clear visibility into service levels, open actions, risks, and results.\nCollaborate Across Teams\n\nPartner with Customer Connect, Sales, Operations, Engineering, Program Management, Quality, and Logistics.\nReproduce and document customer-reported issues, communicate requirements clearly, and provide detailed feedback.\nServe as a reliable voice of the customer by ensuring insights, commitments, and risks reach the appropriate decision-makers.\nTake ownership, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.\nRequired Qualifications\n\nOne to two years of experience in customer service, customer support, customer experience, customer success, account coordination, program support, or a related customer-facing role.\nStrong working proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.\nHands-on experience maintaining business information in SharePoint, HubSpot, and document-management platforms.\nExceptional written and verbal communication skills, with the ability to explain complex information clearly and professionally.\nStrong organizational skills, attention to detail, sound judgment, and the ability to manage multiple priorities and deadlines.\nDemonstrated ownership of customer issues, follow-up commitments, records, and cross-functional actions.\nAbility to learn new systems quickly, work independently, protect sensitive information, and attack time-sensitive situations.\nAbility and willingness to work full-time, on-site in McLean, VA.\nU.S. Citizenship is required due to the nature of our defense and aerospace programs.\nPreferred Qualifications\n\nBachelor’s degree. An equivalent combination of education, relevant certifications, and directly related experience will be considered.\nAdvanced Excel skills and experience building operational trackers, scorecards, dashboards, or data-quality reports.\nExperience administering SharePoint sites, lists, libraries, permissions, metadata, templates, or document-control practices.\nExperience with HubSpot CRM configuration, workflows, reporting, pipeline management, and data hygiene.\nExperience with Microsoft Power Automate, Forms, Copilot, APIs, scripting, or other workflow-automation tools.\nExperience in manufacturing, engineering, transportation, logistics, aerospace, defense, or technically complex environments.\nKnowledge, Skills, and Abilities\n\nCustomer-first mindset with a professional, calm, and solutions-oriented approach.\nAbility to prioritize duties, resolve conflicts, take initiative, use discretion, and maintain effective internal working relationships.\nAbility to translate conversations into accurate records, decisions, actions, owners, dates, and measurable outcomes.\nAbility to identify trends, process gaps, overdue commitments, and data inconsistencies that others may overlook.\nComfort operating in a changing, high-accountability environment and learning additional technology applications as needed.\nWhat We’re Looking For\n\nThe ideal candid

Company Description

Customer Service Specialist\nCustomer Connect, CRM, and Digital Operations\n\nCompany: CakeBoxx Technologies\nLocation: McLean, VA\nSalary: $45,000 – $55,000\nJob Type: Full-time\n\nU.S. Citizenship required. This is a full-time, on-site position. Remote work is not available for this role.\n\nAbout CakeBoxx Technologies\n\nCakeBoxx Technologies is a McLean, Virginia-based engineered deployment systems company. We don’t build containers. We engineer mission-specific solutions for cargo that standard packaging was never designed to handle. Our systems protect and transport critical assets across defense, aerospace, energy, and heavy haul, built around what the mission demands, not what’s already on the shelf. We are a tight, fast-moving team where precision, accountability, and ownership are not talking points. They are how we operate every day.\n\nThe Customer Service Specialist is a customer-facing, process-driven role responsible for delivering responsive support while maintaining the day-to-day discipline of CakeBoxx Customer Connect. This position coordinates customer inquiries, meetings, follow-ups, account actions, order visibility, reporting, and internal ownership from initial engagement through delivery and post-delivery support. The successful candidate will use Microsoft Office, SharePoint, HubSpot, Microsoft Teams, and automation tools to keep customer data current, turn commitments into clear actions, and create a consistent, professional customer experience.\n\nWhat You’ll Own\n\nProvide Exceptional Customer Service\n\nSupport customers through email, phone, and Teams with professionalism, empathy, accuracy, and urgency.\nOwn inquiries from intake through resolution, coordinating internal experts and keeping customers informed of status.\nRespond effectively during high-priority situations and escalate risks before they become customer issues.\nClearly explain CakeBoxx processes, requirements, timelines, and policies while protecting confidential customer information.\nOperate the Customer Connect Cadence\n\nRun the weekly Customer Connect operating cadence and maintain strategic-account action registers.\nTrack customer commitments and orders from inquiry, intake, quote, and award through release-to-ship, delivery, and engagement.\nBuild quarterly business review materials, executive-account briefs, customer contact maps, and relationship summaries.\nCoordinate Voice-of-Customer feedback and support strategic account expansion and opportunity identification.\nAdminister SharePoint Customer Information\n\nDevelop and maintain customer profiles, deal files, account documents, meeting records, templates, and trackers in SharePoint.\nSupport consistent folder structures, metadata, permissions, version control, naming conventions, and document governance.\nDevelop and maintain SharePoint lists, libraries, pages, and customer-facing or internal collaboration resources as assigned.\nKeep HubSpot and SharePoint data aligned so both systems remain current, useful, and actionable.\nUse Microsoft Office and SharePoint to Drive Execution\n\nCreate polished correspondence, reports, meeting summaries, procedures, and customer documents in Microsoft Word.\nBuild and maintain Excel trackers, action registers, data reviews, scorecards, and operational analyses.\nDevelop concise PowerPoint presentations for customer meetings, QBRs, leadership reviews, and account planning.\nUse approved AI-assisted tools, including Microsoft Copilot, to improve meeting capture, drafting, follow-up, and workflow efficiency.\nImprove Processes and Technology\n\nIdentify recurring customer issues and recommend long-term improvements to products, services, and processes.\nCreate and improve knowledge articles, standard work, templates, support documentation, and self-service resources.\nAutomate repetitive tasks using approved workflows, APIs, scripts, forms, process improvements, and AI prompts.\nMaintain Customer Connect KPIs and reporting, and provide clear visibility into service levels, open actions, risks, and results.\nCollaborate Across Teams\n\nPartner with Customer Connect, Sales, Operations, Engineering, Program Management, Quality, and Logistics.\nReproduce and document customer-reported issues, communicate requirements clearly, and provide detailed feedback.\nServe as a reliable voice of the customer by ensuring insights, commitments, and risks reach the appropriate decision-makers.\nTake ownership, adapt quickly, and contribute ideas that improve team performance and customer satisfaction.\nRequired Qualifications\n\nOne to two years of experience in customer service, customer support, customer experience, customer success, account coordination, program support, or a related customer-facing role.\nStrong working proficiency with Microsoft Office, including Word, Excel, PowerPoint, Outlook, and Teams.\nHands-on experience maintaining business information in SharePoint, HubSpot, and document-management platforms.\nExceptional written and verbal communication skills, with the ability to explain complex information clearly and professionally.\nStrong organizational skills, attention to detail, sound judgment, and the ability to manage multiple priorities and deadlines.\nDemonstrated ownership of customer issues, follow-up commitments, records, and cross-functional actions.\nAbility to learn new systems quickly, work independently, protect sensitive information, and attack time-sensitive situations.\nAbility and willingness to work full-time, on-site in McLean, VA.\nU.S. Citizenship is required due to the nature of our defense and aerospace programs.\nPreferred Qualifications\n\nBachelor’s degree. An equivalent combination of education, relevant certifications, and directly related experience will be considered.\nAdvanced Excel skills and experience building operational trackers, scorecards, dashboards, or data-quality reports.\nExperience administering SharePoint sites, lists, libraries, permissions, metadata, templates, or document-control practices.\nExperience with HubSpot CRM configuration, workflows, reporting, pipeline management, and data hygiene.\nExperience with Microsoft Power Automate, Forms, Copilot, APIs, scripting, or other workflow-automation tools.\nExperience in manufacturing, engineering, transportation, logistics, aerospace, defense, or technically complex environments.\nKnowledge, Skills, and Abilities\n\nCustomer-first mindset with a professional, calm, and solutions-oriented approach.\nAbility to prioritize duties, resolve conflicts, take initiative, use discretion, and maintain effective internal working relationships.\nAbility to translate conversations into accurate records, decisions, actions, owners, dates, and measurable outcomes.\nAbility to identify trends, process gaps, overdue commitments, and data inconsistencies that others may overlook.\nComfort operating in a changing, high-accountability environment and learning additional technology applications as needed.\nWhat We’re Looking For\n\nThe ideal candidate is customer-first, highly organized, technologically capable, and comfortable operating at the intersection of service, systems, and execution. This person communicates exceptionally well, follows through consistently, improves the process while doing the work, and helps CakeBoxx turn every customer interaction into a long-term relationship.\n\nTo apply: Interested candidates should upload their resume here along with sending their resume and a brief note on why they want this role to michael.stolarczyk()cakeboxx.com, Attn: Michael Stolarczyk. In your note, tell us what customer service means to you and how you handle a problem when no one has given you a playbook for it. Please include “Customer Service Specialist” in the subject line of your email.\n\nVeterans are encouraged to apply.\n\nCakeBoxx Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.