Customer Support & Operations Coordinator

Job Description

Job Description

SGY is looking for a Customer Support & Operations Coordinator who's organized, people-first, and ready to take real ownership across a range of responsibilities. This role anchors in front-line customer support across our brand portfolio — email, phone, online reviews, and retailer Q&A — while also contributing to office operations, product support, and internal coordination.

What You'll Do

• Multi-Brand Customer Service : Serve as the primary point of contact for customer inquiries across our brand portfolio — including SurfaceMaxx, Kobalt/Craftsman pneumatic tools, and others — via phone and email. Process orders, handle returns, manage replacement part requests, and resolve issues with professionalism and urgency.
• Online Reviews & Q&A (BazaarVoice + Retailer Platforms): Monitor and respond daily to product reviews and customer questions on Lowe's, Amazon, The Home Depot, and other retailer platforms using BazaarVoice and native retailer tools.
• Feedback Capture & Reporting : Identify and QA recurring customer issues, complaints, and questions across all brands. Document and share insights with the product and marketing teams to inform product improvements, FAQ updates, and content decisions.
• Email Customer Service : Manage customer inquiries across shared inboxes, triaging and responding professionally to ensure timely resolution and a positive customer experience.
• Order & Returns Coordination : Coordinate with internal teams to process orders, manage returns, exchanges, and replacement part fulfillment.
• Product Management Support : Assist the product team with maintaining accurate product data, content, and listings across retail channels. This includes updating product descriptions, images, and A+ content; setting up and maintaining items in retailer systems; conducting competitive price shops and assortment audits; and contributing to category analysis and sell-through reporting.
• Shipping & Rate Optimization : Audit e-commerce shipping setup across brands — reviewing carrier rates, identifying cost-saving opportunities, and ensuring the best available rates are configured and maintained.
• Office & Operational Support : Manage day-to-day office needs including supply ordering and general administrative upkeep. Provide hands-on logistical support for company initiatives and operational projects as needed — including an upcoming office relocation.

What You Bring

• Strong written and verbal communication skills
• Comfortable managing multiple inboxes, platforms, and product lines simultaneously without losing accuracy.
• Organized, detail-oriented, and able to manage a full workload without dropping anything.
• Patient and professional under pressure — customer frustration doesn't rattle you.
• Technical curiosity and ability to learn products quickly
• A bias toward action — you notice what needs doing and do it without being asked
• Solid Excel skills and comfort with data entry, basic record keeping, and system maintenance; quick to learn new software platforms — this role touches a lot of tools
• Familiarity with Shopify, Help Scout, BazaarVoice, or similar retail platforms is a plus — but not required; we'll train the right person.
• Bachelor's degree in Business, Communications, or a related field preferred; relevant internship, retail, or eCommerce experience considered in place of a degree.

What We Offer

• Full health, dental, and life insurance benefits.
• Generous 401(k) plan with company match.
• An environment that values your contributions and supports professional growth.
• Choice of technology: Mac or PC.
• A collaborative team culture that takes the work seriously without taking itself too seriously.

Who We Are

SGY supplies hardline products to Lowe's, Amazon, The Home Depot, and Ace Hardware. We move fast, care about quality, and take the customer experience seriously. Come help us keep that standard across an active and growing brand portfolio.

SGY supplies hardline products to Lowe's, Amazon, The Home Depot, and Ace Hardware. We move fast, care about quality, and take the customer experience seriously. Come help us keep that standard across an active and growing brand portfolio.