Customer Service Representative- order entry

TMI Acquisition LLC is one of the world's largest manufacturers of temporary and semi-permanent tattoos, producing millions of units a day in Tucson, Arizona to U.S., Canadian, and EU safety standards. We combine specialty printing and manufacturing with consumer products in a category where FDA cosmetic regulation and USA-based production create a genuine competitive moat. Our owned brands include Temporary Tattoos, California Tattoos, and Industry Print, alongside a substantial OEM and wholesale private label business.

After three decades as a wholesale manufacturer, we are rebuilding the company as a modern, multi-channel brand platform on a single production floor. This is a deliberate transformation, backed by new leadership, new systems, and real investment — an unusual moment to join.

This role will provide top-notch customer support for our online customers and assist in the smooth operation of our eCommerce platform. The ideal candidate is tech-savvy, skilled in Excel and Word, and has experience or a strong willingness to learn Shopify. This position is perfect for someone who enjoys problem-solving, excels in communication, and is eager to provide exceptional customer experiences.

Supervisory Responsibilities:

• None. 

Duties/Responsibilities:

• Customer Support: Respond to customer inquiries via email, chat, and phone in a friendly, professional manner. Resolve issues related to order status, product inquiries, returns, and exchanges, ensuring customer satisfaction.

• Platform Monitoring and Order Processing: Monitor our Shopify store to ensure orders are processed smoothly and accurately into our ERP system. Review orders, track fulfillment progress, and identify any issues or delays. Handle returns, refunds, and replacements according to company policy. Assist with basic troubleshooting and ensure accurate product information on the platform. Experience with Shopify or an ERP system is a plus, but training will be provided for the right candidate.

• Review Management: Monitor and manage customer reviews across various platforms, ensuring timely and professional responses. Address customer feedback constructively to resolve issues, thank customers for positive feedback, and maintain our brand’s reputation. Collaborate with the team to identify recurring issues or popular features based on reviews, using this feedback to support continuous improvement efforts.

• Collaboration: Work closely with the eCommerce team to ensure seamless customer interactions and troubleshoot issues as they arise.

• Contacting customers to obtain missing information or answer queries.

• Functioning within customer portals to maintain necessary communication and upkeep data.

• Acting as the lead point of contact for all matters, specific to assigned customers, within the organization.

• Maintaining and updating sales and customer records.

• Preparing reports on account status, historical data, and point of sales.

• Effectively communicate important feedback from customers internally.

• Ensuring the timely and successful delivery of product according to customer needs.

• Staying up to date with new products.

• Follows up on initial sales contacts via telephone, email, or other correspondence.

• Maintains records of contacts, accounts, and orders.

• Assisting the sales managers with quotes and presentations.

• Performs other related duties as assigned.

Requirements

Required Skills/Abilities: 

• Excellent customer service skills.

• Problem-Solving Skills: Ability to handle customer concerns professionally and effectively, with a solution-oriented mindset.

• Pleasant telephone manners.

• Proficient with or the ability to quickly learn software used for recording information and processing orders.

• Proven ability to articulate the distinct aspects of products and services

• Recognized ability to position products against competitors

• Excellent verbal and written communications skills

• Ability to work well alone or in a team environment. 

• Efficient in managing diverse tasks, activities, and projects, often within strict deadlines.

• Effective time management skills.

• Knowledge of Microsoft Office, Outlook, ERP systems

• Excellent organizational skills

• Shopify Experience: Experience with Shopify is a plus; training will be provided if necessary.

Education and Experience:

• High school diploma or equivalent preferred.

• Minimum two years customer service experience preferred 

• Minimum one-year data entry experience preferred

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift to 35 pounds at times.