Benefits:

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

About the Role

This role is responsible for owning customer support and order accuracy across both our Shop and Distribution divisions.

While the Shop division is primarily online and self-service, customers still need support with:

Order updates

Tracking information

Product questions

Account or order corrections

Rare exceptions that require human intervention

Speed and accuracy both matter in this role. Mistakes create downstream problems, and delays frustrate customers. You must be able to operate under pressure while staying focused and precise.

This is a high-responsibility execution role, not a sales role and not a passive support position.

Core Responsibilities

Shop Division (Primary Ownership)

Monitor and respond to customer emails and messages

Answer inbound phone calls as needed

Handle post-order questions, updates, and corrections

Provide tracking information and order status updates

Update order details accurately in internal systems

Handle rare exceptions calmly and professionally

Maintain clear documentation of all customer interactions

Most shop customers are expected to place orders online without assistance. This role supports, corrects, and manages — it does not hand-hold.

Distribution Division (Support Responsibility)

Assist with order entry when needed

Provide order status updates to B2B customers

Answer basic account or product questions

Route pricing, delivery, or logistics decisions to the correct owner

Support internal teams by keeping customer communication clean and accurate

There is no “not my job” mentality here. Ownership matters — escalation does not mean disengagement.

What This Role Requires (Non-Negotiable)

This role is for someone who is:

Extremely detail-oriented

Highly organized and methodical

Able to stay focused under pressure

Comfortable dealing with customers

Calm, professional, and emotionally steady

Eager to take direction and feedback

Able to work collaboratively with sales, ops, and warehouse teams

An excellent written and verbal communicator

You must be able to execute quickly without cutting corners.

This Role Is NOT a Fit If You:

Get flustered by upset customers

Prefer loose structure or vague expectations

Avoid accountability

Dislike repetition or process

Want a sales, marketing, or creative role

What Success Looks Like

Customers receive fast, accurate responses

Orders are clean and correct

Issues are resolved or escalated properly — not dropped

Internal teams trust the information coming from you

Leadership is not pulled into routine customer problems

Why This Role Matters

This role protects the entire operation.

When done well, customers feel supported, orders flow correctly, and internal teams can focus on their jobs instead of fixing preventable issues.

One Internal Expectation

This role owns customer communication — but works as part of a team. Taking direction, following process, and communicating clearly are essential.