Customer Service & Systems Specialist

JENRAY PRODUCTS INC•Brookfield, CT

10d•Onsite

About The Position

The Customer Service & Systems Specialist is responsible for the day-to-day management of Customer Service and Order Management activities, including customer communication, order entry, verification of requirements, artwork and proof coordination, and communication of accurate customer and order information to internal teams. The position is also responsible for developing a thorough understanding of the company's customers, products, systems, and workflows and using that knowledge to support the documentation, standardization, and continuous improvement of Customer Service and Order Management processes. As experience and knowledge of the business develop, the position will support the development and implementation of CRM tools, workflow automation, process documentation, playbooks, and related business systems. The objective of the position is to provide reliable day-to-day ownership of Customer Service while helping develop scalable systems and processes that improve efficiency, accuracy, visibility, and customer service as the company grows. The role ensures that all necessary customer and order information, including specifications, labeling requirements, scheduling requirements, and shipping requirements, are accurately captured and communicated to the appropriate internal teams. The position may also support invoicing, shipment documentation, basic project-development activities, and general office administration as needed.

Requirements

Must have a high school diploma or greater
Must speak English.
Customer Service experience is a plus.
Experience with automated CSR systems, WooCommerce, Hubspot, etc is a plus.
Business Systems Proficiency
Process Documentation
CRM Familiarity or Experience
Workflow/Process Improvement
Analytical Problem Solving
Ability to learn new software & systems
Organization
Project Management
Scheduling
Data Entry
Proficiency with computers and business systems (Microsoft Office, email, data entry including Word and Excel)
File management
People Skills
Communication Skills

Nice To Haves

Bachelor’s Degree is a plus
Bilingual Spanish is a plus.

Responsibilities

Works closely with existing team members to learn and execute current order processing and customer service workflows.
Manages multiple orders, tasks, and priorities in a fast-paced environment.
Receives orders from customers
Responds to customer inquiries
Assists with new product and order setup by capturing customer requirements and specifications
Coordinates artwork submissions and proofing with customers and vendors as needed
Verifies order requirements and specifications
Enters and processes Sales Orders to generate detailed Work Orders
Ensures Production Team receives accurate order details, specifications, labeling requirements, and shipping information necessary for fulfillment
Receives and processes customer feedback
Helps to build good customer relations
Provides administrative, secretarial, and clerical support to the Management Team
Supports invoicing and shipment documentation activities as necessary.
Assists with sales and marketing related administrative tasks as necessary.
Performs general administrative and office support tasks as needed
Documents and maintains standardized Customer Service and Order Management procedures and workflows.
Develops and maintains Customer Service process documentation and playbooks.
Identifies opportunities to improve efficiency, accuracy, consistency, and visibility within Customer Service and Order Management processes.
Supports the development, implementation, and ongoing improvement of CRM systems and related business workflows.
Identifies appropriate opportunities for workflow automation and works with Management to implement approved solutions.
As knowledge of company processes develops, assists with broader business systems and process-improvement initiatives as assigned.