Customer Support Specialist II

Comfort Research, LLC.•Grand Rapids, MI

6h•Hybrid

About The Position

Comfort Research is looking for a Customer Support Specialist II to play a key role in delivering an outstanding customer experience by managing end-to-end order execution, including setup, order entry, fulfillment, and invoicing. This role collaborates across teams to streamline operations and drive continuous improvement. HERE'S WHAT YOU'LL DO Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others. Oversee the complete order-to-cash process for both Consumer and B2B orders, including trade partner portal management and manual interventions to ensure timely and accurate order flow. Monitor and resolve order holds, pricing discrepancies, delayed shipments, and invoicing issues. Maintain deep expertise in CR internal systems to manage order modifications, returns, and refund processing. Serve as a primary point of contact for internal and external stakeholders, providing proactive communication and support to ensure flawless order execution. Generate and deliver performance reports and operational insights to inform strategic decisions. Manage content and inventory feeds to support omnichannel retail initiatives. Identify and resolve customer process issues, implementing corrective actions to enhance service delivery. Lead initiatives to automate order management, reduce return rates, and optimize shipping timelines. Collaborate with IT, Sales, Supply Chain, and Product teams to improve systems and streamline workflows. Ensure daily operations exceed customer expectations and contribute to team KPIs. Execute manual order entry and adjustments as needed. Evaluate wholesale inquiries and support emerging or developmental accounts to align with organizational priorities. Promote a positive and engaging workplace culture consistent with company values. Perform additional duties as assigned by leadership. Support eCommerce and Sales teams in shared goals & initiatives. HAVE FUN! Other duties as assigned by leadership. This position is a hybrid role, requiring 3 days per week on-site at our office located at 1719 Elizabeth Ave NW, Grand Rapids, MI 49504. The remaining workdays can be completed remotely, providing a flexible balance between in-office collaboration and remote work convenience. Candidates should be within commuting distance of our Grand Rapids location.

Requirements

Bachelor's degree or equivalent and demonstrated experience required.
1-3 years of professional experience in Sales, Customer Service, Operations, Procurement, Logistics, or a related field.
Demonstrated expertise in industry standards for retail replenishment, e-commerce, and customer service.
Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams).
Exceptional communication and problem-solving skills.
Ability to prioritize tasks, work independently, and collaborate effectively in team environments.
Demonstrated initiative, professionalism, and adaptability in dynamic settings.
Ability to adapt to an ever-changing environment of continuous improvement

Nice To Haves

Experience with e-commerce channels preferred.

Responsibilities

Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others.
Oversee the complete order-to-cash process for both Consumer and B2B orders, including trade partner portal management and manual interventions to ensure timely and accurate order flow.
Monitor and resolve order holds, pricing discrepancies, delayed shipments, and invoicing issues.
Maintain deep expertise in CR internal systems to manage order modifications, returns, and refund processing.
Serve as a primary point of contact for internal and external stakeholders, providing proactive communication and support to ensure flawless order execution.
Generate and deliver performance reports and operational insights to inform strategic decisions.
Manage content and inventory feeds to support omnichannel retail initiatives.
Identify and resolve customer process issues, implementing corrective actions to enhance service delivery.
Lead initiatives to automate order management, reduce return rates, and optimize shipping timelines.
Collaborate with IT, Sales, Supply Chain, and Product teams to improve systems and streamline workflows.
Ensure daily operations exceed customer expectations and contribute to team KPIs.
Execute manual order entry and adjustments as needed.
Evaluate wholesale inquiries and support emerging or developmental accounts to align with organizational priorities.
Promote a positive and engaging workplace culture consistent with company values.
Perform additional duties as assigned by leadership.
Support eCommerce and Sales teams in shared goals & initiatives.

Benefits

Generous Paid Time Off (PTO) plan that begins accruing upon hire for eligible Ambassadors
Culture Awards program with opportunities to win cash prizes or extra PTO in addition to company-wide recognition
Several paid holidays throughout the year
Employee Assistance Program
Growing family bonus & extra PTO for new parents
Referral Bonus program
401(k) program with a generous company match
A variety of health insurance plans with company contributions to premiums
Dental, vision, and other ancillary insurance coverages available
Company-paid Short-Term Disability coverage
Company-paid Life Insurance policy
Free product allowances & product discounts