Customer Support Specialist (remote)

EPS OPERATIONS, LLC

2d • $22 - $26 • Remote

About The Position

We are seeking a Customer Support Specialist who takes pride in delivering exceptional customer experiences through accuracy, empathy, and problem‑solving. This role plays a vital part in supporting our customers by managing inquiries, processing orders, and resolving complex or escalated situations with care and efficiency. You will work closely with internal teams to ensure every interaction reflects EPS’s commitment to service excellence.

Requirements

• A minimum of three years customer service-related work experience.
• Two years data entry and keyboarding experience.
• Proven ability to work within a multi-channel communication structure both internally and externally that includes email, phone and instant messaging/chat tools.
• Ability to key large volumes of alpha/numeric data accurately.
• Ability to perform business math calculations.
• Proficient in Microsoft Office products and Adobe Acrobat.
• Excellent written, verbal, and interpersonal communication skills.
• Problem-solving skills and ability to resolve discrepancies.
• Strong organizational skills and the ability to manage multiple tasks.

Nice To Haves

• Experience using NetSuite is a plus.

Responsibilities

• This role will be focused primarily on large and complex orders, account and contact maintenance, tax exemptions, digital commerce processing, and escalating internal and customer questions. As workload allows and business needs require, they will also act as first line of contact for standard cases and inquiries via phone, live-chat, or email. Receives, reviews, and accurately processes new orders and inquiries related to existing orders primarily related to key accounts, international accounts, and distributors. Examples include; ensuring completeness of documents and forms, providing order status, managing cancellations, and addressing more uncommon order needs.
• Liaison with the Sales Support team on any customer orders with special requests, large quantities, or complex shipping directives, and support delivery logistics communication to ensure an exceptional customer experience as part of major implementations.
• Monitors and reviews all digital commerce orders including ecommerce, Electronic Data Interchange (EDI), and PunchOut orders for completeness and accuracy prior to final approval and automation.
• Creates and maintains new and existing customer account and contact data, which includes address maintenance, hierarchy changes, duplicate cleanup, and managing organizational access for ecommerce purchasing.
• Reviews, processes, and maintains state-level tax exemption certificates and associated account and transaction updates.
• Provides courtesy Order follow up for customers to ensure smooth and successful receipt of ordered materials.
• Processes any necessary credits rebill, and replacement orders to meet customer needs within department policy.
• Supportstax, invoice or purchasing related questions as first point of contact.
• Strives to resolve all customer inquiries in the first customer interaction. When appropriate, warmly transitions customers to internal teammates to resolve needs outside of customer support team expertise.
• All full-time employees are expected to work a minimum of an eight hour workday Monday to Friday with a general expectation to work occasionally on weekends and/or evenings based upon direct customer or business needs.

Benefits

• We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
• Other rewards include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance, generous PTO, sick and paid holidays, as well as employer paid life and short & long term disability insurance.
• We provide you with a laptop for your home office and a flexible remote-first work culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed