Job Title: Customer Service Associate (Remote)
Employment Type: Independent Contractor
Schedule: Full-time, Eastern U.S. business hours
Compensation: $900–$1,000 USD/month
Department: Customer Service
Reports to: Customer Service Manager
About the Role
We're looking for a Customer Service Associate who enjoys helping customers, solving problems, and keeping things moving behind the scenes. In this role, you'll be a key point of contact for customers and internal teams, helping ensure orders are processed accurately, questions are answered promptly, and issues are resolved with care and urgency.
The ideal candidate is a strong communicator who takes ownership, stays organized, and can confidently handle a variety of customer needs - from product and order questions to delivery updates and issue resolution. You'll also work closely with Sales, Production, Shipping, Art, and Marketing teams to ensure customers receive a smooth and positive experience.
As you gain familiarity with the business and processes, you'll also have opportunities to support and guide less experienced team members.
What You'll Do
Customer Communication & Support
- Respond promptly and professionally to customer inquiries via phone and email.
- Provide accurate information regarding product specifications, order status, lead times, pricing, and delivery.
- Strive for First Call Resolution by taking ownership of customer concerns and working toward timely solutions.
- Set clear and realistic expectations with customers regarding issue resolution and timelines.
- Assist customers with new orders, repeat orders, and modifications to existing orders.
- Keep customers and Sales Representatives informed of production schedule changes, shipment delays, or other important updates.
- Build positive customer relationships through clear, professional, and solutions-focused communication.
Order Processing & Coordination
- Enter customer orders and revisions accurately and in real time when needed using Acumatica.
- Review order details to ensure information is complete and accurate.
- Coordinate with Art and Marketing teams regarding artwork changes, proofs, and sample requests.
- Work with internal teams to ensure customer requirements and timelines are clearly communicated.
Quality & Issue Resolution
- Handle customer concerns related to product quality, quantity, or delivery.
- Document customer claims and issues accurately using HubSpot.
- Follow up with customers to ensure concerns are fully resolved and expectations are met.
- Use sound judgment and available resources to de-escalate challenging customer situations.
- Identify recurring issues and communicate opportunities for process or service improvements.
Logistics & Delivery Coordination
- Coordinate with the Shipping team regarding deliveries, pickup schedules, and special freight requirements.
- Provide customers and internal teams with timely and accurate delivery information.
- Help ensure orders move smoothly from processing through delivery.
Internal Collaboration
- Partner closely with Sales Representatives to understand customer requirements, priorities, and timelines.
- Collaborate with Production and other internal teams to ensure orders contain accurate and complete information.
- Contribute to cross-functional projects and process improvements that enhance efficiency and customer satisfaction.
- Serve as a helpful resource to teammates by sharing knowledge, guidance, and best practices.
What We're Looking For
- Strong written and verbal communication skills.
- Customer-focused mindset with a genuine interest in helping people.
- Excellent problem-solving and critical-thinking abilities.
- Strong attention to detail and organizational skills.
- Ability to manage multiple customer requests and priorities in a fast-paced environment.
- Comfortable taking ownership of issues from initial inquiry through resolution.
- Professional and confident when communicating with customers, including during challenging situations.
- Ability to collaborate effectively with Sales, Production, Shipping, and other internal teams.
- Experience with CRM, ERP, or order-management systems is a plus.
- Familiarity with HubSpot and/or Acumatica is an advantage, but training can be provided to the right candidate.
What Success Looks Like
In this role, success means customers feel heard, supported, and confident that their orders are being handled correctly. You'll bring a combination of customer service, problem-solving, attention to detail, and ownership to every interaction while helping the broader team deliver a reliable and positive customer experience.
Additional Requirements: Consistent, reliable, and punctual attendance, along with flexibility to support other duties and responsibilities as needed.
