Customer Service Specialist

Email Customer Service

Location: Franklin, MA

Pay: $22-25/hour

Schedule: Full-Time | Monday-Friday, 8:00 AM - 4:30 PM | Onsite

Key Responsibilities and Requirements:

• Order tracking
• Review purchase orders
• Investigating orders not received
• Coordinating with warehouse to obtain updates on missing items
• Willing to go between office and warehouse for role
• Good customer service skills
• Epicore or similar ERP experience

Customer Service Specialist focusing on email inquiries from customers support our growing network of members and vendors.

This position is a key touchpoint between our internal team and our members. You'll help track orders, maintain systems, and ensure accurate communication across multiple platforms. You'll also support our Member Shows and key meetings throughout the year 1-2x per year.

This is a great opportunity for someone who thrives in a fast-paced, team-driven environment, enjoys working with both individuals and businesses, and is passionate about customer/member service excellence.

Why this role?

• Positive and collaborative small-office team environment
• Hands-on training and exposure to multiple areas of the business
• Access to company-wide events, shows, and industry networking
• Comprehensive benefits package available

Key Responsibilities:

• Communicate with members via phone and email (inbound & outbound) - primarily over email
• Respond to daily member inquiries-volume varies
• Manage order tracking, updates, and backorder cancellations
• Assist with onboarding new members and maintaining accurate member data
• Help prepare for and participate in Member Shows & Meetings
• Maintain internal databases, product records, and promotional data reports
• Coordinate with vendors and internal teams to ensure service excellence
• General administrative support and cross-functional team assistance as needed

Qualifications:

• High School Diploma or equivalent
• 2+ years in customer or member service, logistics, Supply chain or administrative roles
• Strong MS Office skills and familiarity with CRM systems
• Exceptional organizational skills and high attention to detail
• Strong communication skills (verbal and written)
• Self-motivated, reliable, and team-oriented
• Comfortable working in a small, collaborative office setting

A Typical Day May Include:

• Answering and making calls to members to assist with order statuses and product availability
• Managing spreadsheets and CRM data for accurate reporting
• Supporting the Promotions & Member Services team with administrative tasks
• Participating in prep work for upcoming trade shows or events
• Collaborating across departments to ensure timely service for members

About the Team:

• You'll report to the Senior Manager of Pricing, Promotions, & Member Services
• Work alongside a small but mighty Member Services team
• Your role is opening due to team growth and increased member demand
• Ready to grow your career with a company that values your contributions, promotes from within, and believes in delivering excellence to its members?