We're looking for an organized, detail-oriented, and tech-savvy Customer Service Representative to support our Brand & Operator Accounts division. This role will serve as a primary point of contact for customers, handling incoming emails, phone calls, and online chats while helping customers place orders, answering product questions, resolving issues, and ensuring each request gets to the right person within our company. Unlike a traditional sales position, this role is focused primarily on customer service, communication, order processing, and internal coordination. You'll be responsible for processing orders within your assigned division while identifying and routing inquiries that belong to other account types or sales channels to the appropriate representative. This is a full-time, in-office role in Venice, FL — ideal for someone who communicates exceptionally well, enjoys helping customers, is highly organized, and is comfortable working inside CRM and other online business systems. Our environment moves quickly, and this person must be able to manage multiple conversations, orders, and priorities at once while keeping information accurate and ensuring nothing falls through the cracks. Position Details

Schedule:

Monday-Friday, 9:00 AM - 5:00 PM ET

Location:

In-Office - Venice, FL

Employment Type:

Full-Time, Hourly

Compensation:

Hourly pay + quarterly bonus opportunities based on individual and company performance Responsibilities

• Serve as a primary point of contact for incoming customer communications across email, phone, and online chat
• Respond to customers professionally, clearly, and promptly while maintaining a high level of customer service
• Assist Brand & Operator customers with placing new and repeat orders
• Create and process customer orders accurately, ensuring all necessary product specifications, quantities, artwork information, shipping details, and customer requirements are complete
• Review incoming requests and determine the appropriate account classification, division, or representative responsible for the customer
• Route inquiries, leads, and existing customer requests that fall outside of the Brand & Operator division to the appropriate internal representative
• Maintain a strong working understanding of our account classification structure so customer inquiries are assigned correctly
• Learn and maintain extensive knowledge of our custom product line, including product specifications, case quantities, minimums, lead times, artwork requirements, available options, and manufacturer-specific requirements
• Answer customer product questions and help guide customers toward the appropriate product or ordering process based on their needs
• Prepare quotes and order information when required as part of the customer ordering process
• Monitor active orders and customer requests to ensure they continue moving through the proper internal process
• Proactively communicate order updates, questions, delays, required approvals, artwork needs, or other issues to customers
• Help resolve customer service issues that arise before, during, or after an order
• Coordinate with purchasing, production, accounting, logistics, sales, and other departments when necessary to resolve customer questions or order issues
• Maintain accurate and complete information within Zoho CRM and other Zoho One systems, including accounts, contacts, communications, quotes, deals, orders, notes, tasks, and follow-up activity
• Document customer conversations and actions clearly so other team members can easily understand the history and current status of an account or order
• Follow established CRM workflows, processes, account classifications, and internal procedures
• Keep customer requests, open items, orders, and follow-ups organized so nothing falls through the cracks
• Build and coordinate product sample boxes when requested
• Identify recurring customer questions, issues, or process gaps and communicate them internally so we can continue improving the customer experience
• Support the sales team by ensuring incoming customer inquiries are properly documented, classified, and routed when sales involvement is needed What We're Looking For
• Exceptional written and verbal communication skills
• Professional and confident phone presence
• Strong email communication skills, including the ability to clearly explain information, ask the right questions, and communicate professionally with customers
• Previous customer service, order processing, account support, administrative, or other customer-facing experience
• Strong organizational skills and the ability to manage multiple conversations, orders, follow-ups, and priorities simultaneously
• High attention to detail, particularly when entering orders, reviewing product specifications, documenting customer requirements, and maintaining CRM records
• Comfortable working extensively inside a CRM system
• Ability to follow defined CRM processes and keep records consistently accurate and up to date
• Tech-savvy and comfortable learning new online systems, software, spreadsheets, and internal workflows
• Ability to learn a large and detailed product catalog and retain product-specific information
• Ability to learn and apply our account classification system when determining where customer inquiries belong
• Strong problem-solving skills and the ability to work through customer issues calmly and professionally
• Ability to recognize when a request can be handled independently and when it needs to be escalated or routed to another team member
• Self-motivated and able to stay productive without needing constant direction
• Reliable follow-through and a strong sense of ownership over customer requests
• Positive attitude and willingness to work within a small, fast-moving team environment
• Adaptable and comfortable working within processes that continue to evolve as the company grows Bonus Points If You Have
• Experience using Zoho CRM, Zoho Books, or the Zoho One suite
• Experience in B2B customer service or order processing
• Experience in foodservice, hospitality, restaurants, packaging, promotional products, printing, or custom branded products
• Experience working with custom products that require detailed specifications or artwork
• Familiarity with custom printing, branding, packaging, or artwork requirements
• Experience reviewing purchase orders, quotes, sales orders, or other order documentation
• Digital design knowledge or comfort reviewing basic artwork files
• Experience working in a role that required routing customers or inquiries between multiple departments or account types What You'll Get
• Full-time hourly position with consistent Monday-Friday hours
• Quarterly bonus opportunities
• Hands-on training in our products, systems, account classifications, and order processes
• Extensive experience working within CRM and business management systems
• Small, close-knit team where communication and organization have a direct impact on the company
• Opportunity to become highly knowledgeable in custom printed packaging and branded products
• A growing company where strong performers have opportunities to take on additional responsibility over time
• A fast-moving environment where dependable, organized people can make an immediate impact If you're someone who genuinely enjoys helping customers, communicates clearly, stays organized even when there are a lot of moving pieces, and likes making sure things are handled correctly from start to finish, we'd love to meet you.

This role is a great fit for someone who wants to become the person customers and team members can rely on — someone who knows the products, understands the systems, keeps orders moving, and makes sure every customer reaches the right person and gets the help they need.

Job Type:

Full-time Pay:

$25.00 per hour

Work Location:

In person