Customer Success Specialist

StencilFast is seeking a passionate, customer-centric professional to be the welcoming voice on the front line of our growing stencil business. You genuinely enjoy helping customers—whether that's a construction contractor calling in with a rush order, or a first-time customer who needs a hand navigating our website.

Location:

Roanoke, VA (must be able to reliably commute to the office)

Schedule:

Part-time (approx. 20-25 hours per week, with flexibility based on business needs)

Hourly Wage:

$20.00/hour starting wage About Us StencilFast is the industry leader in high-quality, precision-cut stencils for key industries, including road markings, airports, and athletic fields. You've probably seen our stencils in a fast-food drive thru-lane, on a busy airfield runway, or a local university's athletic field.

Our mission is simple:

we make getting custom and ready-made stencils fast, easy, and hassle-free. We're a fast-growing company built on innovation, collaboration, and a passion for exceeding customer expectations—and we have a lot of fun doing it. Who You Are You'll be at the heart of our customer experience, ensuring customers have an exceptional experience from the moment they inquire to the final delivery of their stencils. You're calm under pressure, organized by nature, and take pride in making every customer feel taken care of. As the primary point of contact, you will answer phone calls, respond to emails, manage quotes, and process orders. You'll partner closely with our Stencil Design team to assign orders and keep workloads balanced.

What You Will Do:

Be the friendly, professional first point of contact for inbound customer phone calls and emails related to stencil orders and questions. Help customers place orders over the phone, or walk them step-by-step through placing an order on our website. Coordinate with the Stencil Design team to assign and prioritize incoming orders — keeping workloads balanced across the team and meeting customer timelines. Manage the complete order lifecycle, from order intake to coordination with production and shipping teams. Accurately document customer requests, order specifications, and key details so nothing slips through the cracks. Provide top-tier customer support by answering product questions, troubleshooting issues, and following through until every concern is resolved. Develop accurate quotes for ready-made and custom stencils based on customer needs. Support return, exchange, and reorder processes according to company policies. Be a voice for the customer internally—sharing feedback, recurring questions, and ideas with leadership to help us keep getting better. What You Need 2+ years experience in customer service, order processing, or similar customer-facing role High school diploma required Excellent phone presence and strong written communication skills Highly collaborative and team-oriented—you genuinely enjoy working with others Comfortable in a fast-paced, customer-centric environment Adaptable and quick on your feet—priorities shift, and you roll with it Highly organized and detail-oriented with strong follow-through Strong technical skills—able to navigate websites, email, and order management tools with ease Nice-to-Haves (But Not Required): Associate's degree preferred Experience with order management software, CRM tools, or Google Suite Previous experience coordinating between customer-facing and production/design teams Why Join StencilFast? Industry Leader - You've seen our stencils on roads and airports across the country, now be part of the team making that happen. Team-oriented environment - Collaboration isn't a buzzword here, we support each other and operate this way every day. Flexible Part-Time Schedule - A great fit for someone looking for meaningful, engaging work with work-life balance. Competitive Benefits - Comprehensive health, dental, and vision insurance, generous 401k employer match, paid vacation and sick time, a week-long paid company closure at Christmas, and more! This isn't just a job—it's an opportunity to build a career in customer service with a company that not only values your hard work, but also your ideas. Ready to join us? Apply today!

AAP/EEO Statement:

StencilFast is an EEO Company. We prohibit discrimination and harassment of any type and afford equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or veteran status in accordance with applicable federal, state, and local laws.

Pay:

From $20.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person