What are the responsibilities and job description for the Customer Service Assistant / Assembly & Shipping position at CraftOptics?
We are looking for a Customer Support & Order Processing Specialist to join our team in Madison, Wisconain. In this role, you will be the first point of contact for our clients, providing exceptional service and support. You will handle inquiries, resolve issues, and ensure a positive experience for our customers. The ideal candidate will possess strong communication skills and a customer-focused mindset.
This role involves advising customers on the best CraftOptics products for their needs, providing post-purchase support, and ensuring smooth order processing. This position is located in our near east side office with customer interactions happening via phone, email, or web calls. If you're passionate about delivering excellent customer service and have a keen attention to detail, we'd love to hear from you!
Key Responsibilities :
Customer Support :
o Advise customers on CraftOptics product options, helping them select the best eyewear and lighting solutions based on their specific needs and preferences.
o Follow up with customers after they receive their orders, addressing any changes or adjustments needed to ensure satisfaction.
o Provide high-quality assistance over the phone, via online chat, and through web calls.
o Respond to all online and phone inquiries with professionalism and clarity, ensuring all customer concerns are resolved promptly.
Order Management :
o Accurately enter customer orders into the system and manage them through the fulfillment process.
o Contact optometrists to obtain customer prescriptions as needed and ensure Rx details are submitted to the lab.
o Follow up with customers to provide order updates and ensure their needs are met.
Communication & Documentation :
o Maintain excellent verbal and written communication at all times with customers, optometrists, and internal teams.
o Use CRM software and email tools to track customer interactions and ensure smooth follow-ups.
Product Inspection & Assembly (with Training) :
o Learn to inspect and assemble CraftOptics products, including eyewear and lights, ensuring all items meet quality standards before shipping.
o Package and prepare products for shipment, ensuring accuracy and timely delivery.
Shipping & Office Equipment Support :
o Print shipping labels, track shipments, and troubleshoot any issues related to shipping or office equipment.
o Ensure that products are packaged safely and shipped on time, following the company’s shipping procedures.
Qualifications :
Optical experience is required.
You must live in the Madison, Wisconsin area.
Excellent verbal and written communication skills, with the ability to handle customer inquiries professionally and clearly.
Excellent client services skills to foster positive relationships with customers.
Strong attention to detail and the ability to work independently.
Experience with CRM systems, email, and basic office software is a plus.
Ability to learn and adapt quickly, especially in product inspection and assembly processes.
Comfortable with minimal in-person customer interaction and mostly phone / online communication.
A proactive, problem-solving mindset to handle customer issues and ensure satisfaction.
Work Hours :
This is a part-time role with an estimated 12-15 hours per week, offering flexibility, with potential for increased hours.
If you have a passion for helping others and want to be part of a growing company, we'd love for you to apply!