Customer Service Specialist

Company Overview:
JD’s House of Trophies is so much more than trophies, and we are GROWING! We specialize in creating high-quality, customizable awards, gifts, and promotional products. As a service-disabled veteran-owned business, we take pride in delivering exceptional products and experiences to our customers. If you’re looking for a career that lets you tap into your creative side while offering stability and a flexible work environment, this could be the perfect opportunity for you.

Job Overview:
The Customer Service & Retail Engraver position is a dual role combining the responsibilities of customer service and production. Your time will be split between interacting with customers and creating personalized products, with the ratio depending on factors like the time of year, production demands, and customer order volume. Flexibility, adaptability, and creativity are key to success in this role. You will also utilize QuickBooks Online for invoicing and payment processing, adding an administrative component to your responsibilities.

Schedule:

• Full-Time
• 8-hour shifts: Monday - Friday, 8 AM to 5 PM

Pay Rate:

• $18.75 – $19.75/hour, based on experience
• Hourly position without overtime

Benefits:

• Flexible work environment
• 10 days paid vacation per year after a 60-day probationary period (vacation days do not roll over)
• Family Education and Scholarship Program through the Awards & Personalization Association
• Supplemental Accident Insurance available upon request
• Employee & Family discounts available

Key Responsibilities:

Customer Service:

• Act as a liaison for new and returning customers.
• Prepare and submit detailed estimates to customers for approval.
• Suggest products and services designed to enhance the customer’s experience.
• Prepare and submit sales orders for job processing and production.
• Utilize internal Customer Relationship Management (CRM) software for customer work orders, estimates, & online for invoicing.
• Write up customer orders accurately, ensuring all personalization details are correct.
• Assist customers in-store, helping with product selections and answering questions.
• Follow up on customer orders, addressing concerns, changes, and order status updates.

Engraving & Production:

• Operate engraving machinery (laser, rotary, etc.) to create custom products such as awards, plaques, trophies, medals, personalized drinkware and gifts.
• Learn and Utilize CorelDraw and other design software to create unique, personalized engraving designs.
• Perform quality control checks to ensure all engraved products meet high-quality standards.
• Package and ship customer orders, ensuring proper documentation and timely delivery.
• Stay updated on design trends and collaborate with the team to create new product offerings.

Administrative & Other Duties:

• Keep the work area clean and organized, adhering to safety and operational procedures.
• Provide feedback to streamline production processes and improve customer experiences.

Qualifications:

• Excellent attention to detail, particularly grammar and spelling.
• Previous experience in customer service, sales, or engraving is a plus.
• Proficiency with CorelDraw, QuickBooks Online (experience with QuickBooks Online is a plus), Gmail & Google office applications, basic computer skills.
• Strong communication skills with exceptional phone and email etiquette.
• Creativity and an eye for design, with an interest in learning engraving techniques.
• Ability to multitask, work independently, and manage time effectively in a fast-paced environment.
• Experience with inventory management, order fulfillment, or working with business customers is a bonus.

Why Join Us?
This role offers a unique opportunity to combine creativity and customer service while enjoying a stable schedule with no evenings, weekends, or overtime. Join our team and be part of a growing company that values your contributions and invests in your professional development.