FreshCut Paper

Customer Support

• Primarily support wholesale business as key point of contact for clients, processing orders and managing account needs.
• Handle higher-level wholesale support for key accounts, requiring strong organizational skills, accuracy, and professionalism.
• Process and edit customer orders in NetSuite and Shopify with precision, including large-volume and key account transactions.
• Ensure shipments meet customer-supplied routing specifications, vendor guides, and delivery deadlines.
• Troubleshoot and resolve customer inquiries, complaints, and issues in a professional and solution-oriented manner.
• Monitor orders to identify potential delays or errors and take corrective action to maintain high customer satisfaction.
• Assist the eCommerce team during peak seasons with increased order volume, website navigation, and online ordering support.
• Respond to customer inquiries via email, chat, and phone regarding product details, order status, and fulfillment issues.
• Resolve order issues including shipping, billing, and product concerns, and contact customers to confirm details as needed.
• Provide support for Accounts Receivable, including follow-up on outstanding balances when necessary.
• Build and maintain relationships with wholesale reps, buyers, and key account customers, delivering elevated service and proactive communication.
• Coordinate with internal departments (warehouse, operations, and sales) to ensure timely and accurate order fulfillment.
• Perform other reasonably related duties as assigned to support business needs.

Customer Experience Specialist