Customer Operations Specialist

Job Description

Our client is a leading designer and manufacturer of innovative mounting solutions for AV / IT technology and is seeking a dedicated Customer Service / Sales Operations Specialist for a hybrid role focusing on customer satisfaction across all sales channels.

This position also supports the North American sales teams (both Outside and Inside Sales) with all internal and external customer service and sales operations responsibilities.

Duties and Responsibilities

• Ensure customer satisfaction across all three customer tiers.
• Manage new account setups (credit references, reseller certifications, etc.).
• Oversee the online chat portal for the North American website.
• Provide sales and freight quotes to direct resellers and end users.
• Recommend potential products or solutions to customers.
• Communicate with customers via telephone and email.
• Maintain basic product knowledge.
• Assist with warranty and support issues related to key accounts.
• Document support issues in the CRM and communicate with the VP and AU team.
• Identify issues that require advanced support from the Technical Support or Sales teams.
• Coordinate outbound logistics with the U.S. warehouse (purchase orders, demo units, RMAs, warranties).
• Provide basic sales operations support, including EDI accuracy, SPA agreements, inventory checks, SKU clarification, and handling general inquiries.
• Process purchase orders and manage order invoicing.
• Collaborate with the 3PL provider on order processing, inventory management, and returns.
• Perform additional duties as assigned by the Chief Revenue Officer (CRO).

Requirements

• Proficiency in Microsoft Office Suite.
• 1-3 years of experience in Customer Service or Inside Sales, ideally with hardware or manufactured goods.
• Familiarity with CRM tools (e.g., HubSpot, Salesforce).
• Strong active listening skills.
• Ability to contribute individually while supporting team goals.
• Excellent multitasking, prioritization, and time management skills.
• Strong verbal and written communication skills.
• Excellent organizational skills.
• Comfortable with high call volumes (both inbound and outbound).
• Strategic thinker with a problem-solving mindset.

Requirements

Options for remote work but must have the ability to come into the NYC office as needed for meetings. Ultra High-End Residential Audiovisual and Smart Home designs, working with high net-worth family offices, architects, home designers, and the internal design team.

Supervisory experience a must- will have 5 direct reports. Residential AV experience is required, ideally a minimum of 5 years.

Experience with design for large-scale residential AV projects, $200,000 or higher.