Customer Experience Specialist

FreshCut Paper is a rapidly growing, always changing and evolving design forward startup. It was created by renowned designer Peter Hewitt in 2020. Our life-sized pop-up floral bouquets consist of whimsical and breathtaking blooms that are wilt-proof and crafted to last a lifetime.  Our paper sculptures are affordable, environmental, artful, and lasting. We are poised to take a bite out of the $8 billion fresh cut flower industry and the $6 billion greeting card market. Our product is a compelling, contemporary, alternative way to send flowers. Beyond having a fraction of the carbon footprint of imported flowers, we plant a tree for every bouquet sold, and partner with 1% for the Planet, an organization and global movement that tirelessly works to tackle our planet’s most pressing environmental issues. Our beautiful office is located in the historical Bradford Mill alongside a community of start-ups and artists. We are seeking a detail-oriented, customer-focused Customer Experience Specialist to join our team. This role is primarily dedicated to supporting our wholesale business, serving as a key point of contact for clients by processing orders, managing account needs, and ensuring a seamless customer experience. The position will also handle higher-level wholesale support for key accounts, requiring strong organizational skills, accuracy, and professionalism. While the focus is on wholesale, this role also requires flexibility to assist the eCommerce team during peak seasons, helping to manage increased order volume and maintain our high service standards. The ideal candidate is proactive, adaptable, and passionate about building and maintaining strong customer relationships. Key Responsibilities: Serve as a point of contact for wholesale customers, providing exceptional service and support across accounts. Process and edit customer orders in NetSuite and Shopify with precision, including large-volume and key account transactions. Ensure shipments meet all 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 with eCommerce orders and customer inquiries during peak seasons. Including assisting with website navigation and online ordering. Respond to customer inquiries via email, chat, and phone regarding product details, order status, and fulfillment issues, with a focus on relationship building. 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. Requirements High school diploma or equivalent; college coursework or degree preferred. 3+ years of customer service experience in retail, eCommerce, wholesale, or hospitality. Strong computer proficiency, including familiarity with Google Drive and related applications. Excellent verbal and written communication skills, with the ability to handle customer interactions professionally and effectively. Proven ability to work as a self-starter in a collaborative team environment, adapting to changing priorities and tackling new challenges daily. Experience with NetSuite and Shopify strongly preferred; ability to learn new systems quickly. Prior experience supporting wholesale or key account customers, including managing vendor guides and routing requirements. Knowledge of ERP/CRM systems and best practices in order management. Background in multi-channel customer service, including wholesale and eCommerce Demonstrated success in problem-solving and process improvement within a fast-paced environment. Strong organizational skills with the ability to prioritize, multitask, and manage deadlines. Benefits Why Join Us? Hands-on exposure to a rapidly growing business A fast-paced, creative, and collaborative environment A role with room to grow and evolve as the company scales Competitive benefits including Medical, Dental, Life Insurance, IRA with company match and more!