Customer Service Representative (Weekdays / Part Time)

Our Customer Service Specialist is responsible for all customer-facing communication which includes both our professional and personal customers.

Our products have a large number of possible configurations (make, model, size, depth, color, finish, etc.) and our customers have very specific needs. This means they often want detailed questions about our products answered prior to making a purchase.

This large ability to configure our products also leads to customers placing orders that are either technically not possible or missing key information required to complete the order.

This entails a mix of proactive and reactive customer outreach across multiple channels such as email, online messages, social media, and phone.

All customer outreach is tightly measured. This means service interactions must happen promptly, be at the highest professional standards for thoughtful problem-solving as well as written communication, and drive business outcomes like generating a sale or avoiding a customer complaint in the future.

Our Customer Service Specialist will take strong ownership of all customer interactions, turning problems into solutions, clarifying important details, and working diligently with customers to deliver an experience that keeps them coming back.

1. Responding to inbound customer inquiries promptly & professionally
2. Proactively following up with incomplete orders
3. Proactively following up with delivery issues
4. Missing / incorrect addresses
5. Package arrived damaged
6. Preparing price quotes
7. Sending invoices for payment
8. Responding to negative marketplace reviews
9. Creating customer orders
10. Updating and editing product listings on our website and marketplace platforms
11. Adding new products to our website and marketplace platforms
12. Administrative tasks in support of company founder

1. Thrives in fast-paced environment
2. Quick learner
3. Strong and empathetic written communication
4. Careful attention to detail
5. Meticulous with follow-up
6. Organized and always planning
7. Interested in learning about a new business / industry
8. Contagiously positive attitude and personality
9. Interest in AI tools like ChatGPT or Stable Diffusion

Spot Industries is a cutting-edge manufacturer of plastic and bioplastic products for home and work. We use advanced 3D printing technology to solve a wide range of problems for our clients that can't be solved using traditional plastic manufacturing processes. Our products are stronger, lighter, and available in more colors and finishes than traditionally manufactured plastic products. They're also biodegradable thanks to the use of plant-based bio-plastics that can be composted in commercial facilities.

We sell our products exclusively online through multiple sales channels including our website. We sell directly to both consumers and professionals in the interior design, architecture, and tradeshow fields.

Spot Industries was founded in 2020 and operates a production facility located in Frederick, Maryland. We are a true family business and have founded multiple successful technology businesses over the years. We are actively scaling Spot Industries due to strong customer demand.

This is a great opportunity to join a true startup and personally help build a company. Our products have a good fit in the marketplace but we need help defining a best-in-class service organization that delivers fast, five-star customer service to all our customers, big or small.

As a founding member of our Customer Experience team, you will have the opportunity to improve the execution of existing customer service procedures, optimize those procedures, and help define the playbook that makes our customer engagement noticeably better than our competitors.

As part of a real startup, this role requires you to strike the careful balance between digging in and relentlessly executing while also helping level up procedures, playbooks, and the role roadmap to scale with the company's growth.

Along the way, you will get first-hand experience with a cutting-edge industry - 3D printing - and the opportunity to learn from a technical founder who played a key part in taking Uber Eats from 5 cities to a global food delivery giant.

Monday - Friday - 9am - 12pm (in office)

Additional hours and/or flexible scheduling available for the right candidate!

5715 Industry Lane, Frederick, MD, 21704

Applicants must disclose any/all concurrent work obligations during the application process.