Customer Service Operations Specialist

ORACLE Lighting; Metairie (LA); On-site; USD 40,000 - 60,000; Full time

Job summary

ORACLE Lighting is seeking a Customer Service Operations Specialist to support both retail and business customers, manage replacements and returns, and keep customer data current. The role includes handling inboxes with AI-assisted drafts, assisting with phone queues, and coordinating with warehouse, sales, and tech teams.

You will report to the CX Manager and help maintain accurate records while delivering friendly, proactive service in a fast-paced environment.

Qualifications

• Experience in customer service, account support, or order management.
• Excellent written and verbal communication.
• Strong attention to detail; keep orders and records accurate.
• Strong problem-solving with a calm, positive attitude.
• Strong organizational skills across several systems.
• Proficiency with CRM, ticketing, or ERP tools; Microsoft Office or Google Workspace.
• Flexibility and a team-first mindset.

Responsibilities

• Inbox: keep customer inbox moving, aided by an AI assistant that drafts replies.
• Account Relationships: build real relationships; keep account info up to date.
• Documentation and Insights: log claims, returns, and interactions in CRM; share trends.
• Process Improvement: propose simplifications to processes for customers.
• Making It Right: handle replacements and returns for fast, fair resolutions.
• Phone Support: answer calls with a friendly voice and provide accurate product/order info.
• Email Coverage: support emails in ticketing system during peak.
• Cross-Team Teamwork: collaborate with warehouse, sales, tech and other departments.
• Team Culture: follow playbook while adding personal touch.

Skills

Customer service

Account support

Order management

CRM systems

Communication skills

Problem solving

Organization

Tools

CRM software

Ticketing systems

ERP tools

NetSuite

Shopify

Job description

Light Up Someone's Day. Every Day.

ORACLE Lighting makes some of the boldest LED lighting and accessories in the automotive aftermarket, the kind of gear that turns heads and builds passionate fans. We're looking for a Customer Service Operations Specialist who brings that same energy to our customers and our team.

This role is part of our Customer Service team, supporting both our retail and business customers. You will help customers with replacements and returns, keep customer account information current, and keep our customer inbox moving with help from an AI assistant. You will also jump in on retail calls and help with the phone queue and ticketing system. You will report to our Customer Experience (CX) Manager.

If you love solving problems, enjoy working with both people and smart tools, and want to be the reason a customer's day gets better, we want to talk to you.

Primary Responsibilities

Most of your time will go to keeping orders flowing and making sure customers get what they need.

• Inbox: Keep our customer inbox moving, with help from an AI assistant that sorts emails and drafts replies, so every customer gets an accurate, quick response.
• Account Relationships: Build real relationships with our customers through proactive, clear, and friendly communication, and keep their account information accurate and up to date.
• Documentation and Insights: Log claims, returns, and interactions in our CRM, and share trends and customer feedback with the CX Manager and sales team.
• Process Improvement: Share ideas on where our processes can be simpler or work better for customers.
• Making It Right: Be the person customers can count on when a product doesn't work out. You'll help them with replacements and returns, and work with our team to get them a fast, fair resolution.

Secondary Responsibilities

When things get busy, you are a flexible teammate who helps wherever customers need us.

• Phone Support: Answer customer calls with a friendly voice, share accurate product and order information, and solve problems on the spot.
• Email Coverage: Help cover the emails in our ticketing system during peak times.
• Cross-Team Teamwork: Partner with warehouse, sales, tech, and other departments to get customers what they need.
• Team Culture: Follow our playbook while bringing your own personality, and help build a team where everyone supports each other.

What You Bring

• Experience in customer service, account support, or order management.
• Excellent written and verbal communication, whether on a call or in an email.
• Strong attention to detail and the ability to keep orders, claims, and records accurate.
• Sharp problem-solving instincts and a calm, positive attitude when things get busy.
• Strong organizational skills and comfort juggling several systems and queues at once.
• Proficiency with CRM, ticketing, or ERP tools, plus Microsoft Office or Google Workspace.
• Flexibility and a team-first mindset.

Bonus Points For

• Experience with warranty claims or returns processing.
• Hands-on knowledge of NetSuite, Shopify, or a similar ERP or e-commerce platform.
• Experience in a call center or phone queue environment.
• Experience using AI tools in a work setting.

The Day-to-Day

This is a standard in-office setup with a computer, a headset, and a phone as your main tools. You will be sitting or standing for extended periods, and occasionally lifting light office materials or product samples (up to 15 lbs).

How We'll Know You're Crushing It

• Quick, timely responses on the inbox, customer requests, and phone queue.
• Replacements and returns resolved accurately and on time.
• Customers who feel supported and keep coming back.
• Clean documentation and consistent follow-through on procedures.
• Great feedback from customers and teammates alike.