Customer Service Specialist I

Envision LED Lighting; Houston, Northern (TX, KY); On-site; USD 22,000 - 31,000; Full time

Job summary

Envision LED Lighting in Houston, TX is seeking a dependable Customer Service Specialist to support homeowners, contractors, distributors, and businesses with orders, product questions, returns, RMAs, and warranties. The role emphasizes phone, email, and chat-based service and requires accurate order entry in NetSuite.

You will learn the product line to offer knowledgeable guidance, provide shipping and tracking updates, and collaborate with Production and Shipping on inventory and schedules.

Qualifications

• Experience in customer service with phones, emails, and chats.
• Comfort with order entry, returns, RMAs, and warranties.
• Able to learn product knowledge and troubleshooting.
• Experience with NetSuite or similar ERP.
• Bilingual English/Spanish preferred.

Responsibilities

• Answer incoming calls, emails, and chats professionally and promptly.
• Assist customers with new orders, order status, product questions, returns, RMAs, warranties, and general support.
• Learn Envision LED Lighting's products and terminology to provide knowledgeable customer assistance.
• Process customer orders accurately in NetSuite.
• Provide customers with accurate order, shipping, return, and tracking updates.
• Route more complex technical questions to the appropriate internal team member or technician.
• Communicate with Production and Shipping regarding inventory and order requirements.

Skills

Phone support

Order entry

NetSuite

CRM software

Ticketing systems

Microsoft Office

Bilingual English/Spanish

Tools

NetSuite

Front

CRM software

ERP software

Ticketing platforms

Job description

Customer Service Specialist - Lighting & Order Support**Envision LED Lighting | Houston, TX 77040****Full-Time | Onsite / In-Person | Monday-Friday - 1st Shift Operations****Pay: $19.00****About the Role:**Envision LED Lighting is seeking a dependable, professional, and customer-focused **Customer Service Specialist** to join our Houston team.This position supports customers and our distribution center operation with a strong emphasis on **phone, email, and chat-based customer service, order entry support, returns/RMAs, and problem resolution**.This role is an important point of contact for our customers. You will assist homeowners, contractors, distributors, and business customers with orders, product questions, returns, warranties, and general support.**Responsibilities*** Answer incoming customer calls, emails, and chats professionally and promptly.* Assist customers with new orders, order status, product questions, returns, RMAs, warranties, and general support.* Learn Envision LED Lighting's products and terminology to provide knowledgeable customer assistance.* Process customer orders accurately in NetSuite.* Prepare product quotes based on customer needs.* Help customers identify appropriate products and solutions by asking the right questions.* Provide basic troubleshooting assistance for common lighting and product issues.* Route more complex technical questions to the appropriate internal team member or technician.* Communicate with Production and Shipping regarding inventory, order requirements, shipping schedules, returns, and customer needs.* Provide customers with accurate order, shipping, return, and tracking updates.* Manage customer service inquiries and tickets through Front.* Assist business customers with account setup and ongoing account support.* Process warranty registrations, returns, and RMAs.* Follow up on open customer issues and take ownership of resolving them.* Maintain accurate records of customer communications, orders, quotes, returns, and account activity.* Support Sales and Marketing with requests for samples, brochures, catalogs, demonstrations, and related materials.* Perform additional customer service and account-support duties as needed.## Qualifications**Qualifications*** Previous customer service experience, preferably involving **phones, order entry, distribution, product support, or technical products**.* Comfortable handling a consistent volume of incoming customer calls, emails, and chats.* Strong verbal and written communication skills.* Professional and confident when communicating with customers.* Strong attention to detail and order-entry accuracy.* Ability to learn new products, software, terminology, and processes quickly.* Strong problem-solving skills and willingness to take ownership of customer issues.* Ability to multitask and prioritize customer requests in a fast-paced environment.* Experience using CRM, ERP, ticketing, customer service, or order-management software.* Comfortable learning basic product troubleshooting and technical support.**Preferred Experience****Experience in any of the following is a plus:*** LED lighting, electrical products, electronics, fixtures, lamps, recessed lighting, retrofits, or controls* Technical or product-based customer service* NetSuite* Front or similar customer service/ticketing platforms* Order processing and quoting* Returns, warranties, and RMAs* Microsoft Office* Distribution or warehouse-related customer service* **Bilingual English/Spanish**