Order & Customer Support Specialist

Charm; Andover, Northern (MA, KY); Hybrid; USD 35,000 - 51,000; Full time

Job summary

Charm is seeking an entry-level Customer Service Representative I in Massachusetts to support order processing, inquiries, and issue resolution. This role serves as a liaison among customers, sales, and internal teams to ensure timely order fulfillment and high customer satisfaction.

The position emphasizes effective communication, multi-tasking, and collaboration across departments, with an hourly pay range of $25.25–$37.00 and overtime eligibility.

Qualifications

• High school diploma or GED.
• 0–2 years of customer service experience.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Strong customer service and problem-solving skills.
• Ability to work effectively in a team environment and collaborate across departments.
• Ability to manage multiple priorities and meet established deadlines.
• Experience with sales order processing systems or ERP software.
• Experience using customer service platforms such as Freshdesk or similar systems.

Responsibilities

• Process customer orders and follow up on order status and shipment activity.
• Respond to customer and sales representative inquiries received through email, Freshdesk, shared inboxes, and telephone communications.
• Provide customers with quotations, pricing information, and product-related documentation.
• Prepare export documentation and coordinate resolution of shipping and customs clearance issues with transportation providers.
• Answer incoming customer calls professionally and efficiently.
• Maintain and update customer accounts and contact information within company systems.
• Monitor daily order activity and prepare reports related to orders and shipments.
• Create and maintain blanket orders as required.
• Support relationships with domestic distributors and customers to ensure high levels of customer satisfaction.
• Utilize ERP systems, OCR technology, chatbot applications, and customer purchasing platforms to support order processing activities.
• Collaborate with Sales, Shipping, Production, Quality, and other departments to resolve customer issues and support business needs.
• Assist with special projects and provide departmental support as needed.
• Perform other duties as assigned to support departmental and organizational objectives.

Skills

Strong verbal and writtencommunication

MS Office proficiency (Word, Excel,Out

Attention to detail

Customer service and problem-solving

Team collaboration across departments

Multitasking and prioritization

Education

High school diploma or GED

Tools

Freshdesk

ERP systems

OCR technology

Chatbot applications

Customer purchasing platforms

Job description

Charm is seeking an entry-level Customer Service Representative I in Massachusetts to support order processing, inquiries, and issue resolution. This role serves as a liaison among customers, sales, and internal teams to ensure timely order fulfillment and high customer satisfaction.

The position emphasizes effective communication, multi-tasking, and collaboration across departments, with an hourly pay range of $25.25–$37.00 and overtime eligibility.