Comfort Research ยท 3 weeks ago
Customer Support Specialist II
Grand Rapids,MI,US
Full-time
Hybrid
Entry, Mid Level
1+ years expComfort Research is a leading company in the furniture industry, seeking a Customer Support Specialist II to enhance customer experience through effective order management. The role involves overseeing the order-to-cash process, collaborating with various teams, and driving continuous improvement in operations.
ComputerManufacturingProduct Design
Responsibilities
Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others
Oversee the complete order-to-cash process for both Consumer and B2B orders, including trade partner portal management and manual interventions to ensure timely and accurate order flow
Monitor and resolve order holds, pricing discrepancies, delayed shipments, and invoicing issues
Maintain deep expertise in CR internal systems to manage order modifications, returns, and refund processing
Serve as a primary point of contact for internal and external stakeholders, providing proactive communication and support to ensure flawless order execution
Generate and deliver performance reports and operational insights to inform strategic decisions
Manage content and inventory feeds to support omnichannel retail initiatives
Identify and resolve customer process issues, implementing corrective actions to enhance service delivery
Lead initiatives to automate order management, reduce return rates, and optimize shipping timelines
Collaborate with IT, Sales, Supply Chain, and Product teams to improve systems and streamline workflows
Ensure daily operations exceed customer expectations and contribute to team KPIs
Execute manual order entry and adjustments as needed
Evaluate wholesale inquiries and support emerging or developmental accounts to align with organizational priorities
Promote a positive and engaging workplace culture consistent with company values
Perform additional duties as assigned by leadership
Support eCommerce and Sales teams in shared goals & initiatives
Qualification
Required
Bachelor's degree or equivalent and demonstrated experience required
1-3 years of professional experience in Sales, Customer Service, Operations, Procurement, Logistics, or a related field
Demonstrated expertise in industry standards for retail replenishment, e-commerce, and customer service
Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
Exceptional communication and problem-solving skills
Ability to prioritize tasks, work independently, and collaborate effectively in team environments
Demonstrated initiative, professionalism, and adaptability in dynamic settings
Ability to adapt to an ever-changing environment of continuous improvement
Preferred
Experience with e-commerce channels
Benefits
Generous Paid Time Off (PTO) plan that begins accruing upon hire for eligible Ambassadors
Culture Awards program with opportunities to win cash prizes or extra PTO in addition to company-wide recognition
Several paid holidays throughout the year
Employee Assistance Program
Growing family bonus & extra PTO for new parents
Referral Bonus program
401(k) program with a generous company match
A variety of health insurance plans with company contributions to premiums
Dental, vision, and other ancillary insurance coverages available
Company-paid Short-Term Disability coverage
Company-paid Life Insurance policy
Free product allowances & product discounts
Company
Comfort Research
Comfort Research is a product design and manufacturing company.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Matt Jung
Co-Founder
Scott Johnson
Chief Financial Officer
Company data provided by crunchbase