Provide courteous and efficient assistance to customers via various channels including phone, email, tickets and live chat, addressing inquiries, order-related questions, and concerns.
Assist customers in providing preliminary information about the product catalog.
Maintain a comprehensive understanding of our products and services, helping customers choose the right options and providing information on product specifications and customization.
Support customers in placing orders, modifying existing orders, and ensuring accurate order details, pricing, and shipping information.
Assist customer with file checking, correction, adapting to the product features selection and ensuring their projects/design meet the internal printing standards.
Investigate and resolve customer issues/complaints, including order discrepancies, file upload errors, damaged products, payment options inquiries or delivery delays, with a focus on timely resolution and customer satisfaction.
Assist customers with any technical issues related to our online ordering platform, guiding them through the process and troubleshooting as needed.
Ensure that all customer interactions meet or exceed company standards for quality, professionalism, and customer satisfaction.
Gather customer feedback, suggestions, and complaints, and share insights with the relevant teams to improve our products and services continually.
Maintain accurate records of customer interactions, orders, and issues in our CRM system (Zendesk).

Hands-on experience with design software (e.g., Adobe Creative Suite).
Strong understanding of typography, color theory, and layout design.
Ability to understand file issues and provide support.
Strong knowledge in printing processes is a plus.
Previous experience in customer service or a similar role is a plus.
Strong problem-solving and conflict resolution skills.
Excellent command of American English, verbal and written communication.
Strong understanding of American culture.
Excellent command of Spanish is a plus.
Experience in using customer support software and tools (CRM systems: e.g., Salesforce, Zendesk).
Proficiency in Microsoft Office.
Knowledge of e-commerce or SaaS platforms.
Strong organizational and multitasking abilities.
High attention to detail and customer-oriented mindset.
Team-oriented mindset and the ability to collaborate cross-functionally.
Flexibility to work in shifts, including night shifts, to cover the US time zones.

Customer Care and Design Specialist

Key skills