Summary
As a Technical Customer Service Specialist at Wombat NYC, you will be the primary point of contact for customer inquiries by phone and email. This role involves managing and updating customer order files, applying working knowledge of our production processes to answer customer questions and using our quoting and ordering platform (Tempus Tools) to support day-to-day operations. You are personable, detail-oriented, and comfortable balancing multiple priorities in a manufacturing environment. 

Key Responsibilities

Customer Service:

• Answer and respond to customer inquiries via phone and email in a timely, professional manner

• Apply working knowledge of our processes to accurately answer customer questions, assist with the quoting process and manage order expectations

• Communicate order updates, delays, or changes clearly and proactively to both customers and our fabrication team 

Order & Systems Management:

• Update and revise customer order files to ensure accuracy and completeness

• Use Tempus Tools to track, manage, and process customer orders

• Monitor open orders and flag any issues or discrepancies as needed 

• Collaborate with the production team to ensure that best practices in fabrication are followed and quality standards are met

Bonus - Social Media Experience: 

• Create or support social media content (posts, updates, behind-the-scenes) as needed

Preferred Education and Experience

• 1+ year of customer service experience (phone and/or email support)

• Comfortable learning new software/order management systems; experience with Tempus Tools or similar platforms a plus

• Strong attention to detail across customer communications, order files, and day-to-day tasks 

• Personable communication style with a calm, solutions-oriented approach to customer service

• An interest in fabrication or manufacturing processes, to learn how our products are made and support customers accurately 

• Experience in social media content creation is a plus, but not required

Work Environment
This role is based within Wombat NYC's fabrication studio, alongside our production team. The studio is an active and noisy environment.  Although this role does not involve operating machinery, you'll be working near moving equipment and are expected to follow all safety protocols at all times. 

Physical Demands
This role involves standing and moving around the fabrication studio for extended periods, and occasional light lifting may be required. .

Other Duties
At Wombat NYC, safety is a top priority. Maintaining a clean, organized, and tidy workspace is an essential aspect of ensuring a safe and efficient production environment. Please note that this job description is not exhaustive and may evolve based on the needs of Wombat NYC. Additional duties, responsibilities, and tasks may be assigned as necessary to maintain workflow and safety standards.

Culture
We strive for a culture of integrity, commitment, transparency, creativity and friendliness. With that in mind, we encourage you to use the shop space for personal projects after hours and on weekends. 

How to Apply:

Submit your resume, along with the answers to the following questions:

•  What customer service or administrative systems have you used before (ex: CRM, order management, quoting software)?

• Are you available to work full-time (40 hrs/week) on-site in Brooklyn, and are you open to a 3-month contract with the intent to convert to full-time?

• What is your earliest available start date?