Customer Experience & Operations, Associate

Job Description: Customer Experience & Operations, Associate

Reports To: President, Paramount Prints

Location: In-person, Passaic, NJ

Position Type: Full-Time, Exempt

Position Overview

Who we are

Paramount Prints, a proud subsidiary of F. Schumacher & Co., isn't just a workshop — it's where creativity and craftsmanship meet. We're an in-house hand-screened and digital printing studio operating across two facilities: our Brooklyn Navy Yard location, dedicated to digital production, and our Passaic, New Jersey facility, where both hand-screened and digital production take place. We oversee every step of the production process firsthand — from screen making and file work to managing raw materials, printing, new product development, and shipping and receiving — primarily serving our parent company and third-party B2B customers. This end-to-end supervision allows us to maintain an eco-friendly process while ensuring unparalleled design flexibility and superior quality control. We pride ourselves on our custom, hands-on approach, adjusting and refining at every step to guarantee the best possible outcome for our clients.

Who you are

A detail-oriented and dependable executor who takes pride in keeping things accurate and moving. You are organized, responsive, and clear in your communication, and you understand that in a production environment, every detail matters. You follow through without being chased, flag problems early, and are eager to learn the rhythms of our craft environment.

What you'll own

• Customer communications across the order lifecycle, serving as a reliable point of contact for the procurement and operations teams of our client accounts. You provide timely, accurate updates on order status and delivery timelines, and escalate promptly when something changes.
• Order entry and data accuracy, entering client purchase orders into the system, verifying details against source documents, and flagging discrepancies before they reach the production floor.
• Invoice preparation and follow-up, generating timely invoices for completed orders, ensuring they reflect what was produced and shipped, and supporting resolution of any billing questions from clients to accelerate revenue recognition and ensure seamless customer experience
• Cross-functional coordination support, working alongside the Director of Production Planning, Production Manager, and Shipping Manager to relay accurate information on order status, priorities, and delivery timelines between internal teams and clients.
• Facility and administrative operations support, assisting with the day-to-day administrative tasks that keep the Passaic facility running, including facility maintenance and coordination of routine operational needs.
• Account and order record maintenance, keeping client account information, order histories, and contact details current and accurate in the system, supporting onboarding of new accounts as directed.

Qualifications:

• 1 to 3 years of experience in customer service, order coordination, or operations support, ideally in a B2B or manufacturing environment
• High attention to detail and a systematic approach to data entry, tracking, and follow-up
• Clear and professional written and verbal communication, comfortable corresponding with client contacts at procurement and operations level
• Proficiency with standard business tools including email, spreadsheets, and shared file systems; interest in using AI to improve productivity
• Reliable and organized; able to manage multiple open orders or tasks simultaneously without losing accuracy

• Collaborative and low-ego; comfortable asking questions and escalating when needed

Nice to have:

• Exposure to order management or ERP systems in a prior role
• Familiarity with invoicing or basic accounts receivable processes
• Bilingual in English and Spanish