Customer Support Specialist

Image Pointe is a family-owned, full-service promotional products company with over 45 years of experience in business-to-business sales and in-house production. We specialize in embroidery, screen printing, and dye sublimation — and we’re currently looking to add a House Accounts and Customer Service Support Associate to our growing operations team.

At Image Pointe, we are proud of the culture we've built — one that brings out the best in our employees. We emphasize excellence, innovation, continuous improvement, and ongoing learning. We pursue big goals unapologetically and are committed to hiring and developing the best talent in the industry.

Providing a positive, streamlined ordering experience with timely responses to Image Pointe House Accounts and International Accounts is a priority. Image Pointe is known for providing excellent customer service, rapid response, and keen attention to detail in meeting the needs of our customers. Successful applicants will be fast learners with a track record of success in a customer service/or purchasing role, managing detailed and complex order processes over time, and consistently pursuing and achieving personal and professional goals.

Regular cross-departmental as well as cross-company communication is required. The ideal candidate acknowledges and understands the importance of processes and can continually work to make improvements to them. This role is responsible for helping to manage customer requests including quotes, order entry, purchase orders, order tracking, etc. In addition, will work to achieve annual goals and ongoing KPI’s relating to high-level responsiveness, minimal customer service issues and HubSpot utilization.

JOB RESPONSIBILITIES

• Process and monitor requests, including order entry, purchase orders, art requests, quotes and approvals.
• Communicate production updates when necessary, with the customer, Account Manager or relevant departments which requires strong, clear communication with external vendors as well as internal teams.
• Customer service: Provide excellent, best-in-class customer service. Successful Customer Support Specialists will see customer experience scores above 4.5 (on a 5-point scale).
• Responsiveness: Respond to sales inquiries in a rapid manner. Successful Customer Support Specialists will respond to all inquiries from customers in 24 hours or less.
• Maintain an accurate customer database in HubSpot (CRM), including clear and consistent documentation on customer communication. Deal creation and closure are necessary for all orders and quotes.
• Work effectively within the team to establish a spirit of mutual support and camaraderie.
• Other duties as assigned.

Effective candidates will excel in:

• Organization skills – Strong task-orientation, strong ability to organize work to ensure streamlined operations.
• Communication – Ability to effectively communicate across departments to accomplish company goals.
• Goal-orientation – Strong drive to excel and achieve goals, self-motivated and responsible.
• Customer Experience – Continuously providing positive and helpful interactions that address customer needs.
• Team Player - Able to work well with a variety of people and situations. Able to balance personal needs with the needs of others and overall goals of the company.
• Adaptability & Creativity – Must be able to work in a fast-paced environment of continuous change and challenge. Willing to suggest and try new ways of doing things.
• Optimism - Optimistic attitude, encouraging towards self and others.
• Value-driven - Committed to living out IP values daily, helping us to create the culture we strive for and to achieve our mission.

QUALIFICATIONS

• Associates or Bachelor’s Degree or three to five years of relevant work experience.
• Ability to think critically, foresee potential challenges and planning as such.
• Exemplary in living out Image Pointe values and culture each day.
• Reliable and punctual.
• Ability to thrive in fast-paced environment.
• Strong work ethic, including team and goal orientation.
• Self-motivated, positive attitude, willingness to learn.
• Good working knowledge of Microsoft Office suite including Excel, Word, and Outlook.
• Proficient with computers and software. Ability to quickly learn new software packages, including ERP and CRM systems.
• Must be able to work extended hours as needed.

Image Pointe & Dignity Apparel: Mission, Method, & Values

Mission: To create dignified, life-changing jobs.

Method: We seek to grow the breadth of our impact by creating as many jobs as we can, focusing on markets that resonate with our mission. We seek to grow our depth of impact by partnering with like-minded organizations who will help us to transform lives.

Values:

• Family – Image Pointe exists to create a family-friendly employment environment for our team. We seek to care for team members individually in an equitable manner, provide generous wages and benefits, and create a company culture where people enjoy coming to work.
• Relationship – Image Pointe values relationships over transactions. We seek to create lasting relationships with our team members, clients, and vendors, supporting them in meeting real needs and realizing their goals over the long-term. We believe the best in one another, seeking to make each other better and putting others before self.
• Excellence – Image Pointe subscribes to a call to excellence. We seek to be an industry leader in every aspect of our work, and to achieve continually higher levels of quality in what we produce. We are committed to provide outstanding service to all clients, and to working hard each day to find fulfillment in a job well done.
• Honesty & Integrity – Image Pointe believes that honesty and integrity are of the utmost importance in how we do our work. Honesty and integrity build trust, and trust is the foundation for strong and successful relationships between coworkers, with our clients, and with our vendors.
• Dignity – Image Pointe is a workplace where all can work with dignity. We want each team member to realize their full potential, both personally and in their trade, craft, or skill area. Above all we are committed to creating a safe workplace where team members can operate free from fear of harm.

Equal Employment Opportunity: Image Pointe is an equal opportunity employer. Employment decisions will be based on the principles of equal opportunity regarding any characteristic protected by federal, state, or local law, assuming said characteristic does not interfere with the performance of essential job functions. Reasonable accommodations will be made for people with disabilities and various religious beliefs. Please inform us of any necessary accommodations during the application process.

Job Type: Full-time

https://www.imagepointe.com/

Work Location: In person

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $16 - $19