Customer Care & Marketing Support Representative

The Customer Care & Marketing Support Representative (CCR) is a vital administrative and customer service element of Resource Lighting’s value proposition to our factories, customers, and partners. In addition to being one of the first points of contact for incoming calls and inquiries, this position works closely with internal personnel and management to support pre- and post-sales activities while blending interoffice administrative and operational support functions.

The CCR is also involved in marketing and communications activities, assisting with outgoing customer communications, event coordination, and media support to help strengthen Resource Lighting’s brand presence.

Responsibilities

• Transmit and process orders through computerized order entry systems.
• Handle inquiries regarding shipping status, lead times, expedite requests, and shipment issues.
• Process and file all acknowledgments, invoices, RGA documents, and related correspondence.
• Resolve post-sales issues such as damaged materials, shortages, replacements, and return requests.
• Monitor and distribute inquiries from the customer service mailbox, ensuring timely, accurate responses.
• Assist in the development and review of internal project documentation.
• Create, review, and edit project submittals using industry-standard software.
• Create, organize, maintain, and archive project records and documentation.
• Maintain and communicate project timelines in coordination with Resource Lighting sales personnel and other stakeholders.
• Edit and maintain the company contact database; add new contacts and ensure updates are accurate.
• Order and return sales samples as needed.
• Send communications to factories and customers regarding product updates, order information, or company notices.
• Assist in coordinating product showcases, customer visits, and special events, including preparation of materials or displays.
• Provide light marketing assistance such as: Preparing and distributing e-blasts or newsletters through company platforms, updating contact lists and assisting with email campaigns, and supporting social media content preparation, event photos, or brief write-ups.
• Prepare meeting notes and assist with follow-up actions.
• Participate in cross-departmental collaboration to ensure smooth communication and workflow.
• Perform other duties as assigned or needed to assist in overall company operations.

Qualifications

• Warm, friendly disposition.
• Willingness to develop positive relationships with callers, customers, and vendors—recognizing names and handling interactions with courtesy and professionalism.
• Determination to excel in the position and continuously improve.
• Must be dependable, organized, and proactive in problem solving.
• Must possess a high level of personal ownership and initiative.
• Able to work independently with limited supervision and adapt to changing priorities.
• Must be able to manage conflict and have good problem solving techniques.
• Must possess strong interpersonal and communication skills - both written and verbal.
• Good understanding of general business flow and customer service processes.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience or comfort with marketing tools such as Constant Contact, Canva, or social media scheduling platforms preferred but not required.
• Must be detail-oriented, resourceful, and maintain confidentiality of sensitive business information.
• Willingness to assist in areas outside of the standard role when required to support company operations and success.