Customer Success Specialist

About Us:
At StencilFast, we specialize in delivering high-quality stencils and signage solutions with industry-leading speed and customer service. Our mission is simple: make getting custom and ready-made stencils fast, easy, and hassle-free. We’re a fast-growing company built on responsiveness, innovation, and a passion for exceeding customer expectations.

Who are you?
The Customer Success Specialist plays a vital role in ensuring our customers receive an exceptional experience from the moment they inquire to the final delivery of their products. You will be the primary point of contact for our clients and responsible for managing quotes, orders, and shipping communications, while also supporting internal coordination between our customer service and design teams to help projects move quickly and efficiently. This is a dynamic, fast-paced role that requires a sharp eye for detail, clear communication, and the ability to juggle multiple tasks with confidence and care.

Your Role:

Customer Communication:

• Answer phones and respond to emails promptly and professionally.
• Serve as a friendly and knowledgeable point of contact for inquiries, issues, and general support.

Design Team Coordination:

• Assess designers’ current projects and workload to accurately delegate design-related tasks.
• Help prioritize and assign incoming design work to ensure fast turnaround without overloading the team.
• Maintain clear communication between the customer support and design teams to avoid bottlenecks.

Quoting & Order Management:

• Provide accurate product and custom stencil quotes based on customer needs.
• Manage the full order cycle—from order intake to coordination with production and shipping.
• Maintain detailed records of orders, specs, and status updates to ensure transparency.

Returns, Exchanges, & Documentation:

• Support return/exchange processes according to company policies.
• Scan and transmit accounts receivable (AR) and accounts payable (AP) documents to HQ for processing.
• Keep accurate records of all customer interactions, financial documents, and support activities.

Customer Experience & Feedback:

• Act as an advocate for the customer within the company.
• Identify opportunities for improving customer satisfaction and streamlining service.
• Share feedback and recurring questions with leadership for product/service improvements.

What you will need:

• High school diploma required; .
• 1–3 years in customer service, order processing, or similar support roles.
• Strong written and verbal communication skills.
• Highly organized, detail-oriented, and adaptable to changing priorities.
• Team-oriented mindset with the ability to work independently and take initiative.

Nice-to-Haves (But Not Required):

• An associate’s or Bachelor’s degree is a plus.
• Experience with order management software, CRM tools, and Microsoft Office Suite.
• Comfortable navigating basic shipping platforms and understanding freight options.

Why Join StencilFast?

• Industry Leader – We set the standard for precision stencil manufacturing.
• Team-Oriented Culture – We collaborate, support each other, and operate as a true team.
• Professional Growth – Hands-on experience, skill development, and career advancement opportunities.
• Competitive Benefits – Comprehensive health, dental, and vision insurance, generous 401(k) employer match, paid vacation and sick time, a week-long paid company closure at Christmas, and more!

This isn’t just a job—it’s an opportunity to build a career in customer service with a company that values your hard work and dedication. Ready to join us? Apply Here: https://shawharbor.betterteam.com/

AAP/EEO Statement: StencilFast is an EEO Company. We prohibit discrimination and harassment of any type and afford equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or veteran status in accordance with applicable federal, state, and local laws

Job Type: Full-time

Pay: From $17.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities
• Quarterly bonus

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Roanoke, VA 24014 (Required)

Ability to Relocate:

• Roanoke, VA 24014: Relocate before starting work (Required)

Work Location: In person

Salary : $18