Customer Service Generalist

About Balfour & Co.

Balfour & Co. is one of the world’s leading Collegiate and High School commencement services companies, offering innovative, personalized products like class jewelry, yearbooks, regalia, school uniforms and photography. With brands such as Balfour®, GradImages®, ArtCarved®, and more, we’ve been helping students celebrate life’s most meaningful moments since 1913. Balfour has around 4,000 employees and operates in 3 countries.

Position Summary:

The Customer Service Generalist serves as a key point of contact for customers, providing support across various channels including phone, email, chat, and in-person. This role requires an initiative-taking, empathetic communicator who can resolve issues efficiently while maintaining high levels of customer satisfaction. The ideal candidate is adaptable, tech-savvy, and thrives in a challenging environment.

Essential Position Functions:

· Manage customer inquiries regarding product availability, order tracking, and delivery schedules.

· Coordinate with production, logistics, and sales teams to ensure timely fulfillment.

· Manage returns, replacements, and warranty claims.

· Maintain accurate records in ERP and CRM systems.

· Provide technical support or escalating to engineering teams when needed.

· Monitor inventory levels and notify customers of delays or substitutions.

· Assist in onboarding new clients and distributors.

· Provide accurate information about products, services, policies, and procedures.

· Process orders, returns, and account updates.

· Troubleshoot issues and escalating complex cases to appropriate departments.

· Collaborate with internal teams to improve customer experience.

· Identify recurring issues and suggest process improvements.

· Support onboarding and training of new team members when needed.

Skills/Experience:

· Empathetic and customer-focused mindset

· Detail-oriented with strong organizational skills.

· Comfortable working independently and as part of a team

· Eagerness to learn and adapt to recent technologies and processes.

· Excellent verbal and written communication skills

· Strong problem-solving and multitasking abilities

· Familiarity with CRM software and Microsoft Office Suite

· Ability to remain calm under pressure and manage difficult conversations professionally.

Requirements:

· High school diploma or equivalent (bachelor’s degree preferred)

· 1–3 years of experience in customer service or related field

· Experience in a manufacturing or industrial environment a plus

· Knowledge of product specs, materials, and manufacturing terminology

· Ability to interpret technical drawings or BOMs (Bill of Materials) is a plus.