Customer and Operations Specialist

World Centric is a values-driven organization, and we are looking for a bright personality for a part-time role supporting customer service and internal operations. If you're someone who has a bright personality, loves interacting with people, is great at juggling priorities, and likes to be in a position of service, then this could be the position for you!

Title: Customer and Operations Specialist
Reports to: Customer Service Manager
Direct Reports: 0
Hours: 20 M-F 10am  - 2pm
Location: In Office - Rohnert Park, CA

Position Summary

The Customer and Operations Specialist role is key for providing support to the Customer Service Department Manager and other departments within the organization, helping to ensure smooth daily operations and exceptional service delivery. This position will also serve as the primary point of contact for office-related needs, including managing sample inventory, coordinating shipments from the office, and liaising with internal teams and external partners to maintain efficient workflow.

The ideal candidate will be energetic, highly organized, and detail-oriented, with a strong commitment to delivering an exceptional customer experience. They should demonstrate excellent verbal and written communication skills, particularly in phone and email interactions, and be comfortable handling a variety of customer inquiries and administrative responsibilities.

Beyond technical and professional skills, we are looking for someone who demonstrates an awareness of environmental and social responsibility and is motivated to contribute to a company that strives to make a meaningful, positive impact in the world.

Key Responsibilities

Customer Support & Service Excellence

• Serve as a primary backup for customer inquiries received via phone, email, and online channels, delivering clear, professional, and timely responses.
• Provide exceptional customer service for internal and external customers by accurately addressing questions, resolving issues, and ensuring a positive, proactive customer experience.
• Build and maintain positive relationships with customers, Account Managers, and other internal departments to support seamless communication and service delivery.
• Handle high-volume inquiries with patience, empathy, and strong follow-through, escalating complex situations to the Customer Service Department Manager as needed.

Data Entry & Order Processing

• Enter and process customer orders, sample requests, and internal item requests with a high level of accuracy in the ERP system (NetSuite).
• Maintain CRM and order-management records in NetSuite,  manual orders, and updates from the Account Management team.
• Process and fulfill website-generated orders.
• Review order details for accuracy and completeness, identifying discrepancies and resolving issues promptly.

Cross-Functional Support & Collaboration

• Work closely with the Customer Service Department Manager, and other departments to support daily operations and uphold service standards.
• Support internal teams by coordinating information, providing or reviewing documentation, and assisting with routine administrative tasks.

Office & Sample Management

• Serve as the main point of contact for office-related needs, including shipping supplies, samples, tradeshow materials, storage, and general office coordination.
• Support maintenance of sample inventory at Somo for cross-functional groups like QC, Sourcing, Marketing and Sales. 
• Receive incoming packages, notify recipients, and coordinate distribution as needed.
• Pack and ship office-based orders or samples; maintain supplies for shipping and office operations.
• Keep the storage room, sample racks, and office supply areas organized and efficiently maintained.

Administrative Support & Internal Coordination

• Facilitate the Friday Company Call, including coordinating logistics, preparing materials, and hosting the meeting when needed.
• Provide coverage and support to the Customer Service Department Manager during peak workload periods, vacations, and absences.
• Support onboarding new systems, processes, or tools as the company grows and evolves.

Operational Excellence & Continuous Improvement

• Maintain a high level of accuracy in all data entry, documentation, and order processing activities.
• Uphold organizational values related to environmental and social responsibility and contribute to a positive, mission-driven workplace culture.

Required Experience & Skills

• 2+ years of experience in a customer service, support, or client-facing role
• Demonstrated strong customer-first mindset with the ability to resolve issues professionally, efficiently, and with a positive demeanor
• Experience managing high-volume inquiries via phone and email
• Proven success in building positive relationships with customers and internal teams
• Excellent written and verbal communication skills in English required; Bilingual with mirroring skills in Spanish nice to have but not required
• Ability to communicate clearly and professionally with diverse audiences
• Strong presentation skills and the ability to explain complex information simply
• Proficiency with Microsoft Office (Excel, Word, Outlook) and Google Workspace
• Experience with ERP, CRM, or order management platforms
• NetSuite experience strongly preferred
• Strong data-entry accuracy and attention to detail
• Highly organized with strong time-management skills
• Ability to prioritize multiple tasks in a fast-paced environment

Logistics & Physical Requirements

• This role works out of our cowork space where there is frequent walking to and from storage/shipping location in another building. Must be able to handle packages up to 20 lbs and walk up and down stairs, and occasionally 40-50 lb packages need to be handled.
• Must be able to work between the hours of 10-2 M-F at the office location.
• Use of personal car for infrequent trips to FedEx (mileage reimbursed)