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Customer Service Specialist

Department: Sales
Reports To: Sales Operations Manager

Location: Fort Benton, MT or Belgrade, MT

About the Role

We’re looking for a highly organized, customer-focused professional to join our team as a Customer Service Specialist. In this role, you’ll be at the center of our sales operations—helping ensure orders (including samples) move seamlessly from request to delivery while delivering an exceptional customer experience.

You’ll collaborate closely with Sales, Supply Chain, Logistics, and Quality teams, playing a key role in keeping our operations running smoothly and our customers informed and supported. If you enjoy problem-solving, working across teams, and being the go-to person for getting things done, this role is a great fit.

What You’ll Do

Support & Delight Our Customers

• Be the primary point of contact for customer inquiries related to orders, products, availability, and delivery timelines
• Build strong relationships through responsive, professional communication
• Resolve issues, complaints, and discrepancies quickly and effectively
• Provide product details and documentation (COAs, specifications, compliance materials)

Keep Orders Moving

• Process and manage customer orders through ERP/CRM systems from entry to fulfillment
• Create, track, and coordinate sample orders, ensuring timely delivery and follow-up
• Maintain accuracy in pricing, contracts, and order details
• Keep customers and internal teams updated on order and shipment status

Own the Ecommerce Experience

• Respond to ecommerce inquiries including product questions, order issues, complaints, and refunds
• Process returns, refunds, and credits in line with company policies
• Help ensure a consistent, high-quality experience across digital channels

Manage Communication Channels

• Monitor and manage multiple shared inboxes (sales, customer service, POs, and related channels)
• Prioritize and respond to incoming communications efficiently
• Escalate complex or sensitive issues to the appropriate teams

Collaborate Across the Business

• Collaborate with Supply Chain and Logistics teams to ensure timely order fulfillment
• Work with Quality and Compliance teams to meet all regulatory and documentation requirements
• Support inventory coordination and product availability updates

Drive Organization & Improvement

• Maintain accurate customer records and documentation
• Track and report on sales activity, sample metrics, and customer service performance
• Identify trends and opportunities to improve processes and customer experience
• Support new tools and systems that enhance efficiency and scalability

What You Bring

• 3+ years of experience in customer service, sales support, ecommerce, or order management
• Strong communication skills and a customer-first mindset
• High attention to detail and strong organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with ERP/CRM systems (NetSuite preferred, Salesforce or similar)
• Familiarity with ecommerce platforms (Shopify, Amazon, Chewy, or similar) is a plus
• Proficiency in Microsoft Excel and Office tools

Nice to Have

• Experience in agriculture, commodities, or the industrial hemp industry
• Understanding of supply chain, logistics, and regulatory requirements
• Familiarity with Certificates of Analysis (COAs) or similar documentation

Why Join Us?

• Be part of a growing and innovative industry
• Work cross-functionally and make a direct impact on customer experience
• Gain exposure to sales operations, supply chain, and logistics
• Join a team that values collaboration, efficiency, and continuous improvement

What Success Looks Like

• Orders and samples are processed accurately and on time
• Customers receive fast, helpful responses across all channels
• Ecommerce issues and refunds are handled efficiently
• Communication flows smoothly between customers and internal teams
• Data remains accurate, organized, and actionable

Work Environment

• Office-based role with regular cross-functional collaboration
• Occasional travel may be required, including evenings, weekends and overnight if needed
• Travel between IND HEMP locations (office, production, warehouse) as needed

Physical Demands

• Sitting for prolonged periods of time
• Prolonged use of computer and office equipment
• Ability to lift, bend, kneel

All qualified applicants will receive consideration for employment without discrimination to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, protected veteran status, or any other status protected by applicable law. Employment decisions are based on qualifications, merits, and business needs.

IND HEMP offers a comprehensive benefits package, including medical, dental, vision, retirement, life, disability and leave of absence plans. This position requires completion of a pre-employment drug screen, a background check and a physical demand assessment.

For more information or to submit your application, please visit our website www.indhemp.com.