Customer Support Specialist at Ironwear

📍 Job Overview

Job Title: Customer Support Specialist
Company: Ironwear
Location: West Palm Beach, Florida, United States
Job Type: On-site, Full-time
Category: Customer Support & Sales
Date Posted: June 20, 2025

🚀 Role Summary

Serve as the primary point of contact between customers, sales teams, and internal personnel at Ironwear, a leading safety solution provider.
Provide exceptional customer support, maintain customer relationships, and contribute to sales growth through upselling and cross-selling opportunities.
Utilize strong communication skills and product knowledge to address customer inquiries, resolve issues, and process orders accurately.

📝 Enhancement Note: This role requires a balance of customer service, sales support, and administrative tasks, making it an excellent fit for a detail-oriented professional with strong communication skills and a passion for customer satisfaction.

💻 Primary Responsibilities

Customer Interaction: Handle incoming calls, emails, and chats, providing first-class customer service and addressing customer concerns and product inquiries.
Order Processing: Evaluate and write up incoming orders, ensuring accurate processing and presentation to the processing department.
Sales Support: Offer alternative or additional products to customers, boosting sales and providing excellent customer service.
Customer Outreach: Proactively reach out to customers to address pending issues and evaluate customer satisfaction.
Cross-functional Communication: Collaborate with processing teams and account managers to ensure orders are processed accurately and customer concerns are addressed.
Data Management: Maintain and collect accurate customer data in ticketing, ERP, and CRM platforms, flagging any concerns or patterns to management.
Paperwork Processing: Manage paperwork for customer orders, RMAs, backorders, and other relevant documents.

📝 Enhancement Note: This role requires strong organizational skills and the ability to multitask in a demanding environment, as it involves handling multiple customer interactions, processing orders, and maintaining accurate customer data.

🎓 Skills & Qualifications

Education: High school degree or GED required.

Experience: A minimum of two years of related experience is necessary for this role.

Required Skills:

Superior verbal and written communication skills
Proficiency in Microsoft Office Suite
Ability to multitask in a demanding environment
Organized and meticulous
Strong interpersonal skills
CX ticketing platform experience (Zendesk, Gorgias, Kustomer, or similar) is a plus

Preferred Skills:

Experience in the health care or safety industries
Familiarity with ERP and CRM platforms
Basic knowledge of company products and services

📝 Enhancement Note: While not explicitly required, experience in the health care or safety industries and familiarity with ERP and CRM platforms can be beneficial for this role, as they can help the candidate better understand the products and customer needs.

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements, as it is focused on customer support and sales, rather than web development or server administration.

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 per year (Based on regional market research for customer support roles in West Palm Beach, Florida)

Benefits:

Health Care (Medical, Dental & Vision)
401(k) Plan with Company Match
Paid Time Off (Vacation, Sick & Public Holidays)
Convenient Location with Free Parking
Company Provided Beverages and Snacks
Dog Friendly Work Atmosphere
Company Gatherings and Events

Working Hours: 40 hours per week, with a flexible schedule to accommodate customer needs and business hours.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research for customer support roles in West Palm Beach, Florida. The actual salary may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ironwear is a safety solution provider, specializing in Personal Protective Equipment (PPE) for various industrial markets worldwide.

Company Size: Ironwear is an established and growing company, with a team of dedicated professionals committed to providing exceptional customer service and high-quality products.

Founded: Ironwear has been manufacturing, developing, and reengineering PPE for over 30 years.

Team Structure:

Customer Support & Sales: The customer support team serves as the primary point of contact between customers and the company, providing exceptional customer service and contributing to sales growth.
Processing: The processing team is responsible for order processing, ensuring accurate and timely delivery of products to customers.
Account Management: Account managers maintain customer relationships and address any customer concerns or issues that arise.

Development Methodology: Ironwear follows a customer-centric approach, focusing on providing exceptional customer service and high-quality products to meet the diverse needs of its customers.

Company Website: Ironwear

📝 Enhancement Note: Ironwear's customer-centric approach and commitment to providing exceptional customer service make it an ideal company for customer support professionals seeking a challenging and rewarding role.

📈 Career & Growth Analysis

Customer Support Career Level: The Customer Support Specialist role is an entry-level to mid-level position, offering opportunities for career growth and development within the customer support and sales fields.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager and works closely with the sales team, processing team, and account managers.

Technical Impact: This role has a direct impact on customer satisfaction and sales growth, as it involves addressing customer inquiries, processing orders, and maintaining customer relationships.

Growth Opportunities:

Sales Support: Demonstrate strong sales support skills and contribute to sales growth through upselling and cross-selling opportunities, leading to potential promotions within the sales department.
Team Leadership: Exhibit exceptional leadership skills and take on a supervisory or management role within the customer support department.
Product Specialization: Develop expertise in specific product lines or industries, becoming a go-to resource for customers and internal teams.

📝 Enhancement Note: The Customer Support Specialist role offers numerous opportunities for career growth and development, as it provides a strong foundation in customer support, sales support, and product knowledge.

🌐 Work Environment

Office Type: Ironwear's office is a collaborative and dynamic workspace, fostering open communication and teamwork among its employees.

Office Location(s): West Palm Beach, Florida, United States

Workspace Context:

Collaborative Environment: The customer support team works closely with the sales team, processing team, and account managers to ensure customer satisfaction and accurate order processing.
Customer-focused Culture: Ironwear prioritizes exceptional customer service, creating a customer-focused work environment that values customer satisfaction and loyalty.
Flexible Work Schedule: The customer support team operates during business hours, with a flexible schedule to accommodate customer needs and business hours.

Work Schedule: The Customer Support Specialist position is a full-time role, with a flexible work schedule to accommodate customer needs and business hours.

📝 Enhancement Note: Ironwear's customer-focused culture and collaborative work environment make it an ideal company for customer support professionals seeking a challenging and rewarding role.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, answer any questions, and assess communication skills.
In-depth Interview: A comprehensive interview with the Customer Support Manager and/or other team members to evaluate customer service skills, product knowledge, and problem-solving abilities.
Role-play Scenarios: Interactive scenarios to assess the candidate's ability to handle customer inquiries, resolve issues, and provide exceptional customer service.
Final Decision: A final decision based on the candidate's performance throughout the interview process and their fit with the company culture.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation: (N/A)

ATS Keywords:

Customer Support
Sales Support
Communication Skills
Microsoft Office Suite
Multi-tasking
Organizational Skills
Interpersonal Skills
Product Knowledge
Data Management
Ticketing Platform Experience

📝 Enhancement Note: The interview process for the Customer Support Specialist role focuses on assessing the candidate's communication skills, product knowledge, and problem-solving abilities, as these are crucial for success in this role.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge, as it is focused on customer support and sales, rather than web development or server administration.

👥 Team Culture & Values

Customer Support Values:

Exceptional Customer Service: Ironwear prioritizes exceptional customer service, creating a customer-focused work environment that values customer satisfaction and loyalty.
Product Knowledge: A strong understanding of Ironwear's products and services is essential for providing accurate information and resolving customer inquiries.
Problem-solving: The ability to identify and resolve customer issues efficiently and effectively is crucial for success in this role.
Adaptability: The Customer Support Specialist must be able to adapt to various customer needs and preferences, tailoring their approach to each individual customer.

Collaboration Style:

Cross-functional Collaboration: The customer support team works closely with the sales team, processing team, and account managers to ensure customer satisfaction and accurate order processing.
Open Communication: Ironwear fosters open communication among its employees, encouraging team members to share ideas, feedback, and concerns.
Continuous Learning: Ironwear values continuous learning and growth, providing opportunities for team members to develop their skills and advance their careers.

📝 Enhancement Note: Ironwear's customer-focused culture and collaborative work environment make it an ideal company for customer support professionals seeking a challenging and rewarding role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Inquiries: Addressing a wide range of customer inquiries, from product information to order status and troubleshooting.
Order Processing: Ensuring accurate order processing, including price validation, shipping methods/costs, backorders, and returned goods.
Customer Relationship Management: Building and maintaining strong customer relationships, contributing to customer satisfaction and loyalty.

Learning & Development Opportunities:

Product Training: Ironwear offers training and resources to help customer support specialists develop a strong understanding of its products and services.
Sales Training: Ironwear provides sales training to help customer support specialists contribute to sales growth through upselling and cross-selling opportunities.
Leadership Development: Ironwear offers opportunities for customer support specialists to develop their leadership skills and take on supervisory or management roles within the customer support department.

📝 Enhancement Note: The Customer Support Specialist role offers numerous opportunities for learning and development, as it provides a strong foundation in customer support, sales support, and product knowledge.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Prepare for role-play scenarios that assess your ability to handle customer inquiries, resolve issues, and provide exceptional customer service.
Product Knowledge: Familiarize yourself with Ironwear's products and services, as well as any relevant industry trends and best practices.
Problem-solving: Develop your problem-solving skills and be prepared to discuss your approach to identifying and resolving customer issues.

Company & Culture Questions:

Customer-centric Approach: Research Ironwear's customer-centric approach and be prepared to discuss how you can contribute to its success.
Collaboration: Prepare for questions about your experience working in a collaborative environment and your ability to work effectively with cross-functional teams.
Adaptability: Be prepared to discuss your ability to adapt to various customer needs and preferences, tailoring your approach to each individual customer.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: The interview process for the Customer Support Specialist role focuses on assessing the candidate's communication skills, product knowledge, and problem-solving abilities, as these are crucial for success in this role.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the provided link.
Tailor your resume to highlight your customer support, sales support, and communication skills, as well as any relevant experience with ERP and CRM platforms.
Prepare for the interview process by researching Ironwear's customer-centric approach, products, and services, as well as any relevant industry trends and best practices.
Practice common customer service scenarios and develop your problem-solving skills to ensure you can handle a wide range of customer inquiries and issues.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist