Customer Support Specialist II

Customer Support Specialist II

Full-time Description

Comfort Research is looking for a Customer Support Specialist II to play a key role in delivering an outstanding customer experience by managing end-to-end order execution, including setup, order entry, fulfillment, and invoicing. This role collaborates across teams to streamline operations and drive continuous improvement.

• Demonstrate the Core Values of Comfort Research in daily actions, execution of tasks, and interactions with others.
• Oversee the complete order-to-cash process for both Consumer and B2B orders, including trade partner portal management and manual interventions to ensure timely and accurate order flow.
• Monitor and resolve order holds, pricing discrepancies, delayed shipments, and invoicing issues.
• Maintain deep expertise in CR internal systems to manage order modifications, returns, and refund processing.
• Serve as a primary point of contact for internal and external stakeholders, providing proactive communication and support to ensure flawless order execution.
• Generate and deliver performance reports and operational insights to inform strategic decisions.
• Manage content and inventory feeds to support omnichannel retail initiatives.
• Identify and resolve customer process issues, implementing corrective actions to enhance service delivery.
• Lead initiatives to automate order management, reduce return rates, and optimize shipping timelines.
• Collaborate with IT, Sales, Supply Chain, and Product teams to improve systems and streamline workflows.
• Ensure daily operations exceed customer expectations and contribute to team KPIs.
• Execute manual order entry and adjustments as needed.
• Evaluate wholesale inquiries and support emerging or developmental accounts to align with organizational priorities.
• Promote a positive and engaging workplace culture consistent with company values.
• Perform additional duties as assigned by leadership.
• Support eCommerce and Sales teams in shared goals & initiatives.
• HAVE FUN!
• Other duties as assigned by leadership.

Hybrid role: 3 days per week on-site at 1719 Elizabeth Ave NW, Grand Rapids, MI 49504. Remaining workdays can be completed remotely, providing a flexible balance between in-office collaboration and remote work convenience. Candidates should be within commuting distance of our Grand Rapids location.

• Generous Paid Time Off (PTO) plan that begins accruing upon hire for eligible Ambassadors
• Culture Awards program with opportunities to win cash prizes or extra PTO in addition to company-wide recognition
• Several paid holidays throughout the year
• Employee Assistance Program
• Growing family bonus & extra PTO for new parents
• Referral Bonus program
• 401(k) program with a generous company match
• A variety of health insurance plans with company contributions to premiums
• Dental, vision, and other ancillary insurance coverages available
• Company-paid Short-Term Disability coverage
• Company-paid Life Insurance policy
• Free product allowances & product discounts

Comfort Research is leading the furniture industry in innovative and affordable design and manufacturing. We’ve listened to the growing demand for quality, modern, leading-edge furniture and have responded with a bang! Today, you can find our products at all your favorite retailers, like Walmart, Meijer, and Amazon (to name a few). But that’s just the beginning. We’re on our way to realizing our dream of becoming the "Best Known Brand in Furniture," and we’re pretty excited about it.

As we’ve grown, we’ve continued to be recognized as a Great Place to Work—and we’ve remained committed to building a positive culture and creating a dynamic, fun atmosphere. We believe in hard work and we live by our core values of:
Finding A Better Way, Doing the Right Thing, and Expecting the Best from Each Other and Ourselves. At Comfort Research, the pace is fast, the work is anything but boring, and the result is always more Comfort for All.

• Bachelor's degree or equivalent and demonstrated experience required.
• 1-3 years of professional experience in Sales, Customer Service, Operations, Procurement, Logistics, or a related field.
• Demonstrated…