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About the role
Key responsibilities & impact- Check client and Gift Concierge orders on the fulfillment floor and provide same-day updates
- Review client-uploaded logos and digital assets before production
- Proof branded items against the correct account and spot-check fulfillment-floor orders
- Assist Gift Concierges with client communications, follow-ups, questions, campaign replies, calls, and coverage
- Coordinate with the Happiness Squad on white-glove customer needs
- Troubleshoot order issues end to end and provide developers or Billing with relevant order details
- Investigate root causes, identify affected orders, and recommend process changes
- Communicate the impact and coverage of fixes or automations to the team
- Notify affected clients and recipients proactively about production or shipping delays
- Build and manage Reply.io sequences and maintain outreach lists and fields
- Prepare proposals, recipient lists, branding handoffs, reorders, quotes, and order confirmations
- Verify pricing, discounts, quantities, send dates, and shipping details before production
- Maintain account, contact, activity, and next-step data in the CRM
- Produce a weekly view of orders and open issues
- Coordinate with the Business Operations Manager on fixes, credits, and reorders
- Manage holiday deadlines, cutoff dates, and peak-season scheduling
- Represent Sugarwish in client conversations by email, phone, and video
Requirements
What you’ll need- Strong organizational and administrative skills
- Ability to manage dozens of open orders, maintain details, and meet deadlines in a fast-moving season
- Technical confidence and ability to learn new software quickly
- Ability to work across several systems and identify errors in a 2,000-line recipient list
- Comfortable working across phone, email, and chat simultaneously
- Comfortable communicating with unhappy clients by phone and video while keeping conversations calm and productive
- Experience owning client problems end to end
- Genuine technology proficiency and problem-solving ability
- Comfortable using an outreach tool like Reply.io, a CRM, and spreadsheets
- Strong proofreading ability for logos, spelling, and products against client orders
- Short, specific, and human written communication
- Reliable and self-directed in a hybrid role
- Schedule flexibility during peak season, including possible evenings and weekends in December
- Customer relationship management experience using CRM software
- 2 or more years in client support, order operations, or account coordination is a strong plus
- Working knowledge of Google Workspace, especially Sheets
- Familiarity with corporate gifting, ecommerce, promotional products, or order fulfillment is helpful
Benefits
Comp & perks- Medical, dental, and vision coverage
- HSA with company contributions
- Limited purpose FSA
- Free and confidential mental health support through EAP
- 401(k) with company match
- Life and AD&D insurance
- Paid time off, holidays, and floating holiday
- Paid sick time
- Colorado FAMLI leave
- Bereavement leave
- Employee discounts on Sugarwish gifts