Customer Support Specialist

Customer Support SpecialistJob Listing:
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FLC Distribution Corp. dba Faven Lighting is seeking a Customer Support Specialist who is proactive, detail-oriented, and highly skilled in customer communication, order coordination, and cross-departmental collaboration. This role serves as an important point of contact for customers throughout the order and fulfillment process, ensuring inquiries are addressed promptly, information is communicated clearly, and customer needs are effectively coordinated with the appropriate internal teams. The ideal candidate is solution-oriented, organized, and able to manage a high volume of customer requests while maintaining accuracy, professionalism, and consistency.

This position is responsible for monitoring incoming customer inquiries across phone and multiple email platforms, with a primary focus on orders, replacements, shipping status, and fulfillment needs. This role manages sales and order-related email inboxes, answer inbound calls, provide timely order and replacement updates, and ensure customer requests are accurately communicated and tracked through completion. The role requires the ability to quickly understand customer needs, identify the appropriate next step, and provide concise communication that minimizes unnecessary back-and-forth.

A key component of this role is working closely with internal departments to ensure customer needs are resolved efficiently. The individual will coordinate with Operations, Technical Support, Accounting, and Sales, appropriately routing questions and issues based on their nature and urgency. This includes identifying when an issue can be resolved independently, when additional information is needed, and when a matter should be escalated to leadership or another department. The role requires strong judgment and an understanding of how different departments contribute to the overall customer experience.

This role also supports order accuracy and fulfillment workflows by verifying order details, confirming shipping information, ensuring customer requests are properly documented, and maintaining visibility throughout the fulfillment process. The individual will document customer interactions, resolutions, and escalations in the appropriate systems so that relevant teams have the information needed to take action. They will also help identify and resolve common order issues, including missing items, incorrect shipments, packaging concerns, and replacement requests, before escalating more complex matters when necessary.

The ideal candidate is someone who communicates kindly and clearly, in both written and verbal conversations, remains composed when managing multiple customer needs, and takes ownership of seeing issues through to resolution. Strong attention to detail, responsiveness, and consistency are essential to maintaining a positive and efficient customer experience.

This role is best suited for someone who enjoys helping customers, solving problems, and keeping processes moving. As a customer-facing position that works closely with multiple internal teams, this role will play an important role in connecting customers with the right resources and ensuring that order and fulfillment needs are handled accurately and efficiently.

About the Company:

Faven Lighting specializes in under canopy lighting solutions geared toward cannabis cultivation. The company is committed to upholding values of excellence, integrity, and customer satisfaction, and ensuring that every interaction with clients reflects these principles.

Faven's innovative approach incorporates advanced technologies and industry expertise to develop lighting solutions that cater specifically to the requirements of our clients. The company’s dedication to research and development has ensured its products are at the forefront of lighting innovation in the cannabis industry.

About the Job:

• Full-time position (40 hrs weekly)
• Pacific Time Zone
• Hybrid position - starting remote
• W2 Employment role
• Small, close-knit team

Responsibilities:

Customer Service & Order Support – 60% Allocation of Time

• Monitor incoming customer inquiries across phone and multiple email inboxes.
• Answer inbound customer calls and provide concise, professional, and solution-oriented assistance.
• Manage sales and order-related email inboxes by reviewing, triaging, and responding to customer inquiries in a timely and accurate manner.
• Provide customers with clear updates regarding original orders, replacement orders, shipping timelines, fulfillment progress, and delays.
• Maintain clear and direct customer communication to minimize unnecessary back-and-forth and ensure customers understand the status and next steps of their requests.
• Identify and resolve common order issues, including missing items, incorrect shipments, packaging concerns, and replacement requests, to resolution.
• Maintain professionalism, accuracy, consistency, and excellent customer service across all customer-facing communications.

Order Coordination & Fulfillment Support – 15% Allocation of Time

• Support fulfillment workflows by ensuring customer requests are accurately communicated to the appropriate team, the relevant software is updated, and all components are tracked through completion.
• Verify order details and shipping information to help ensure Fulfillment and warehouse teams have accurate and complete information before processing.
• Document customer inquiries, resolutions, and escalations in the appropriate systems to maintain visibility across departments.
• Monitor the progress of customer requests and follow up as needed to help ensure timely completion.
• Identify when customer issues can be resolved independently and when additional information, coordination, or escalation is required.
• Escalate complex or unresolved matters to leadership or the appropriate department when they require additional review or support.
• Help maintain visibility into outstanding customer and fulfillment issues to ensure requests do not become lost or overlooked.

Cross-Departmental Communication & Issue Resolution – 15% Allocation of Time

• Coordinate closely with Fulfillment, Technical Support, Accounting, and Sales to ensure customer needs are directed to the appropriate team.
• Provide internal teams with accurate customer and order information needed to investigate and resolve issues efficiently.
• Communicate relevant updates between customers and internal departments to support timely resolution of customer needs.
• Exercise sound judgment when determining the appropriate department, resource, or level of support needed for a customer issue.
• Help ensure consistent and efficient communication between customers and internal teams throughout the order and fulfillment process.
• Identify recurring order or fulfillment issues and communicate relevant patterns or concerns to the appropriate internal team.

Education & Experience:

• High School Diploma or GED required.
• Associate’s or Bachelor’s degree in Business, Communications, Customer Service, or a related field preferred.
• 5+ years of customer service, order support, fulfillment, or related experience preferred.
• Experience managing customer inquiries across phone, email, and/or customer support platforms.
• Experience working with order management, fulfillment, shipping, replacement orders, or similar customer-facing processes.
• Experience working in a fast-paced e-commerce or product-based business environment preferred.

Required Skill-Sets:

• Effective communication: Communicate clearly and professionally in both written and verbal interactions with customers, vendors, and team members.
• Critical thinking & multitasking: Solve problems efficiently while managing multiple priorities with accuracy and attention to detail.
• Independent work & collaboration: Handle tasks autonomously while maintaining strong coordination and alignment with the team.
• Technical proficiency: Use Google Workspace, Cin7, Shopify, and other digital software with speed and accuracy.
• Proactive problem‑solving & initiative: Identify tasks, anticipate needs, extract key takeaways from conversations, and independently execute next steps to drive progress and efficiency.

About You- Success Factors

• Takes initiative to add value to the business, even when tasks are not clearly defined, and consistently looks for ways to improve processes and outcomes.
• Demonstrates strong work ethic, reliability, and accountability; operates effectively within the organizational structure and consistently exhibits trustworthiness and responsible behavior.
• Approaches challenges with a solution‑oriented mindset, using sound judgment and problem‑solving skills to navigate a rapidly evolving and competitive environment.
• Gives and receives constructive feedback with professionalism, openness, and a commitment to continuous improvement.
• Applies strong analytical skills to review, verify, and correct documentation quickly and accurately.
• Maintains superb interpersonal skills—approachable, professional, and relationship‑focused with both internal teams and external partners.
• Works effectively in a remote environment with a reliable, up‑to‑date computer and a quiet, professional workspace.
• Manages time, priorities, and deadlines with consistency, demonstrating strong organizational skills and the ability to stay focused in a fast‑paced setting.
• Maintains confidentiality and exercises sound judgment when handling sensitive financial and HR information.
• Adapts quickly to new systems, processes, and changes in business needs, demonstrating flexibility and resilience.

Benefits

• Base pay $24 hourly- negotiable based on experience
• Comprehensive and competitive benefits package, including health insurance, holidays off, paid vacation, and bereavement leave
• Opportunity to work with a dynamic and supportive team
• Professional development and growth opportunities
• Work/life balance

The ideal candidate will be located in Northern California around the Sacramento area.

As part of the hiring process, candidates for this role may be required to complete a skills assessment test designed to evaluate job-related competencies essential for success in the position. The test is solely intended to assess relevant skills and does not serve as a condition for employment beyond standard qualifications. Candidates will be informed of the assessment details in advance, and accommodations will be provided as required by law.

Please note that this job description is not designed to cover or contain all activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

Faven Lighting is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.

Pay: From $24.00 per hour

Expected hours: 40.0 per week

Benefits:

• Health insurance
• Paid time off
• Professional development assistance
• Work from home

Experience:

• e-commerce order fulfillment: 5 years (Required)
• Customer service: 5 years (Required)

Work Location: Remote