Operations & Customer Support Associate

Operations & Customer Support (Administrative Focus)

Reports To: Operations Coordinator
Location: Redlands, California (Onsite – Not a Remote Role)

Role Overview

The Operations & Customer Support Clerk provides administrative, clerical, and customer service support to ensure efficient daily operations. This role focuses on accurate recordkeeping, data entry, customer communication, and coordination of orders and documentation. The position is ideal for someone with strong clerical skills, attention to detail, and a customer-first mindset who can manage multiple administrative tasks while maintaining accuracy and professionalism.

Key Responsibilities

Customer Support

• Serve as a primary point of contact for inquiries via phone and email regarding orders, billing, and service needs.
• Provide timely, professional responses and resolve routine concerns or escalate issues as needed.
• Process customer payments over the phone in accordance with company procedures.
• Maintain accurate records of customer interactions and transactions.

Clerical & Administrative Support

• Perform high-volume data entry including purchase orders, inventory updates, and reporting.
• Maintain organized digital and physical filing systems (contracts, licenses, case sheets, and operational documents).
• Review invoices for accuracy and support discrepancy resolution through proper documentation and escalation.
• Prepare routine reports such as inventory logs, aging reports, and administrative summaries.
• Answer and route incoming calls to the appropriate department or contact.

General Office & Coordination Support

• Assist with organizing workflow, tracking documentation, and ensuring compliance-related records are up to date.
• Support order processing, including basic coordination of picking, packing, and fulfillment documentation.
• Coordinate with internal teams to ensure accurate records and smooth communication.
• Provide general clerical assistance to leadership, including administrative projects and research tasks.

Qualifications

• High school diploma or equivalent required; additional administrative or business coursework preferred.
• 1–3 years of experience in clerical, administrative support, customer service, or office coordination roles.
• Strong data entry and recordkeeping experience with a focus on accuracy.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience managing files, reports, and office documentation systems.
• Prior experience interacting with customers or handling service-related inquiries preferred.

Knowledge, Skills & Abilities

Clerical & Administrative Knowledge

• Understanding of office procedures, recordkeeping systems, and data management practices
• Familiarity with billing documentation, reporting, and basic accounting support

Customer Service Skills

• Strong interpersonal skills with the ability to communicate clearly and professionally
• Ability to handle inquiries, resolve issues, and maintain positive customer relationships

Data Entry & Accuracy

• High attention to detail with proven ability to maintain accurate records and documentation
• Ability to review, verify, and correct data efficiently

Organization & Time Management

• Ability to prioritize tasks, manage multiple deadlines, and maintain organized workflows
• Strong filing and documentation management skills

Communication

• Clear verbal and written communication skills for both internal teams and customers
• Professional phone etiquette and responsiveness

Technical Skills

• Proficient in Microsoft Office and comfortable learning new systems
• Ability to enter, track, and report data efficiently

Problem-Solving & Reliability

• Ability to follow procedures, identify discrepancies, and escalate when needed
• Dependable, punctual, and consistent in completing assigned tasks accurately

Physical Requirements & Schedule

• Primarily office-based clerical work with occasional inventory-related support
• Ability to sit, stand, and perform computer-based tasks for extended periods
• Monday–Friday schedule with occasional on-call rotation as needed
• Participation in an on-call rotation approximately once every 5–6 weeks, requiring scheduling flexibility.