HexArmor · 5 hours ago
Customer Service Intake Specialist
Grand Rapids, Michigan, United States
Full-time
Onsite
Entry Level
1+ years expHexArmor® is a leader in providing advanced PPE solutions, and they are seeking a Customer Service Intake Specialist to manage customer communications and ensure efficient ticketing through the JIRA system. This role is essential for tracking request volumes and maintaining service level agreements.
Consumer Goods
Responsibilities
Monitor and manage the shared Customer Service Outlook inbox
Review inbound external customer emails and identify requests requiring action
Create JIRA tickets for all actionable customer requests with accurate categorization, priority, and routing
Attach original customer emails and supporting documentation to JIRA tickets
Ensure timely intake of requests to support SLA tracking and reporting
Maintain visibility into daily request volume, backlog, and ticket aging
Partner with Customer Service leadership to identify trends, bottlenecks, and process gaps
Follow established intake, triage, and escalation procedures
Support continuous improvement of inbox management and ticket intake workflows
Communicate effectively with Customer Service team members regarding intake questions or clarification needs
Qualification
Required
High school diploma required; associate or bachelor's degree preferred
1–3 years of experience in a customer service, administrative, or operations support role
Strong proficiency in Microsoft Outlook and Microsoft Office
Exceptional attention to detail and organizational skills
Strong written communication skills
Ability to quickly assess and accurately categorize incoming requests
Ability to manage high email volumes in a fast-paced environment
Comfortable working within defined processes and service-level expectations
Preferred
Experience working with shared inboxes or ticketing systems
Experience working in JIRA or a similar ticketing system
Benefits
Full Medical, Dental, and Vision Insurance
401(k) Match
Paid Time Off and Holiday Vacation
Opportunity to keep people safe with a premium product
Company
HexArmor
HexArmor is a consumer goods company providing cut, puncture, and impact safety products.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2005-01-21Acquired
Leadership Team
Steve Van Ermen
Founder, President & CEO
Recent News
2023-12-23
2023-12-23
Company data provided by crunchbase