Customer Service Specialist
IND HEMP, Fort Benton, MT, United States
Customer Service Specialist
Department:
Sales
Reports To:
Sales Operations Manager
Location:
Fort Benton, MT or Belgrade, MT
About The Role
We’re looking for a highly organized, customer‑focused professional to join our team as a Customer Service Specialist. In this role, you’ll be at the center of our sales operations—helping ensure orders (including samples) move seamlessly from request to delivery while delivering an exceptional customer experience.
You’ll collaborate closely with Sales, Supply Chain, Logistics, and Quality teams, playing a key role in keeping our operations running smoothly and our customers informed and supported. If you enjoy problem‑solving, working across teams, and being the go‑to person for getting things done, this role is a great fit.
What You’ll Do
Support & Delight Our Customers
Be the primary point of contact for customer inquiries related to orders, products, availability, and delivery timelines
Build strong relationships through responsive, professional communication
Resolve issues, complaints, and discrepancies quickly and effectively
Provide product details and documentation (COAs, specifications, compliance materials)
Keep Orders Moving
Process and manage customer orders through ERP/CRM systems from entry to fulfillment
Create, track, and coordinate sample orders, ensuring timely delivery and follow‑up
Maintain accuracy in pricing, contracts, and order details
Keep customers and internal teams updated on order and shipment status
Own the Ecommerce Experience
Respond to ecommerce inquiries including product questions, order issues, complaints, and refunds
Process returns, refunds, and credits in line with company policies
Help ensure a consistent, high‑quality experience across digital channels
Manage Communication Channels
Monitor and manage multiple shared inboxes (sales, customer service, POs, and related channels)
Prioritize and respond to incoming communications efficiently
Escalate complex or sensitive issues to the appropriate teams
Collaborate Across the Business
Collaborate with Supply Chain and Logistics teams to ensure timely order fulfillment
Work with Quality and Compliance teams to meet all regulatory and documentation requirements
Support inventory coordination and product availability updates
Drive Organization & Improvement
Maintain accurate customer records and documentation
Track and report on sales activity, sample metrics, and customer service performance
Identify trends and opportunities to improve processes and customer experience
Support new tools and systems that enhance efficiency and scalability
What You Bring
3+ years of experience in customer service, sales support, ecommerce, or order management
Strong communication skills and a customer‑first mindset
High attention to detail and strong organizational skills
Ability to manage multiple priorities in a fast‑paced environment
Experience with ERP/CRM systems (NetSuite preferred, Salesforce or similar)
Familiarity with ecommerce platforms (Shopify, Amazon, Chewy, or similar) is a plus
Proficiency in Microsoft Excel and Office tools
Nice to Have
Experience in agriculture, commodities, or the industrial hemp industry
Understanding of supply chain, logistics, and regulatory requirements
Familiarity with Certificates of Analysis (COAs) or similar documentation
Why Join Us?
Be part of a growing and innovative industry
Work cross‑functionally and make a direct impact on customer experience
Gain exposure to sales operations, supply chain, and logistics
Join a team that values collaboration, efficiency, and continuous improvement
What Success Looks Like
Orders and samples are processed accurately and on time
Customers receive fast, helpful responses across all channels
Ecommerce issues and refunds are handled efficiently
Communication flows smoothly between customers and internal teams
Data remains accurate, organized, and actionable
Work Environment
Office‑based role with regular cross‑functional collaboration
Occasional travel may be required, including evenings, weekends and overnight if needed
Travel between IND HEMP locations (office, production, warehouse) as needed
Physical Demands
Sitting for prolonged periods of time
Prolonged use of computer and office equipment
Ability to lift, bend, kneel
All qualified applicants will receive consideration for employment without discrimination to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, protected veteran status, or any other status protected by applicable law. Employment decisions are based on qualifications, merits, and business needs.
IND HEMP offers a comprehensive benefits package, including medical, dental, vision, retirement, life, disability and leave of absence plans. This position requires completion of a pre‑employment drug screen, a background check and a physical demand assessment.
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Department:
Sales
Reports To:
Sales Operations Manager
Location:
Fort Benton, MT or Belgrade, MT
About The Role
We’re looking for a highly organized, customer‑focused professional to join our team as a Customer Service Specialist. In this role, you’ll be at the center of our sales operations—helping ensure orders (including samples) move seamlessly from request to delivery while delivering an exceptional customer experience.
You’ll collaborate closely with Sales, Supply Chain, Logistics, and Quality teams, playing a key role in keeping our operations running smoothly and our customers informed and supported. If you enjoy problem‑solving, working across teams, and being the go‑to person for getting things done, this role is a great fit.
What You’ll Do
Support & Delight Our Customers
Be the primary point of contact for customer inquiries related to orders, products, availability, and delivery timelines
Build strong relationships through responsive, professional communication
Resolve issues, complaints, and discrepancies quickly and effectively
Provide product details and documentation (COAs, specifications, compliance materials)
Keep Orders Moving
Process and manage customer orders through ERP/CRM systems from entry to fulfillment
Create, track, and coordinate sample orders, ensuring timely delivery and follow‑up
Maintain accuracy in pricing, contracts, and order details
Keep customers and internal teams updated on order and shipment status
Own the Ecommerce Experience
Respond to ecommerce inquiries including product questions, order issues, complaints, and refunds
Process returns, refunds, and credits in line with company policies
Help ensure a consistent, high‑quality experience across digital channels
Manage Communication Channels
Monitor and manage multiple shared inboxes (sales, customer service, POs, and related channels)
Prioritize and respond to incoming communications efficiently
Escalate complex or sensitive issues to the appropriate teams
Collaborate Across the Business
Collaborate with Supply Chain and Logistics teams to ensure timely order fulfillment
Work with Quality and Compliance teams to meet all regulatory and documentation requirements
Support inventory coordination and product availability updates
Drive Organization & Improvement
Maintain accurate customer records and documentation
Track and report on sales activity, sample metrics, and customer service performance
Identify trends and opportunities to improve processes and customer experience
Support new tools and systems that enhance efficiency and scalability
What You Bring
3+ years of experience in customer service, sales support, ecommerce, or order management
Strong communication skills and a customer‑first mindset
High attention to detail and strong organizational skills
Ability to manage multiple priorities in a fast‑paced environment
Experience with ERP/CRM systems (NetSuite preferred, Salesforce or similar)
Familiarity with ecommerce platforms (Shopify, Amazon, Chewy, or similar) is a plus
Proficiency in Microsoft Excel and Office tools
Nice to Have
Experience in agriculture, commodities, or the industrial hemp industry
Understanding of supply chain, logistics, and regulatory requirements
Familiarity with Certificates of Analysis (COAs) or similar documentation
Why Join Us?
Be part of a growing and innovative industry
Work cross‑functionally and make a direct impact on customer experience
Gain exposure to sales operations, supply chain, and logistics
Join a team that values collaboration, efficiency, and continuous improvement
What Success Looks Like
Orders and samples are processed accurately and on time
Customers receive fast, helpful responses across all channels
Ecommerce issues and refunds are handled efficiently
Communication flows smoothly between customers and internal teams
Data remains accurate, organized, and actionable
Work Environment
Office‑based role with regular cross‑functional collaboration
Occasional travel may be required, including evenings, weekends and overnight if needed
Travel between IND HEMP locations (office, production, warehouse) as needed
Physical Demands
Sitting for prolonged periods of time
Prolonged use of computer and office equipment
Ability to lift, bend, kneel
All qualified applicants will receive consideration for employment without discrimination to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, disability, protected veteran status, or any other status protected by applicable law. Employment decisions are based on qualifications, merits, and business needs.
IND HEMP offers a comprehensive benefits package, including medical, dental, vision, retirement, life, disability and leave of absence plans. This position requires completion of a pre‑employment drug screen, a background check and a physical demand assessment.
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