[Hiring] Customer Experience & Supplies Support Agent @Sourcefit

Role Description

To deliver an exceptional customer experience by supporting both service operations and supply fulfillment activities while maintaining awareness of operational efficiency, service responsiveness, and cost impact. This dual-function role serves as a key operational resource within the Smart Center, responsible for:

• Coordinating customer service requests
• Placing service dispatches
• Processing supply orders
• Ensuring accurate documentation across multiple internal systems

The Customer Experience & Supplies Support Agent must demonstrate strong judgment, technical aptitude, and the ability to operate efficiently in a high-volume, fast-paced environment, balancing customer needs with company operational standards.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Minimum three (3) years of experience in a customer service, service coordination, call center, or operations support environment.
• Experience in service dispatch, order entry, supply fulfillment, or technical support coordination strongly preferred.
• Experience working within multi-system operational environments (CRM, ticketing platforms, order management systems) is highly desirable.
• Experience supporting managed print, IT services, or equipment service environments is a plus.

Requirements

• Knowledge of basic printer, copier, and office equipment operations.
• Knowledge of customer service and service dispatch processes.
• Knowledge of order processing and supply chain support workflows.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Familiarity with CRM and helpdesk systems.
• Ability to operate efficiently within multiple software platforms simultaneously.
• Ability to prioritize workload and manage multiple requests in a high-volume operational environment.
• Strong problem-solving and decision-making skills.
• Professional communication with customers, technicians, sales teams, and internal stakeholders.
• Attention to detail while managing competing priorities.
• Ownership of customer issues and driving resolution through collaboration and follow-through.
• Adaptability to process changes and evolving operational needs.

Benefits

• Full-time position with flexible scheduling across time zones supporting Eastern, Central, and Western U.S. regions.
• Typical shifts may include 8:00 AM – 5:00 PM within assigned coverage zones.
• Overtime may occasionally be available during high operational demand periods.

Work Environment

The Smart Center operates in a fast-paced, collaborative operations environment where agents must balance customer communication, service dispatch coordination, and supply fulfillment responsibilities simultaneously. We value professionalism, accountability, and teamwork. Successful candidates demonstrate adaptability, strong work ethic, and a commitment to delivering high-quality customer support while managing complex operational workflows.