The Front Desk & Operations Support (Flex) role serves as the first point of contact for customers, vendors, and visitors while supporting smooth day-to-day operations. This position manages incoming calls, emails, and walk-ins, coordinates order-related information, and helps ensure communication flows clearly between departments.

This role is important because it protects production and operations teams from frequent interruptions, keeps customer communication organized, and helps prevent small issues from turning into larger problems. During slower periods, this position also provides flexible, desk-adjacent operational support to help the company adapt to changing workloads and seasonal demand.

Responsibilities

Front Desk & Customer Intake (Primary Responsibility)

1. Answer incoming phone calls and greet walk-in visitors in a professional and friendly manner

2. Identify the purpose of calls and visits and route them appropriately

3. Take clear, complete messages and ensure follow-up is properly communicated

4. Filter and handle unsolicited sales or spam calls according to company guidelines

5. Email & Order Intake Support

6. Monitor the shared customer service email inbox throughout the day

7. Sort and route emails by topic (order status, order changes, shipping issues, product questions, returns, etc.)

8. Respond to basic inquiries using approved templates and escalate more complex issues as needed

9. Order & Internal Communication Support

10. Print daily orders and work orders

11. Clearly note order changes, holds, and special instructions

12. Communicate relevant updates to shipping, production, or customer service teams

13. Ensure information reaches the correct department in a timely manner

Flex Support (Seasonal & As-Needed)

During slower periods, assist with flexible operational support tasks while remaining available for phones, email, and walk-ins

Flex duties may include:

1. Light utility or shop support work

2. Basic splicing or preparation tasks (training provided)

3. Other simple, clearly defined tasks that can be paused immediately

Flex responsibilities will decrease during peak seasons and always remain secondary to front desk duties

Priority Rule:

Front desk, phone, and email responsibilities always take priority over flex tasks.

Reporting & Team Structure

1. Reports to management

2. Works closely with customer service, shipping, production, and shop teams

3. Acts as a communication bridge without decision-making authority over production, quality, or refunds

Qualifications & Skills

Required Qualifications

1. High school diploma or equivalent

2. Experience in a receptionist, administrative support, customer service, or similar role

3. Willingness to learn basic shop or utility tasks as needed

4. Basic computer skills and comfort using email and internal systems

Skills & Attributes

1. Clear and professional communication skills

2. Strong organization and attention to detail

3. Ability to shift tasks quickly and remain calm when interrupted

4. Dependable, adaptable, and comfortable with changing daily workload

5. Good judgment in knowing when to escalate questions or issues

Physical & Work Requirements

1. Ability to sit at a desk and work on a computer for extended periods

2. Ability to answer phones throughout the day

3. Ability to stand, walk, and perform light utility or splicing work as needed

4. Ability to lift light to moderate items consistent with shop tasks

Apply Today! In person or by email (admin@dutchwaregear.com)

• Paid Vacation
• Paid Sick
• Paid Holidays
• IRA with company match
• Costco Membership
• Opportunity for Job Advancement

• Pick, pack, and ship orders in a timely and accurate manner
• Maintain a clean and organized shipping area
• Ensure proper packaging and labeling of all shipments
• Monitor and maintain inventory levels
• Communicate with customers regarding shipment status and any delays or issues
• Troubleshoot and resolve shipping issues as they arise
• Collaborate with other departments to ensure smooth order fulfillment and customer satisfaction

• High school diploma or equivalent
• 1+ years of experience in e-commerce shipping and fulfillment
• Strong attention to detail and organizational skills
• Familiarity with shipping software and tools, such as ShipStation or similar is preferred
• Ability to lift up to 20-30 lbs. and stand for extended periods of time
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment and meet deadlines
• Experience with e-commerce platforms is a plus
• Must be able to read, write and speak English and have knowledge of basic measurements.