• Serve as the primary point of contact for customer inquiries related to orders, shipments, and product information. • Manage issue resolution from start to finish, coordinating with Logistics, Print Operations, and Sales teams to ensure timely and accurate delivery. • Monitor and analyze customer support trends to identify recurring issues and recommend process improvements. • Partner with Operations, Sales, and Program teams to support accounts and improve communication workflows. • Contribute to the creation and refinement of Standard Operating Procedures (SOPs), email templates, and knowledge base documentation. • Demonstrate a thorough understanding of Great Minds’ products, services, and policies to deliver accurate and consistent information. • Communicate clearly, professionally, and promptly with both customers and internal stakeholders. • Maintain accurate and detailed records of customer interactions in Salesforce, the organization’s Customer Relationship Management (CRM) system. • Participate in cross-functional initiatives that enhance customer experience and operational efficiency.