Customer Service Lead

Customer Service LeadOrange Circle Studio & Jujube — Irvine, CA Full-Time | On-site | Gift, Stationery & Diaper Bag Industry Hourly Range: $26.00 – $30.00 (DOE) Plus comprehensive benefits packageOrange Circle Studio and Jujube, creators of beautifully designed gift, stationery, and lifestyle products, are seeking a Customer Service Lead to manage day-to-day customer service operations across our wholesale, eCommerce, and independent retail accounts. This role will oversee order flow, elevate service standards, and maintain strong partnerships with our customers and sales teams.The Customer Service Lead reports directly to the Director of Sales Operations and plays a key role in supporting both Studio Oh! and Jujube brands. This position is ideal for someone who is highly organized, solution-oriented, and experienced in customer service within a consumer-goods or product-based environment. What You’ll Do1. Customer Service LeadershipServe as the primary point of contact for escalated customer inquiriesLead and manage daily workflow for the customer service team, ensuring accuracy and timely responseTrain, mentor, and support customer service representativesMaintain high service standards and ensure clear, professional communication across all channels2. Order ManagementOversee order entry and full order-to-delivery operationsReview orders for accuracy, availability, pricing, and customer requirementsCommunicate with warehouses, sales teams, logistics partners, and reps to ensure timely fulfillmentMonitor order status and proactively address delivery issues, replacements, or exceptions3. Customer Communication & Issue ResolutionRespond to customer inquiries regarding order updates, product information, pricing, and shippingTroubleshoot and resolve issues related to shortages, damages, routing guide compliance, and shipping exceptionsMaintain professional, customer-focused communication via email, phone, and customer portals4. Reporting & Process Improvement·       Maintain customer records, vendor forms, templates, and key account documentation·       Prepare daily and monthly recap reports to support sales operations and leadership visibility·       Track and maintain a running log of credit memos issued, ensuring accurate follow-up and resolution of customer complaints·       Track recurring issues and recommend solutions to improve efficiency and customer satisfaction·       Generate additional reports related to order flow, customer feedback, and service performance metrics·       Partner with Sales, Operations, Accounting, and eCommerce teams to streamline workflows5. Additional ResponsibilitiesSupport onboarding and training of new customer service or sales support team membersAssist with high-volume seasons, tradeshows, and special projectsDevelop strong product knowledge across Studio Oh!, Jujube, and related categoriesManage product samples for major tradeshows and customer meetings, including coordinating shipments to key accounts prior to launchSupport other tasks as assigned by management or the Director of Sales Operations What We’re Looking For3+ years of customer service experience (wholesale, retail, stationery, CPG, or lifestyle brands preferred)Strong leadership ability — experience mentoring or leading others is a plusExcellent written and verbal communication skillsHigh attention to detail, accuracy, and follow-throughAbility to stay calm and solution-oriented in a fast-paced environmentProficiency in Excel, Outlook, and order entry systemsFamiliarity with customer service platforms — experience with Gorgias is a plusStrong problem-solving and organizational skills BenefitsMedical, dental, and vision insurancePaid time off and holidaysEmployee product discountsOpportunities for growth within a fast-growing organization How to ApplyPlease submit your resume to irenel@orangecirclestudio.com