Client Success and Operations Specialist

Operations Specialist, reports to Operations Manager

Compensation : Full time, from $25 / hr, DOE

Everhem is here to change the perception of window treatments, for the busy design-oriented consumer needing to cover their windows, through accessible expertise. We seek to be the most memorable company for custom window treatments in North America. The core of that expertise and memorability is our people.

The

Client Success & Operations Specialist

plays a vital role in ensuring Everhem's customers feel cared for and supported from order to installation. This role bridges the gap between customer care and operations—balancing empathy and efficiency to create an exceptional client experience while maintaining operational accuracy behind the scenes.

Responsibilities

Client Success & Escalations

Serve as the primary point of contact for client escalations (via email, social media, reviews, or direct outreach), providing high-touch support with empathy, accuracy, and professionalism.

Investigate and resolve sensitive or complex issues with urgency while balancing customer advocacy and company policy.

Communicate with clients throughout the resolution process to build trust and ensure satisfaction.

Document all escalated interactions with detailed notes and follow-up actions.

Identify root causes of recurring issues and collaborate cross-functionally to develop preventative solutions.

Partner with Sales, Measure & Install, and Production teams to ensure timely resolutions and consistent communication.

Represent the "voice of the customer" by surfacing insights and trends that drive continuous improvement across operations and service.

Operations & Process Support

Support daily operational workflows including order tracking, vendor communication, and inventory coordination.

Monitor and update order statuses in Shopify and internal tracking systems, ensuring data accuracy across all platforms.

Initiate order submissions, reworks, replacements, and production changes as needed.

Maintain detailed production and vendor reports (e.g., Production Report, Inventory Logs).

Coordinate with vendor partners (Wayne's, Xentric, Thoroughbred, Fabricut, etc.) to ensure timely and accurate fulfillment.

Analyze operational data to identify process bottlenecks and propose improvements.

Provide clear internal communication and reporting to ensure visibility into order timelines, delays, and resolutions.

Support cross-departmental initiatives to enhance efficiency and elevate the customer journey.

Required Skills

Clear, professional written and verbal communication

Strong empathy and customer-first mindset

Ability to de-escalate and resolve sensitive client issues

Highly organized with strong attention to detail and follow-through

Able to manage multiple tasks and shifting priorities in a fast-paced environment

Proficient with order management and internal tracking systems (Shopify a plus)

Comfortable maintaining accurate data and documentation across platforms

Experience coordinating with vendors, production teams, or maker / fabrication partners

Analytical thinking to identify root causes and recommend process improvements

Collaborative, solutions-oriented team approach

• Experience in custom window treatments is required for this role

Other tasks / projects as assigned, this job description is not to be considered all­ inclusive